Director of Branch Experience

ARLINGTON COMMUNITY FEDERAL CREDIT UNION•Harrisonburg, VA

2d•$85,854 - $101,005•Onsite

About The Position

We are actively recruiting for a Director of Branch Experience to lead and oversee the credit union’s branch network. In this role, you will execute retail strategies that deliver exceptional member experiences, drive operational excellence, and support sustainable growth. The Director of Branch Experience will oversee a region or portion of the CU’s branch network, as there is another Director that they will work with. This is a high-impact leadership position responsible for coaching and developing branch leadership teams, managing sales and service performance, championing retail innovation, and ensuring regulatory compliance, all while fostering a culture of accountability, service excellence, and continuous improvement.

Requirements

Associate or bachelor’s degree in business administration, finance, management, or a related field preferred; 7–10 years of progressive leadership experience in retail financial services or branch operations may be accepted in lieu of a degree.
Minimum three to five years of supervisory experience required; proven track record leading multi-branch teams and driving retail performance.
Demonstrated experience leading operational transformation, sales growth, and member or customer experience initiatives.
Strong business acumen with experience managing retail performance metrics, staffing models, and operational efficiency.
Proficiency with core banking platforms, workforce management software, performance reporting tools, Microsoft Office Suite, and digital member engagement technologies.
Knowledge of federal regulations and compliance requirements including BSA/AML and OFAC; experience supporting audits and managing operational risk.
Experience with omnichannel service delivery, including branch, digital, and contact center channel integration.
Excellent communication, interpersonal, and relationship-building skills; ability to influence and collaborate across all levels of the organization.
Willingness and ability to travel regularly across multiple branch locations.

Nice To Haves

Spanish fluency preferred.
Completion of advanced leadership development, credit union industry education, or professional certification programs a plus.

Responsibilities

Lead and oversee the credit union’s branch network.
Execute retail strategies that deliver exceptional member experiences.
Drive operational excellence and support sustainable growth.
Oversee a region or portion of the CU’s branch network.
Coach and develop branch leadership teams.
Manage sales and service performance.
Champion retail innovation.
Ensure regulatory compliance.
Foster a culture of accountability, service excellence, and continuous improvement.