Heather Wood

AVP of Strategic Partnerships AmeriCU Credit Union

Heather Wood is the Assistant Vice President of Strategic Partnerships at AmeriCU Credit Union, bringing over two decades of experience in the credit union industry. Her journey with AmeriCU began in 2003 as a part-time teller, and she has since advanced through various roles, including Member Relationship Advisor, Financial Center Manager, and Assistant Vice President of Operations. In her current role, Heather is responsible for cultivating and maintaining partnerships that align with AmeriCU’s strategic objectives. She collaborates with internal and external stakeholders to identify opportunities for collaboration, innovation, and efficiency improvements. Beyond her professional endeavors, Heather’s personal resilience has profoundly inspired many. On January 20, 2023, she endured the unimaginable loss of her 14-year-old daughter and her husband in a tragic incident. Despite this profound adversity, Heather has demonstrated remarkable strength and courage, channeling her experiences into advocacy for mental health awareness, community support, connection, and relationship building. Heather’s unwavering dedication to her profession, coupled with her personal journey of resilience, makes her a compelling and inspiring speaker, mentor, and leader. She offers valuable insights into leadership, personal growth, and the power of community support in overcoming life’s most challenging moments.

Day One: Branch Innovations in a Fast-Changing World

2:15 PM Panel: Harnessing Data to Reshape Strategy

Explore how to gather and leverage data, from understanding customer foot traffic patterns to reallocating resources and improving employee productivity. Attendees will learn how to combine quantitative insights with qualitative observations to enhance decision-making and achieve measurable outcomes. Hear real-world examples of how data can transform branch operations. Whether you’re looking to reduce costs, improve customer satisfaction, or enhance operational efficiency, this session will provide actionable strategies for:

Identifying the data and setting up data-gathering points and tools in your branches
utilizing data to understand customer behavior and predict service needs
reallocating resources based on branch performance metrics and customer demand
creating an ongoing process for checking in and update your metrics, and evaluating your branches to keep the improvement coming!

Day Two: Meeting Customers’ and Members’ Expectations with Excellent Experiences

9:20 AM Panel: Innovating at the Crossover of Digital and In-Person Channels

Is it human? Is it digital? Is it a super interesting and revolutionary crossover? Innovations that merge digital convenience with in-person care are transforming the way customers experience banking. Join us to explore how banks and credit unions are innovating at the intersection of digital and in-person services, blending cutting-edge technology with the human touch to deliver exceptional value where the customer is at, or wants to be. Attendees will also gain insights into:

evaluating your channels and CRM to find gaps in data and experience
leveraging customer data for more tailored and meaningful interactions
new ways to incorporate technology into the in-person experience and humans into the digital experience
crafting a strategy that unites digital and physical channels under one cohesive brand vision

Check out the incredible speaker line-up to see who will be joining Heather.

Download The Latest Agenda