I have 10 words for you: TruWest Credit Union's SVP and Chief Experience Officer, Jennifer Kimmell. Yes, I'm treating "SVP" as one word. In this episode, Kimmell explains how her brainpower was put to the test during a two-year project to relocate TruWest's headquarters.
Sure, this may sound simple, but as Kimmell explains, they wanted to do this move right by including feedback from employees to help design the new space. Including employees in the process wasn't without its challenges, but in the long term, Kimmell believes it was the only way to pull this off successfully.
During this episode we talk about the moving and designing process and how TruWest has gone all-in with changing the way branches function for employees and members. It's a fascinating story and I think the credit union world can learn a lot from Kimmell's and TruWest's approach to branch management.
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Michael Ogden
Editor-in-Chief at CU Times. To connect, email at [email protected]. As Editor-in-Chief of CU Times since 2016, Michael Ogden has led the editorial team in all aspects of content strategy and execution, including the creation of the publication’s exclusive and proprietary research database of the credit union industry’s economic landscape. Under Michael’s leadership, CU Times has successfully shifted to an all-digital editorial product with new focuses on the payments, fraud, lending and regulatory beats. Most recently, he introduced a data-focused editorial product for subscribers that breaks down credit union issues into hard data, allowing for a deeper and more factual narrative for readers. In 2024, he launched the "Shared Accounts With CU Times" podcast, which offers a fresh, inside-the-newsroom perspective through interviews with leaders from the credit union industry and the regulatory world. He dives into pressing credit union issues, while revealing the personalities working behind-the-scenes to push the credit union world forward. His background includes years as a radio and TV anchor/reporter and a public relations and digital/social media manager, where he covered the food and music industries, as well as cooperatives and credit unions. Over the years, he has launched numerous exclusive video and podcast series, including a successful series of interactive backstage interviews with musicians at music festivals, showcasing his social media and live streaming production skills.
