VP Branch Experience & Performance

As a leader within Community First, you will help shape and advance the member experience, sales and service effectiveness, and overall performance of our branch network. You'll partner with branch leaders, executive leadership, and cross-functional teams to strengthen the way we serve our members, develop our people, and deliver on our commitment to a relationship-focused experience.

In this role, you'll combine strategic thinking, data-driven decision-making, leadership development, and continuous improvement to identify opportunities and turn them into meaningful results. You'll help drive consistency across our branches while fostering innovation, collaboration, and a culture that puts our members and employees first.

What you will do:

• Champion an exceptional member experience. Drive a consistent, relationship-focused member experience across all branch locations, ensuring interactions reflect Community First's culture, values, and brand promise. Evaluate the member journey to identify opportunities to simplify processes, remove friction, and improve service delivery.

• Strengthen sales and service effectiveness. Lead the evolution of Community First's member conversation and sales philosophy, ensuring needs-based conversations, referral practices, and service handoffs are simple, consistent, and effective. Identify opportunities to improve branch processes and strengthen frontline performance while preserving our relationship-first culture.

• Drive cross-functional collaboration and innovation. Partner with Marketing, Lending, Digital, Operations, and other business units to create a seamless member experience across delivery channels. Identify, evaluate, and implement new technologies, tools, service models, and process improvements that enhance the member and employee experience.

• Develop leaders and strengthen organizational capability. Partner with branch leadership and Learning & Development to build leadership and coaching capabilities across the retail organization. Establish consistent coaching expectations and performance practices, helping leaders use data, feedback, and observation to develop employees, recognize success, and address performance opportunities.

• Use data and insights to drive performance. Monitor branch performance across member experience, sales effectiveness, operational quality, employee engagement, and productivity. Analyze trends, identify opportunities, conduct root-cause analysis, and translate findings into actionable recommendations that support business objectives and long-term success.

• Lead strategic initiatives and continuous improvement. Guide enterprise-wide and cross-functional initiatives that improve branch performance, operational effectiveness, and the member experience. Partner with stakeholders to evaluate opportunities, establish success measures, implement solutions, and assess results.

• Communicate insights and influence outcomes. Prepare and present business updates, performance trends, and strategic recommendations to executive leadership and key stakeholders. Build alignment across teams, influence decisions, and foster accountability for achieving organizational priorities.

• Promote a culture of growth and accountability. Encourage continuous learning, collaboration, innovation, and improvement throughout the retail organization. Identify organizational capability gaps and recommend strategies that strengthen leadership effectiveness, employee engagement, and overall performance.

Qualifications Include:

• Bachelor's degree in Business, Finance, Management, or a related field required; master's degree preferred.

• 7+ years of progressive leadership experience in retail banking, financial services, or a comparable service organization.

• Demonstrated success leading leaders, influencing organizational priorities, and driving initiatives across multiple locations or business functions.

• Experience improving member or customer experience, sales effectiveness, operational excellence, and overall business performance.

• Proven ability to lead cross-functional initiatives, manage organizational change, and implement process improvements.

• Experience using performance metrics, analytics, and business insights to identify opportunities, guide decisions, and improve results.

• Strong leadership, coaching, and talent development skills, with the ability to build accountability and strengthen organizational capability.

• Excellent problem-solving, critical-thinking, and decision-making skills, with the ability to evaluate complex issues and develop practical solutions.

• Highly effective oral, written, and interpersonal communication skills, including the ability to present recommendations and influence stakeholders at all levels of the organization.

• Strong organizational and project management skills, with the ability to manage competing priorities and lead initiatives from concept through implementation.

• Demonstrated ability to build collaborative relationships and influence without relying solely on formal authority.

• A commitment to continuous improvement, innovation, Community First's cooperative values, and making a positive impact in the communities we serve.