Craig R. Higdon, Creature’s Head of Client Services, sat down with Jim J., VP of Information Security and Information Security Officer at Vantage West Credit Union, to discuss how Vantage West leverages security to build trust with their members—focusing on reassurance rather than fear—and how this approach enhances the overall member experience. Their strategy is paying off: Vantage West was recently ranked as a Best-in-State Credit Union by Forbes and recognized as one of America’s Best Credit Unions by Newsweek.
In this edition of our interview series, we’re diving into the intersection of IT security and user experience—two areas that often seem at odds. Did you know that human error is responsible for 74-88% of all data breaches? With the growing importance of both security and seamless customer experiences, how do you find the right balance? To explore this, we sat down with Jim J., VP of Information Security and Information Security Officer at Vantage West Credit Union. Jim shares how Vantage West approaches security not just as a necessity but as a core part of its brand and customer experience. 🛡️ Key takeaway: "Security isn’t one-size-fits-all. We treat it like armor—providing protection without weighing members down," says Jim. His team is focused on building trust, empowering members, and avoiding fear-based messaging. 💬 Check out the full interview where Jim discusses how they communicate security, empower members, and balance protection with user experience. cc: Craig R. Higdon, Martin Casarez