Here’s something you don’t see every day: a financial institution putting its money where its mouth is when it comes to customer—sorry, member—experience. Greater Texas|Aggieland Credit Union just created a brand new C-suite position dedicated entirely to making sure members actually enjoy interacting with their financial institution. Revolutionary, right?
Enter Stephanie Stout, the credit union’s newly minted Chief Member Experience Officer. This isn’t just a fancy title shuffle—it’s a signal that member service has officially graduated to the executive big leagues.
What Does a Chief Member Experience Officer Actually Do?
Think of Stout as the conductor of an orchestra where every instrument needs to play the same member-first tune. Her mission? Drag the contact center into the modern era, get the latest tech working for members instead of against them, and make sure every interaction—whether it’s in a branch or on the phone—doesn’t feel like pulling teeth.
She’s also syncing up branch operations with what members actually want (imagine that) and making sure employees have the training and tools to deliver consistent, quality experiences. Because nothing says “we care” quite like staff who actually know what they’re doing.
The Vote of Confidence
“Stephanie Stout has proven herself highly capable when it comes to the member experience. It makes sense that she should lead all our teams that provide service to members and potential members,” said Howard Baker, the credit union’s President and CEO.
Baker’s betting on Stout’s deep understanding of what Greater Texas|Aggieland members need and her genuine passion for service excellence. Her job? Create a cohesive experience across all the member-facing departments—no more feeling like you’ve stepped into a completely different organization depending on which door you walk through.
One practical example: Stout will make sure the Employee Learning and Development Department customizes training for the specific needs of branches, the contact center, and other departments. Tailored training instead of one-size-fits-none corporate modules? We’ll take it.
The Track Record
Stout isn’t new to the game. She’s been with Greater Texas|Aggieland Credit Union since 2021, consistently focusing on member relations while making sure the credit union actually uses its fancy technology and data analysis to improve service—not just because someone said they should have it.
Armed with a degree in multidisciplinary studies from the University of Texas at San Antonio, Stout brings a broad perspective to a role that genuinely requires seeing the big picture.
Bottom line? When a credit union elevates member experience to the C-suite level, it’s either brilliant strategy or really good PR. Given Stout’s track record, we’re leaning toward the former.