Assistant Director Customer Experience

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

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Who we are:
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.

What it’s like to work here:
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.

What you’ll do:
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.

How you’ll make an impact:

• 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.

What you can expect:

• 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.

What you’ll bring:

• 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.

The perks:

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.