Director, Retail

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.

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.

Reports to: VP, Retail Banking

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

Salary Range: $ - $ depending on experience

Bonus Target: 12% potential incentive of base pay

Working Hours: Monday - Friday 8AM - 5PM

Grade: 14BC

Industry:Banking

• 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.

• Excellent verbal and written communication skills.
• Ability to effectively present ideas clearly to a variety of…