Director, Retail Experience na Kitsap Credit Union

About Us

Kitsap Credit Union is a not-for-profit, member-owned financial cooperative with more than 300 employees and 14 branches throughout Western Washington. We have a passion for making a positive difference. As a $2 + billion-asset credit union, we are deeply committed to our members’ financial wellbeing and the prosperity and quality of life in the communities we serve. We are proud to be led by individuals with the experience and skills to drive our organization towards our goals for strategic growth and operational excellence. Our KCU Cares Foundation program focuses on providing resources and support for those struggling with homelessness or hunger and improving the financial well-being of the people in our communities. And beyond monetary efforts, we have provided thousands of hours in staff volunteerism and in-kind support.

At Kitsap Credit Union, our success is built on trust-based relationships and personalized service. We understand our employees are key to our success. They provide the personalized service to our members and contribute to the communities where we live. We are committed to providing a supportive, mission-driven, and inclusive culture where employees can grow their careers. To learn more, visit kitsapcu.org. 

About the Role

Kitsap Credit Union is searching for a Director of Retail Experience. This position drives the execution of Kitsap Credit Union’s retail strategy, focusing on member experience, translating growth goals into actionable programs that elevate service delivery, enhance operational effectiveness, and deepen member engagement. This role leads the implementation of experience-focused strategies across the branch network, leveraging data insights, including cross-functional collaboration to drive continuous improvement. The Director fosters a culture of service excellence, innovation, and accountability, ensuring alignment between member needs, retail delivery and organizational impact.

Quick Facts

Reports to: VP, Retail Banking

Employment Type: Full-time, salary, exempt, hybrid

Salary Range: $110,582.25 - $138,227.81 depending on experience

Bonus Target: 12% potential incentive of base pay

Working Hours: Monday - Friday 8AM - 5PM 

Grade: 14BC

Industry: Banking

Key Responsibilities 

• Develop and execute a comprehensive member experience strategy aligned with organizational goals and values.
• Serve as the voice of the member in executive discussions, product development, and service design.

• Lead cross-functional initiatives with Retail, Marketing, Technology, and Sales to deliver seamless, consistent, and personalized member experience.
• Champion digital transformation and omnichannel engagement to enhance convenience, satisfaction, and loyalty.
• Translate member feedback and behavioral insights into actionable improvements and measurable outcomes.
• Serve as a key liaison to senior leadership, communicating progress, challenges, and opportunities related to member experience strategy.
• Provide strategic oversight of member experience platforms, including Salesforce, ensuring adoption, innovation, and data integrity.
• Monitor key performance indicators (KPIs) and experience metrics to evaluate impact, identify trends, and inform decision-making.
• Foster a culture of service excellence, accountability, and continuous improvement across all member-facing teams.
• Implement and manage staff recognition and incentive programs that reinforce member-centric behaviors.
• Mentor and develop leaders and teams to deliver consistent, empathetic, and high-quality service.
• Oversee talent strategies to attract, develop, and retain high-performing teams.
• Ensure compliance with all regulatory standards and internal policies related to member engagement and data privacy.
• Collaborate with HR and L&D to ensure consistent application of HR policies, promote an inclusive culture and deliver impactful trainings.
• Represent the organization in community and industry forums to strengthen brand presence and member trust.
• Contribute to enterprise initiatives and perform other duties as assigned.

Required Skills and Abilities 

• Excellent verbal and written communication skills.
• Ability to effectively present ideas clearly to a variety of audiences.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to prioritize and manage competing demands.
• Ability to read, analyze and understand data.
• Proficient with Microsoft Office Suite software.
• Learn and maintain strong level of Kitsap Credit Union’s core operating systems and self- ability to solve complex problems and handle a variety of situations exercising flexibility and sound judgment in a fast-paced environment.
• Strong interpersonal skills to create and maintain positive work relationships.
• May require traveling to other facilities using employee’s personal transportation. Must have a valid driver’s license and insurance.
• Ability to work regularly scheduled days in accordance with the needs of the credit union and the branches/department, including Saturdays and extended business hours. Requires attendance at before and after-hour meetings as well as “on call” flexibility 24/7.
• Demonstrates a high level of engagement and active collaboration contributing to a positive team environment.
• Understand, model, and represent KCU’s core values.

Required Qualifications and Education

• Bachelor's degree from an accredited college or university in Business Administration, Management, or other related field or equivalent combination of education, experience, and training.
• 5+ years of experience in managing service, sales, and operations in a financial institution with knowledge of regulations, compliance standards, and basic products and services.
• 5+ years of experience in the leadership of a retail branch location, showing progressive leadership growth.
• 3+ years of experience in managing multiple successful branch locations or teams.

Preferred Qualifications

• Experience with Episys, Meridian Link and Salesforce Financial Services Cloud (FSC) preferred.
• Prior experience implementing The Member Advantage (TMA) methodology preferred.

Supervisory Status

This position supervises others and is responsible for being results oriented, collaborative, delegate effectively, and embrace the organization’s core values, ensuring team effectiveness.

Working Conditions

This position will be required to work in an office environment with moderate noise levels, and, with or without reasonable accommodation is required:

• Must be able to remain in a stationary position for a minimum of 75% of the time
• Constantly operates a computer and other office productivity machines
• The person in this position frequently communicates with peers, supervisors, vendors, and employees to exchange accurate information and answer questions
• Works in an indoor office environment but expected to attend meetings in buildings that require travel in outdoor weather conditions
• Local travel up to 80% using personal vehicle

Our Values

Integrity: We believe in acting with honesty, trust, and respect which are at the forefront of our daily engagement.

Responsibility: We believe that responsibility is holding ourselves accountable for our decisions, actions, and their outcomes.

Collaboration: We believe in the power of a diverse group of people working together to achieve a united outcome.

Authenticity: We believe activities in actions that demonstrate our commitment to be transparent, dependable, and genuine in every day.

What We Offer

Not only are we one of the largest credit unions in Washington State, and growing, but we are also a company that cares about its employees. We back that up for our employees by offering competitive pay and a benefits package that helps support you and your family’s lifestyle. We value our employees, and we strive to keep our benefits comprehensive and affordable. Some of our benefits include:

Careers | Kitsap Credit Union (kitsapcu.org)

• Free onsite parking
• Annual time off and sick time accrued
• 11 Paid holidays
• 1 Personal floating day
• Medical, Dental, Vision, Short- and Long-term Disability, Life and AD&D Insurance
• Employee Assistance Program
• Choose from a PPO medical plan or a High Deductible with a Health Savings Account
• 3% KCU funded Safe Harbor Contribution to your 401K
• KCU will match up to 2% of your 401K contributions
• All 401K contributions are 100% vested
• Potential annual incentive in all roles within Kitsap Credit Union
• Tuition reimbursement
• 8 hours of paid volunteer time off
• Discounts on KCU's products and services
• Enjoy unlimited ORCA transit access through KCU for less than $45 a year—your cost as an employee

We believe in the power of belonging – it’s in our DNA as a not-for-profit, member-owned cooperative. Our un-bank-like structure ensures that we remain all about people: our members, our employees, and the people in the communities where we live and work. We work hard to provide a collaborative and inclusive environment where you can grow and excel in your career.

We are dedicated to serving our members by providing personalized experiences, convenient access, and highly competitive products and services. But it goes much deeper than that. For more than 86 years, we have been relentless about making a positive difference in our communities. We understand that when our members and communities succeed, we all succeed, and that success can’t happen without great employees. 

****** Employment is contingent upon satisfactory background check.  Kitsap Credit Union is an Equal Opportunity Employer. All qualified applicants for employment will receive consideration without regard to sex, marital status, race, color, religion, national origin, age, veteran status, disability, genetic information, or any other protected status. ****** 

#BRN