Head of Branch Experience & Performance

Community First Credit Union; Neenah (WI); On-site; USD 90,000 - 150,000; Full time

Job summary

Community First Credit Union in Wisconsin seeks an accomplished leader to elevate member experiences and drive a relationship-first culture across branches. You will shape leadership development, coaching practices, and enterprise initiatives that improve efficiency, engagement, and performance.

The role emphasizes data-informed decision making, collaboration with Marketing, Lending, Digital, and Operations, and the ability to influence without direct authority while delivering measurable

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership experience

Strategic thinking

Change management

Data-driven decision making

Cross-functional collaboration

Coaching and development

Communication skills

Education

Bachelor's degree in Business, Finance, Management, or related field

Master's degree preferred

Job description

Community First Credit Union in Wisconsin seeks an accomplished leader to elevate member experiences and drive a relationship-first culture across branches. You will shape leadership development, coaching practices, and enterprise initiatives that improve efficiency, engagement, and performance.

The role emphasizes data-informed decision making, collaboration with Marketing, Lending, Digital, and Operations, and the ability to influence without direct authority while delivering measurable