Vice President of Retail Experience

Vice President of Retail Experience

Department: Retail Banking / Member Experience

Status: Full-Time | Exempt
Location: Pasadena, CA (Hybrid / On-site as applicable)

Salary range: $140,000 - $190,000

Position Summary

The Vice President of Retail Experience is a senior leader responsible for designing, delivering, and continuously elevating a red-carpet, member-obsessed experience across all retail delivery channels, including branches and virtual service environments. This role owns the execution of retail strategy, ensuring consistent achievement of deposit, lending, service, and engagement goals while building a high-performing, talent-rich organization that reflects the credit union’s commitment to community impact.

The VP of Retail Experience is accountable for aligning people, process, and performance to create an exceptional member journey—one that drives growth, loyalty, and trust—while developing leaders who inspire excellence and accountability.

Key Responsibilities: Member / Team Experience & Service Excellence

• Champion a member-obsessed, red-carpet service culture, ensuring every interaction is intentional, personalized, and solution-oriented.
• Establish and enforce service standards that create consistent, high-quality experiences across all retail and virtual channels.
• Use member feedback (NPS, surveys, complaints, insights) to drive continuous improvement and service recovery excellence.
• Serve as a visible leader who models service excellence and reinforces expectations through coaching and accountability.

Strategic Execution & Goal Achievement

• Own and deliver retail performance outcomes, including:
• Deposit growth
• Consumer lending production
• Account acquisition and deepening
• Member retention and engagement
• Translate enterprise strategy into clear retail goals, scorecards, and execution plans.
• Partner with Marketing, Lending, Operations, and Technology to ensure promotions, initiatives, and campaigns are launched with discipline, clarity, and frontline readiness.
• Monitor performance through dashboards and KPIs, taking decisive action to address gaps or missed targets.

Talent Development & Leadership

• Build a strong leadership bench by coaching, developing, and holding leaders accountable for both results and behavior.
• Create a culture of continuous learning, career progression, and internal mobility.
• Ensure performance management, feedback, and recognition practices are fair, consistent, and aligned with organizational values.
• Foster an environment where team members feel engaged, supported, and empowered to deliver exceptional service.

Community Impact & Brand Representation

• Serve as an ambassador of the credit union within the community, strengthening relationships with local organizations, businesses, and partners.
• Encourage and support team involvement in community initiatives, events, and service opportunities.
• Ensure the retail experience reflects the credit union’s mission and values, reinforcing trust, accessibility, and community connection.

Operational & Risk Oversight

• Ensure retail operations adhere to regulatory requirements, internal controls, and risk management standards.
• Partner with Compliance and Risk teams to proactively address issues and reinforce a culture of accountability.
• Drive process improvements that simplify workflows, enhance efficiency, and elevate the member and employee experience.

Leadership Competencies

• Member Obsession: Puts the member at the center of every decision.
• Results-Driven Execution: Consistently delivers measurable outcomes.
• People Developer: Builds strong teams and future leaders.
• Strategic Thinker: Sees the big picture and translates it into action.
• Community-Minded Leader: Understands the credit union’s role beyond transactions.
• Change Leader: Leads with clarity, confidence, and empathy during transformation.

Qualifications

• Bachelor’s degree preferred; experience in lieu of education welcome.
• 8 years of progressive leadership experience in retail banking, credit unions, or financial services.
• Proven success leading multi-site or omni-channel retail operations.
• Demonstrated ability to drive growth while elevating service and team engagement.
• Strong financial acumen with experience managing budgets, KPIs, and performance metrics.

Success Looks Like

• Members consistently describe their experience as exceptional, personal, and trustworthy.
• Retail teams clearly understand priorities and deliver against goals.
• Leaders are developed internally and succession pipelines are strong.
• The credit union is recognized as both a great place to bank and a great place to work.
• The organization is visibly engaged and respected within the community.

Job Type: Full-time

Pay: $140,000.00 - $190,000.00 per year

Work Location: Hybrid remote in Pasadena, CA 91124

Salary : $140,000 - $190,000