Veronica Riojas

As SVP of Retail Network and Member Experience at Elevations Credit Union, Veronica leads the end‑to‑end member experience across branch and contact center delivery channels. Since joining Elevations in 2022, she has focused on advancing members’ financial well‑being through exceptional service and consistent, high‑quality experiences. Under her leadership, Elevations achieved best in class relationship net promoter scores (rNPS) among peers, reflecting a durable foundation of trusted advice, strong frontline engagement, and reliable operational execution.

Veronica was previously VP of the Elevations Contact Center, where she implemented operational processes that elevated team performance to the 95th percentile in industry benchmarking. In 2023, her role expanded to include broader strategic initiatives, further strengthening the end‑to‑end member experience and service delivery model while using member feedback to identify opportunities to reduce friction and enhance solutions.

Prior to working at Elevations, Veronica served as bank omni channel director at USAA, leading cross‑functional teams to support members through integrated service solutions. Over her 15‑year tenure with USAA, she drove significant gains in member satisfaction by translating voice‑of‑the‑member insights into meaningful product and process improvements. Veronica holds multiple professional designations, including Certified Project Manager (CPM), Certified Credit Union Manager (CCM), and Certified Credit Union Financial Counselor (CCUFC), and was named a CUES® Emerging Leader in 2023.

Outside of work, Veronica enjoys spending time with her family in the mountains and is an avid Colorado sports fan. She takes great pride in leading teams that are passionate about helping members achieve their financial aspirations.