Allegacy Federal Credit Union, one of the largest credit unions in North Carolina, announced that Ashley Kohlrus has been promoted to chief experience officer (CXO). She is responsible for the enhancement of member experience, alignment of the synergy culture and development for employees, internal communications and community relations.
A member of the senior management team, Kohlrus has been with Allegacy for eight years serving most recently as vice president of human resources. “Ashley’s new role will focus on redefining member service and the member experience at Allegacy,” said Allegacy CEO/President W.K. (Ike) Keener, Jr. “We are working to ensure that the experience for employees and members remains a top priority.”
Kohlrus is leading a project called ‘Mapping the Member Experience’ in which each of the organization’s delivery channels are reviewed, identifying what impressions are created along the way and where impressions may be enhanced. “We are redefining member service and the member experience at Allegacy Federal Credit Union,” said Kohlrus. “In order to do so, we are evaluating our products, services, programs, talking with our members, empowering our employees, and really listening to determine where can continue to improve, inside and out.”
Kohlrus received her undergraduate degree in Speech Communications from East Tennessee State University and her master’s degree in Leadership and Organizational Change from Pfeiffer University. She also earned a senior professional human resources certification.