Nickolas Kitchens
Chief Experience Officer @Georgia's Own Credit Union
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WORK HISTORY
Chief Experience Officer @Georgia's Own Credit Union
Enterprise executive responsible for end-to-end member and employee experience across retail banking, branch operations, contact center, digital channels, mortgage, private banking, indirect lending sales, marketing, product, and member advocacy.Owns experience strategy, service delivery, and growth execution, with accountability for sales performance, loan and deposit growth, member satisfaction, Net Promoter Score, and operational efficiency. Leads enterprise initiatives focused on omnichannel delivery, journey design, service recovery, and channel optimization while maintaining regulatory compliance and safety and soundness.Key focus areas include retail transformation, contact center performance, product lifecycle management, digital experience modernization, operational excellence, and organizational change. Partners closely with executive leadership and the Board to align experience strategy with financial performance and long-term sustainability.Key Focus Areas• Retail and branch experience• Member journeys and service recovery• Contact center stabilization and performance• Product strategy and lifecycle ownership• Digital experience and payments modernization• Culture, leadership, and change execution
EDUCATION
University of Georgia - Terry College of Business
Master of Business Administration - MBA, Business Administration and Management, General
Atlanta's John Marshall Law School
Juris Doctorate, Labor and Employment
Valdosta State University
B.S., Chemistry
SKILLS
ABOUT NICKOLAS KITCHENS
Chief Experience Officer (CXO) and financial services executive with leadership experience spanning retail banking, digital experience, contact center operations, product strategy, marketing, mortgage, private banking, and indirect lending sales within a member-owned financial institution.Currently responsible for enterprise-wide member and employee experience, overseeing retail branches, contact center performance, digital channels, product lifecycle management, service design, and growth initiatives. Known for leading organizational transformation, improving operational efficiency, and modernizing delivery channels while maintaining safety and soundness.Former General Counsel and senior legal executive with deep experience in regulatory compliance, risk management, governance, contracts, employment law, and executive advisory. This background informs a disciplined, risk-aware leadership style grounded in collaboration, accountability, and execution.Core strengths include experience strategy, retail banking operations, digital transformation, contact center leadership, product management, change management, executive leadership, cross-functional alignment, and culture building.
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