What’s in a name: Vice President of Member Experience

Charlie Allen digs deep into the everyday interactions between employees and members to uncover ways to improve processes at a department level.

Christian Community Credit Union ($663.2M, San Dimas, CA) was an industry trailblazer when it dedicated a position to the member experience four years ago. The role started out at the assistant vice president level before evolving into a vice president position two years ago.

Charlie Allen, who previously oversaw member services for the credit union, was singularly qualified to hold the role responsible for leading the charge to deliver a consistent member experience across all service channels. In fact, the credit union created the position for Allen.

Today, Christian Community looks closely at the everyday interactions between employees and members to uncover ways to improve processes at a department level. And Allen is there every step of the way.

“Two years ago, I began going into each of the member-facing departments to see what members and our own team were experiencing firsthand,” Allen says.

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