VP Branch Experience & Performance

What You’ll Lead

Champion the Community First Experience: you’ll help define what an exceptional Community First experience looks like—and ensure it comes to life consistently across every branch.

Champion the Community First Experience

• Champion a consistent, relationship‑focused member experience across all branch locations.
• Ensure every interaction reflects Community First’s culture, values, and brand promise.
• Continuously evaluate the member journey, identifying opportunities to simplify processes and remove friction.
• Partner with Marketing, Lending, Digital, Operations, and other business units to create a seamless experience regardless of how members choose to do business with us.
• Identify and recommend new technologies, tools, and process improvements that enhance both the member and employee experience.

Lead Sales & Service Excellence

• Lead the evolution of Community First’s member conversation and sales philosophy.
• Ensure needs‑based conversations, referral practices, and service handoffs are simple, consistent, and effective.
• Evaluate branch processes and identify opportunities to improve effectiveness and efficiency.
• Lead enterprise initiatives that strengthen frontline performance while preserving our relationship‑first culture.
• Pilot and evaluate new ideas, tools, and innovations that improve the member experience and operational performance.

Develop Exceptional Leaders

• Partner with Learning & Development to create meaningful leadership development programs.
• Establish consistent coaching expectations and performance practices across the branch network.
• Help leaders use data, feedback, and observation to coach, recognize success, and remove obstacles.
• Foster a culture of accountability, continuous learning, collaboration, and growth.
• Identify organizational capability gaps and recommend development strategies.

Drive Performance Through Insight

• Monitor branch performance across member experience, sales effectiveness, operational quality, employee engagement, and productivity.
• Analyze performance trends and translate insights into actionable recommendations.
• Present meaningful business updates and strategic recommendations to executive leadership.
• Lead root‑cause analysis and cross‑functional improvement efforts.
• Develop performance measures that reinforce organizational priorities while supporting long‑term success.

What You’ll Bring

Education

Bachelor’s degree in Business, Finance, Management, or a related field required. Master’s degree preferred.

Experience

• Seven or more years of progressive leadership experience in retail banking, financial services, or a comparable service organization.
• Demonstrated success leading leaders and influencing organization‑wide initiatives.
• Experience improving member experience, operational excellence, sales effectiveness, and organizational performance across multiple locations.
• Strong background leading cross‑functional projects and organizational change.
• Experience using performance metrics and analytics to improve business results.
• Success introducing new technologies, business processes, or service models.

Leadership Competencies

• Strategic thinking and strong business acumen.
• Passion for creating exceptional member and employee experiences.
• Outstanding leadership and coaching skills.
• Ability to influence without direct authority.
• Strong analytical and problem‑solving capabilities.
• Excellent communication and presentation skills.
• A collaborative leadership style that builds trust across the organization.
• A continuous improvement mindset with a passion for innovation.
• Strong project and change management skills.
• A genuine commitment to Community First’s cooperative values and community impact.