New CUNA Operations & Member Experience Council White Paper Discusses Inspiring Strategic Thinking

September 10, 2018


Lauren Williams – CUNA Communications; (202) 626-7642;

Natalie Sherry – CUNA Councils; (608) 231-4141;

Madison, WI (September 10, 2018) – The CUNA Operations & Member Experience Council has published a new white paper, “Game Changer: How Operations and Member Experience Leaders Inspire Strategic Thinking”.

New research across business sectors reveals that the customer experience drives financial results—a fact that credit unions have known and practiced all along. As the logistical engine of credit unions, operations and the member experience are a natural strategic nucleus, but employees in those departments may be an underutilized asset in identifying and executing strategic initiatives to grow membership and assets.

Given their positions on the frontlines of member service, managers and employees can help gather valuable business intelligence and apply strategic objectives in their daily interactions with members and efforts to enhance operations.

This white paper explores:

  • how operations and member experience leaders act as a catalyst for strategic thinking across the organization,
  • the pace of strategic conversations, and
  • the benefits of developing the business acumen of frontline and back-office employees in support of strategic execution.

Credit union leaders and industry experts share their perspectives on what constitutes strategic agility and how executives can lead by example in challenging and supporting their teams in positive ways.

CUNA Council members are eligible to receive complimentary copies of this, and hundreds of other white papers. The paper is available online in the white paper section of

Press may contact Natalie Sherry at for more information.


About CUNA Operations & Member Experience Council

CUNA Councils are a member-led, collaborative community of credit union leaders providing vibrant peer interaction, new ideas and innovation to foster professional development for our members while advocating for the overall success of the credit union movement.  The CUNA Operations & Member Experience Council is one of seven CUNA Councils, a network of more than 7,000 credit union professionals. For more information, visit