VP of Experience + Growth

Verve Job Description:

VP OF EXPERIENCE + GROWTH

Pay Grade 16

POSITION SUMMARY

The Vice President of Experience + Growth is responsible for leading Verve's retail delivery network, including branches, contact center service and sales teams, and digital service channels. This role drives sustainable growth by delivering exceptional member experiences, developing high-performing leaders, and ensuring consistent execution of strategy across all member-facing channels. Accountable for member growth, member loyalty, employee engagement, channel performance, operational excellence, and regulatory compliance, this leader helps members thrive financially through Verve's commitment to Value, Advice, Simplicity, and Care.

The Vice President of Experience + Growth serves as an enterprise leader who partners across the organization to align growth strategies, member experience initiatives, talent development, technology investments, and operational priorities with Verve's strategic plan. This role champions a relationship-based approach that deepens member trust, drives advocacy, and strengthens Verve's position as the financial institution of choice.

As a strategic and servant leader, the Vice President of Experience + Growth translates enterprise priorities into frontline execution while continuously improving talent, processes, technology, and delivery channels. This leader fosters a culture of accountability, innovation, continuous improvement, and financial wellness while balancing growth, member value, operational efficiency, and prudent risk management.

POSITION RESPONSIBILITIES

Member Experience & Growth

• Champions a seamless, relationship-based member experience across all physical and digital channels.
• Drive member growth, retention, loyalty, and advocacy by delivering meaningful financial guidance and solutions.
• Use member insights, feedback, and data to identify opportunities, remove friction, and continuously improve the experience.
• Partner with Marketing, Verve Direct, and community stakeholders to expand market presence, deepen relationships, and strengthen community impact.

Leadership & Culture

• Develop high-performing leaders and teams through coaching, accountability, succession planning, and continuous development.
• Foster a culture of collaboration, innovation, ownership, and service excellence.
• Create an environment where team members are empowered to solve problems, improve experiences, and help members thrive financially.
• Build organizational capability and leadership readiness to support future growth.

Channel Strategy & Performance

• Provide strategic leadership and direction for branches, contact centers, and digital teams.
• Ensure resources, staffing, and channel strategies effectively meet evolving member needs.
• Drive consistent execution, service excellence, sales effectiveness, and operational performance across all channels.
• Lead transformation efforts that improve accessibility, convenience, digital adoption, and long-term member value.

Operational Excellence & Risk Management

• Leverage data, technology, and process improvement to enhance performance, efficiency, and scalability.
• Establish clear performance expectations and accountability measures that support organizational goals.
• Identify emerging risks and opportunities and implement effective solutions.
• Ensure strong compliance, governance, and operational controls while balancing innovation, growth, and member value.

EDUCATION AND EXPERIENCE

• Bachelor's degree in business, Finance, leadership, or a related field required; advanced degree preferred.
• Ten years of progressive leadership experience in retail banking, credit union leadership, contact centers, sales leadership, or related financial services operations.
• Demonstrated success leading large teams, developing leaders, driving growth, improving member experiences, and delivering operational excellence.
• Experience leading change, leveraging data to drive results, and balancing growth with regulatory and operational risk.

KEY COMPETENCIES

• Strategic & Enterprise Leadership: Creates a compelling vision, aligns teams around enterprise priorities, and translates strategy into measurable business results.
• Member-Center Growth: Drives sustainable growth by balancing member experience, financial wellness, relationship development, and organizational performance.
• Leadership Development: Builds high-performing teams and leaders through coaching, succession planning, accountability and talent development.
• Operational Excellence: Drives quality, efficiency, accountability, risk management, and execution across all delivery channels.
• Data-Driven Decision Making: Uses data, business intelligence, and performance metrics to identify opportunities, solve problem and improve results.
• Collaboration & Influence: Builds trusted partnerships, communicates effectively, and influences outcomes across all level of the organization.
• Change & Continuous Improvement: Leads organizational change, embraces innovation, and continuously improves the member and team member experience.
• Emotional Intelligence: Builds trust, demonstrates empathy, adapts to diverse situations, and leads with authenticity and care.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Work Environment: Business office, the noise level in the work environment is usually quiet to moderate.
• Physical Requirements: Ability to sit or stand at a desk the majority of the day; talk or hear; stand or walk occasionally. While performing the duties of this job, the team member typically utilizes a computer, keyboard, and phone. May occasionally reach with hands and arms; stoop, kneel, and crouch.

The above information has been designed to indicate the general nature and level of work performed by persons within this job this job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all the duties, responsibilities, and qualifications required of persons assigned to this job. Additional duties may be required to perform the job effectively.