Director - Retail Network & Member Experience

USALLIANCE Financial • Port Chester, NY

7h • Hybrid

About The Position

The Director - Retail Network & Member Experience is a dynamic leader responsible for driving the financial performance, sales & business growth, member experience, and strategic direction of the Credit Union’s branch network. Acting as a brand ambassador and thought leader, the Director develops and executes strategies that strengthen community engagement, deepen member relationships, and expand the Credit Union’s presence in key markets and achieve key sales targets in terms of new members, cross-sell and deposits and loans balances growth.

This role requires a forward-thinking, data-driven leader who can inspire high-performing teams, champion operational excellence, and deliver innovative solutions that align with the Credit Union’s mission, vision, and values. The Director of Retail Network & Member Experience plays a critical role in shaping the Credit Union’s retail footprint, coaching branch leaders to act as market “shop owners,” and ensuring branches consistently deliver premier member experiences while maintaining compliance, risk management, and profitability standards.

Requirements

• Bachelor’s degree in business, finance, or related field (or equivalent experience) required
• 7–10 years of progressive experience in retail banking or financial services, including at least 3 years in a multi-branch leadership role.
• Ability to travel across branch network in NY, CT, and MA. Monthly multi-Day / overnight travel might be required.
• Strong business acumen with the ability to interpret financial and performance metrics, identify trends, and execute strategic initiatives.
• Hands-on analytical acumen. Able to extract, interpret and organize branch data and KPIs using evidence to develop growth strategies and tell overall plan / story to senior management.
• Demonstrated ability to build and lead high-performing, diverse teams with a focus on coaching, accountability, and results.
• Data-driven decision maker with strong analytical and problem-solving skills.
• Demonstrated ability to recognize business challenges, assess root causes, and implement innovative solutions.
• Excellent communication, presentation, and relationship management skills.

Nice To Haves

• advanced degree preferred

Responsibilities

• Provide direct leadership, coaching, and accountability for Branch Managers, ensuring branch teams deliver exceptional service while achieving service and financial performance targets.
• Utilize data and analytics to track member behaviors, identify trends, and implement targeted strategies that enhance member engagement and branch profitability.
• Ensure branch operations adhere to compliance standards, risk management practices, and safety/security protocols.
• Build, retain, and develop diverse, high-performing branch teams, cultivating a culture of inclusion, accountability, and continuous learning.
• Coach Branch Managers to equip them to manage performance, member engagement, staffing, and budgetary responsibilities with entrepreneurial ownership.
• Lead planning and workforce development initiatives to strengthen bench strength across retail branch operations.
• Act as a visible ambassador of the Credit Union in the community, representing the organization at community events, SEG functions, and local market initiatives.
• Support Branch Managers to develop branch-specific outreach strategies that increase awareness, strengthen relationships, and expand membership in their markets.
• Serve as a liaison between branch teams and internal stakeholders, ensuring alignment of retail strategies with organizational goals.
• Communicate performance metrics, market insights, and resource needs to executive leadership with clarity and impact.
• Proven track record of driving branch growth, improving member experience, and leading operational excellence.
• Work cross-functionally with other departments i.e. Marketing, Technology, Payments / Deposits Operations, Contact Center and other areas to create/ improve key in-branch processes geared towards growth and member experience.

Benefits

• Competitive salary and benefits package
• 401K with 6% match
• Competitive year end incentive if eligible
• Paid Time Off, Wellness Time & Paid Federal holidays
• Opportunities for professional development and career growth with exposure to mentorship from the executive team and industry leading training.
• A mission-driven organization with collaborative and inclusive work environment and values.
• High Performance Culture that specializes in training to sharpen and expand skills brought to USALLIANCE.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 101-250 employees