Stacey Collins

About Stacey Collins

I believe credit unions change lives — not only through the financial products we offer, but through the clarity, confidence, and stability we help people build. That belief has shaped every step of my career.For more than 20 years, I’ve led transformation across digital banking, lending experience, payments modernization, retail delivery, contact centers, workforce strategy, and organizational culture. Whether modernizing technology, elevating service delivery, or designing human-centered experiences, my work focuses on bringing strategy, people, and execution together to create meaningful impact for members and employees.Today, I serve as Chief Experience Officer at Dutch Point Credit Union, where I oversee brand & digital, retail sales & service, centralized lending, servicing, the eBranch contact center, culture, and workforce design. I partner closely with the CEO and Board to set long-term direction, strengthen operational readiness, and prepare the credit union for its next era of digital and experience-led growth.Prior to Dutch Point, I led both employee and member experience at Nutmeg State Financial Credit Union, elevating retention and building a culture and service model that significantly improved consistency and engagement. Before that, I directed enterprise customer experience strategy at Travelers and spent 16 years at BECU advancing UX, digital innovation, lending growth, quality programs, and service operations.Across all of these roles, my leadership philosophy has remained constant:Clarity creates alignment.Connection builds trust.Disciplined execution delivers results.And when culture and strategy support each other, organizations thrive.I’m energized by work that blends modernization, operational excellence, and cooperative values and I am committed to building financial institutions that perform with rigor, lead with humanity, and deliver experiences that genuinely improve members’ lives.

Experience

1. Chief Experience Officer

   Dutch Point Credit Union

   Jan 2024 — Present · Wethersfield, CT, US

   I lead enterprise transformation across brand & digital, retail sales & service, centralized lending, servicing, the eBranch contact center, payments modernization, workforce strategy, and organizational culture. My role integrates strategy, operations, experience design, and leadership development to position the credit union for sustainable growth.Key Responsibilities & Impact:+ Co-develop enterprise strategy with CEO, CFO, and Board, aligning initiatives across retail, lending, payments, digital banking, brand, marketing, and member experience.+ Modernizing digital servicing (IVR, authentication, omnichannel workflows) to reduce friction and strengthen scalability.+ Leading organizational readiness and modernization across all member delivery channels.+ Redesigning centralized lending operations to increase throughput, improve quality, and enhance member guidance.+ Refreshing brand and digital presence to expand community visibility and member engagement.+ Building organizational clarity through leadership frameworks, communications architecture, and cross-functional operating rhythms.+ Strengthening culture through recognition systems, values alignment, and leadership capability building.

Education

• Spokane Falls Community College

  Associate of Arts - AA

• Eastern Washington University

  BA - Communications