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Kitsap Credit Union · 2 days ago

Director, Retail Experience

Bremerton, WA

Contract

Hybrid

Senior Level, Lead/Staff

$111K/yr - $138K/yr

Kitsap Credit Union is a not-for-profit financial cooperative dedicated to enhancing the financial wellbeing of its members and communities. The Director of Retail Experience will drive the execution of the retail strategy, focusing on member experience and operational effectiveness while ensuring alignment between member needs and organizational impact.

BankingFinancial Services

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

Qualification

Member experience strategyDigital transformationCross-functional collaborationSalesforceData insightsService excellenceTalent strategiesTeam mentoring

Required