Vice President, Member Experience

Overview

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status or protected veteran status or any other characteristic protected by law.

About the Organization
West Star Credit Union is a Gaming Employees' Credit Union. Our efforts focus on understanding the unique needs of the gaming industry in service, excellence and convenience. We understand the special and unique requirements of the gaming industry. We currently have three branches in Las Vegas along with our Corporate Headquarters and one branch in Reno. West Star Credit Union is looking for energetic, motivated and sales driven candidates to join our Team.

If you possess these skills and qualifications please apply on-line.

Duties and Responsibilities

• Leadership & Strategy
  • Serve as a member of the leadership team, contributing to enterprise strategy, planning, and performance management.
  • Translate strategic goals into actionable plans for branches and business development, aligning with West Star's mission, vision, and growth priorities.
  • Foster a culture of accountability, collaboration, and continuous improvement across all service channels.
  • Lead change initiatives that enhance member experience, efficiency, and employee engagement.
• Branch Operations & Sales Performance
  • Oversee all branch operations, ensuring consistency, compliance, and excellence in service delivery.
  • Drive team performance to meet or exceed production goals, including loan growth, new membership, and product penetration.
  • Establish and monitor key metrics, analyze performance trends, and implement improvement plans to achieve desired outcomes.
  • Champion a sales and service culture rooted in member advocacy, relationship-building, and proactive outreach.
  • Identify and implement process and technology improvements to enhance service, productivity, and member convenience.
• Member Experience
  • Ensure a consistent, high-quality member experience across all locations and delivery channels.
  • Establish clear service standards and accountability measures to maintain operational excellence.
  • Partner with executive leadership to evaluate and implement tools (e.g., NPS, satisfaction surveys) to measure and improve member experience.
  • Address service challenges quickly and effectively, promoting a culture of ownership, problem-solving, and responsiveness.
• Business Development & Community Engagement
  • Oversee business development strategy focused on Nevada's gaming, hospitality, and entertainment community.
  • Strengthen relationships with existing SEGs and develop new partnerships that align with growth objectives.
  • Represent West Star Credit Union in the community, serving as a visible and credible ambassador.
  • Collaborate with Marketing and other departments to execute outreach and engagement campaigns that drive membership and awareness.
• Team Development & Performance
  • Lead, mentor, and coach managers and staff to achieve excellence.
  • Develop team capabilities through regular feedback, goal setting, and professional development.
  • Build succession depth and ensure all leaders are equipped to deliver strong performance and consistent service.
  • Promote teamwork, open communication, and cross-departmental collaboration.
  • Ensure adherence to all job-related aspects of the credit union's compliance programs – specifically but not limited to the BSA/OFAC/US Patriot Act/Red Flag/Elder Abuse.
  • Compliance with the Bank Secrecy Act and other compliance programs and their implementing regulations, as they pertain to your position, is a condition of employment. Attendance to the compliance training programs is mandatory.
• Leadership Competencies
  • Ability:
    Demonstrates expertise, sound judgment, and practical knowledge to drive consistent performance, outcomes, and growth.
  • Alignment:
    Ensures decisions, priorities, and behaviors are aligned with organizational strategy, goals, and service standards.
  • Agility:
    Thinks quickly and decisively, prioritizes effectively, and adjusts direction when needed to keep teams focused on the highest-impact work.
  • Adaptability:
    Responds…