Connexus CU Chief HR Officer Shares Recipe for Building Trust, Credibility

CU Times: What are your key responsibilities in your current role?

Nichols: I oversee the Human Resources department, with responsibilities for our Employer of Choice strategy. This strategy includes attracting, selecting and retaining exceptional talent; curating a value-based culture; developing talent through learning and development and career pathing; the Human Resource Information System (HRIS); and the total rewards team to ensure we are rewarding and recognizing employees for their contributions to Connexus.

CU Times: What drew you to the credit union industry?

Nichols: The journey to credit union leadership was not one I stumbled upon by chance, but rather a deliberate choice shaped by my values, experiences and the desire to make a meaningful difference in people’s lives. I wanted to be part of an organization that prioritizes values, transparency and a genuine commitment to serve the communities where we work and live. Ultimately, I chose my journey to credit union leadership because it allows me to blend my passion for service leadership with belief in more personalized and community-oriented financial service. 
 
CU Times: What unique skills, experience and attributes do you bring to your role?

Nichols: My skills include being able to build strong relationships and getting to know people. I also bring strong business acumen to ensure that our people strategy is aligned to drive and support business outcomes. And of course, being able to have flexibility and adaptability remains key.

CU Times: What are some of the biggest differences between working in your current executive level role and your previous, non-executive roles?

Nichols: When I reflect back on my early career, one of the biggest shifts was the scope and scale of influence. Executive leaders help shape the strategic direction of an organization. That means thinking several steps ahead, aligning people strategies with business outcomes and making decisions that impact the entire credit union. Another key difference is the level of visibility and accountability – your actions and decisions are more closely watched, and you’re expected to lead by example. It’s a privilege and a responsibility I take seriously. I’ve learned that trust, transparency and listening are essential at every level – but especially in executive leadership.
 
CU Times: What’s a challenge you faced when you first joined your executive team, and how did you overcome it?

Nichols: I think some of the biggest challenges included building relationships and trust with the senior leadership team as well as within my department. I was able to overcome these challenges by truly listening and seeking to understand what challenges colleagues saw. I asked, what is the ‘one thing’ I could focus on next to improve their challenge? Then, I took action on that challenge and communicated back that ‘I heard you say … so we did …’. That is always a great recipe for building trust and credibility.
 
CU Times: How would you describe your current leadership style?

Nichols: My style is one of being positive and coaching people toward their goals and objectives. I see opportunities instead of issues and solutions instead of problems, and I like to create alternative ways to proceed. I like to motivate others to achieve and develop to be the best they can be.

Nichols: I have learned that being a great listener is the first step toward being a good communicator. Second, it is important to know your audience and what works best for them in receiving information. A one-size-fits-all approach doesn’t always work well. It is important to practice some flexibility in varying communication styles with others who may be different. Third (and perhaps most important) is to check for understanding. We may find out that our message wasn’t as clear as we hoped!

CU Times: What are some ways in which you achieve work/life balance, set boundaries and/or avoid burnout at work?

Nichols: Avoiding burnout is key, as it really does become too easy to constantly be connected to work. I know that it is important to take time to truly disconnect from work. And setting boundaries is OK! Inform colleagues that you will be unavailable at certain times and protect that personal time. Schedule and protect time for hobbies, interests and social activities outside of work.

I am a big believer in reviewing my monthly calendar for work and personal and checking to see if my priorities are reflected in my calendar, making sure I am prioritizing time for faith, family and friends.
 
CU Times: What big-picture impact do you hope to make within your credit union, as well as for your members and community? 

Nichols: At Connexus, my vision is to help shape a workplace where people feel deeply valued, supported and inspired to grow. Internally, that means building a culture where our employees thrive –where they see clear career paths, feel recognized for their contributions and know they’re part of something meaningful. When we get that right, it naturally extends outward. Our members benefit from more engaged, empowered employees who deliver exceptional experiences, and our communities benefit from a credit union that’s not just present, but actively invested in their well-being. I want our people strategy to be a catalyst for long-term impact – one that strengthens our organization and deepens our connection to the people we serve. 

CU Times: What career advice would you give your younger self?

Nichols: Remain patient, flexible and adaptable. It isn’t always about looking for the next role that is a promotion. Taking a variety of roles at the same level is a great way to develop holistically and learn the business from end to end. Focus on doing what you love and are passionate about … the rest will follow!

Would you or someone you know like to share your journey to credit union leadership? Please reach out to Natasha Chilingerian at nchilingerian@cutimes.com. To qualify, the individual must be a part of a credit union's leadership team or C-suite, and have a compelling story to share about their rise to their current leadership role.