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 well‑being 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 toward 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. Beyond monetary efforts, we have provided thousands of hours in staff volunteerism and in‑kind support.

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 and translating growth goals into actionable programs that elevate service delivery, enhance operational effectiveness, and deepen member engagement. The role leads the implementation of experience‑focused strategies across the branch network, leveraging data insights, and collaborating cross‑functionally 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 8 AM – 5 PM
• 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

Kitsap Credit Union