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Director, Member Experience & Service Excellence
Job Overview
Employment Type
Full-time
Compensation
Salary
Range $97,371.00 - $126,582.00
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee assistance program
Professional development opportunities
competitive salary
Job Description
Broadview Federal Credit Union (FCU) is a member-focused financial institution dedicated to delivering exceptional service and innovative financial solutions to its members. As a trusted credit union, Broadview FCU focuses not only on providing comprehensive financial products but also on fostering a supportive and inclusive community environment. The organization’s commitment to its employees is evident, offering opportunities for personal and professional growth while emphasizing a culture of collaboration, respect, and continuous improvement. Broadview FCU values diversity and ensures equal employment opportunities for all qualified applicants, including individuals with disabilities and those who require special assistance in the application process. This... Show More
Job Requirements
- Bachelor’s degree
- 8 plus years of relevant experience
- 5 plus years of leadership experience
- Proven ability to measure performance across multiple channels or business units
- Experience with data driven performance improvement
- Strong understanding of operational processes and quality assurance
- Ability to influence and partner across a matrix organization
- Excellent communication and executive presence
- Passion for hospitality and continuous improvement
Job Qualifications
- Bachelor’s degree
- 8 plus years of experience in operations member experience hospitality retail financial services or a related environment
- 5 plus years of leadership experience including building and developing high-performing teams
- Proven ability to measure performance and drive consistency across multiple channels or business units
- Experience leveraging data quality insights and feedback loops to improve performance and experience outcomes
- Strong understanding of operational processes quality assurance and performance management in a service environment
- Ability to influence across a matrixed organization and partner effectively with training operations and business leaders
- Strong communication and executive presence
- Passion for hospitality employee experience and continuous improvement
Job Duties
- Govern and reinforce enterprise service and operational standards to ensure consistent delivery of a hospitality-driven member experience across all channels
- Partner with business units to align processes and workflows with established standards balancing operational realities with service expectations
- Establish and oversee quality and experience measurement frameworks that assess how consistently standards are being delivered
- Build and manage closed-loop feedback systems that connect insights from quality member feedback and frontline observations into actionable improvements
- Identify trends gaps and root causes impacting the member experience and partner across teams to implement sustainable solutions
- Translate standards into clear observable expectations and performance indicators that can be operationalized through daily routines and leadership practices
- Serve as a key partner to operational training teams by identifying performance gaps and informing training priorities
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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