VP 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

You'll help define what an exceptional Community First experience looks like—and ensure it comes to life consistently across every branch.

Responsibilities include:

• 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.

You'll provide leadership for the systems, processes, and behaviors that help our teams build trusted relationships with members.

Responsibilities include:

• 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

Great member experiences begin with great leaders. You’ll work alongside branch leadership to build coaching capability and strengthen leadership throughout the retail organization.

Responsibilities include:

• 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

You'll help the organization understand what is working- and where opportunities exist to improve.

Responsibilities include:

• 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

We're looking for a proven leader who combines strategic thinking with a passion for developing people.

Ideal candidates will have:

• 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.

The successful candidate will demonstrate:

• 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.

Equal Opportunity Employer
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