Director, Member Experience & Service Excellence

Broadview Federal Credit Union•Albany, NY

18h

About The Position

The Director, Member Experience & Service Excellence is responsible for governing and continuously improving a consistent, hospitality-driven member experience across all channels while leading a high-functioning team of professionals. This role ensures that established service and operational standards are consistently delivered, partners with business units to align execution with those standards, and uses insights to drive measurable improvement. This leader connects performance, experience, and operations, ensuring consistency without losing the flexibility needed to support business unit nuances.

Requirements

Bachelor’s degree required
8+ years of experience in operations, member experience, hospitality, retail, financial services, or a related environment
5+ 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

Nice To Haves

Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.

Responsibilities

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
Drive consistency across channels by reducing variability in execution while respecting business unit needs
Lead and develop a high-performing team responsible for quality, experience insights, and operational consistency
Act as an enterprise advocate for hospitality, ensuring Broadview values are consistently reflected in how we serve members and support one another
Leverage and evolve enterprise technology systems to enable service standards, quality measurement, feedback loops, and scalable delivery of a consistent member experience