Assistant Director Customer Experience

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At the Federal Home Loan Bank of Chicago, employees come first – that’s why we offer a highly competitive compensation and bonus package, and access to a comprehensive benefits program designed to meet the needs of our employees.

• Collaborative, in-office operating model
• Retirement program (401k and Pension)
• Medical, dental and vision insurance
• Lifestyle Spending Account
• Competitive PTO plan
• 11 paid holidays per year

FHLBank Chicago partners with financial institutions across Illinois and Wisconsin to provide competitively priced funding, support community investments, and deliver value to our members. Created in 1932 as a government-sponsored enterprise, we are a member-owned bank that empowers our members to reinvest in their communities.

At FHLBank Chicago, collaboration is at the heart of everything we do. From regular All‑Staff meetings to our Buddy Program for onboarding new hires, we focus on fostering a connected and inclusive work environment. Through our Office of Diversity, Equity, and Inclusion (DEI), we host events to celebrate differences, identify volunteer opportunities, and promote a culture of growth and belonging. We also offer professional development programs to support your career journey.

As the Assistant Director, Customer Experience, you will lead efforts to enhance the member and customer experience by driving strategic initiatives, aligning cross‑functional teams, and ensuring a consistent and exceptional experience across all touchpoints. You will oversee key projects to embed a customer‑centric mindset throughout the organization. Additionally, you will provide thought leadership to guide organizational priorities and lead enterprise‑level programs that shape the future of customer experience.

• Strategic Execution:
  Manage and implement CX strategies that align with FHLBank Chicago’s objectives, delivering measurable improvements in member satisfaction and engagement.
• Cross‑Functional
  
  Collaboration:
  
  Partner with teams across the Bank to integrate customer insights and ensure a unified approach to service delivery.
• Continuous Improvement:
  Identify gaps in the customer journey, develop solutions, and track progress using VoC data and other performance metrics.

• Lead the execution of CX initiatives, including customer journey mapping, service improvement projects, and cross‑functional collaboration efforts.
• Design and manage programs to collect, analyze, and act on VoC data, ensuring customer insights drive decision‑making.
• Collaborate with internal teams to enhance the customer journey and resolve pain points, ensuring seamless member experiences.
• Develop and monitor CX performance metrics to measure progress and inform leadership of key insights and opportunities.
• Act as a champion for customer‑centric practices, providing training and resources to empower employees across the organization.
• Partner with leadership to align CX strategies with broader organizational goals and communicate the impact of CX initiatives on business outcomes.

• Education:
  
  Bachelor’s degree in Business, Marketing, or related field.
• Experience:
  
  10+ years of related work experience with 3+ years providing thought leadership, guiding organizational priorities, or leading enterprise‑level programs.
• Skills:
  
  Experience managing a Voice of Customer program and working with top Voice of Customer tools, experience in customer journey mapping and CX metrics (e.g., NPS, CES). Experience with Salesforce is preferred.
• Leadership:
  Strong interpersonal and collaboration skills with the ability to manage cross‑functional teams and drive change.
• Mindset: A customer‑first approach, with the ability to think strategically and execute operationally.

At FHLBank Chicago, we reward excellence and dedication. Along with competitive compensation and benefits, we provide a flexible hybrid work model and an inspiring downtown office space. You’ll enjoy five weeks of PTO, 11 paid holidays, and a host of wellbeing programs designed to support your success at work and in life.

Ready to lead the charge in enhancing the member and customer experience? Join us as the Assistant Director, Customer Experience and help shape the future of our organization and the communities we serve. Apply today!

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The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we may also consider your experience, and other job‑related factors. In addition to the base salary, we offer a comprehensive benefits package which can be found here: