What are the responsibilities and job description for the Director - Retail Network & Member Experience position at USALLIANCE Financial?
About Us:
At USALLIANCE, we pride ourselves on innovation, teamwork, training and development and career planning. We are a unique members-first Credit Union Culture driven by our core Values: Trust, Collaboration, Achievement and Making a Difference. As part of our team, you will have the opportunity to grow both personally and professionally in an inclusive and supportive environment. Represent USALLIANCE in the community and form lasting relationships with our members and partners.
About This Role:
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.
Key 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.
Who You Are:
- Bachelor’s degree in business, finance, or related field (or equivalent experience) required; advanced degree preferred.
- 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.
What We Offer:
- 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.
Become a part of a team where your ideas are valued, your growth is supported, and your work makes a difference. Apply today and take the next step in your career with USALLIANCE.
EQUAL OPPORTUNITY EMPLOYER
USALLIANCE Federal Credit Union, as an Equal Opportunity Employer, values and supports the diverse cultures, perspectives, skills, and experiences within our workforce.
This job description is for informational purposes only and should not be construed as a complete listing of the job responsibilities and requirements. This job description may be modified at any time, for any reason, at the sole discretion of management.
At this time, USAlliance Federal Credit Union will not sponsor a new applicant for employment authorization or offer any immigration related support for this position (i.e., H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization).
If you need sponsorship now or in the future, look for this statement in the job description before you apply: “USAlliance Federal Credit Union will consider sponsoring a new, qualified applicant for employment authorization for this position”. If this is not listed in the job description, USAlliance Federal Credit Union will not provide sponsorship for the candidate to work in the United States.
It is unlawful for USAlliance to require or administer a lie detector test as a condition of employment or continued employment. In accordance with applicable state laws, an employer who violates this law shall be subject to criminal penalties and civil liability.
In the spirit of pay transparency, we are excited to share the base salary range for this position is $92,700 - $119,000 exclusive of fringe benefits or potential incentives. This position is also eligible for an annual corporate bonus. If you are hired at USALLIANCE Federal Credit Union, your final base salary compensation will be determined based on factors such as skills, education, and/or experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members as a part is any final offer. Please keep in mind that the range mentioned above is the full base salary for the role. Hiring at the maximum of the range would not be typical to allow for future and continued salary growth. We also offer a generous compensation and benefits package.
All positions must adhere to standard BSA/AML policies, procedures, and processes. Employees must demonstrate awareness of business functions and how business decisions affect financial and/or non-financial work results.
Salary : $92,700 - $119,000