Director, Member Experience & Service Excellence

If you are ready to join a company that truly cares about its employees, our members, and our community then you have come to the right place!

Summary of Role:

The Director, Member Experience & Service Excellence is responsible for governing and continuously improving a consistent, hospitality-driven member experience across all channels while leading a high-functioning team of professionals. This role ensures that established service and operational standards are consistently delivered, partners with business units to align execution with those standards, and uses insights to drive measurable improvement.

This leader connects performance, experience, and operations, ensuring consistency without losing the flexibility needed to support business unit nuances.

Essential Job Functions/Responsibilities

Govern and reinforce enterprise service and operational standards to ensure consistent delivery of a hospitality-driven member experience across all channels

Partner with business units to align processes and workflows with established standards, balancing operational realities with service expectations

Establish and oversee quality and experience measurement frameworks that assess how consistently standards are being delivered

Build and manage closed-loop feedback systems that connect insights from quality, member feedback, and frontline observations into actionable improvements

Identify trends, gaps, and root causes impacting the member experience, and partner across teams to implement sustainable solutions

Translate standards into clear, observable expectations and performance indicators that can be operationalized through daily routines and leadership practices

Serve as a key partner to operational training teams by identifying performance gaps and informing training priorities

Drive consistency across channels by reducing variability in execution while respecting business unit needs

Lead and develop a high-performing team responsible for quality, experience insights, and operational consistency

Act as an enterprise advocate for hospitality, ensuring Broadview values are consistently reflected in how we serve members and support one another

Leverage and evolve enterprise technology systems to enable service standards, quality measurement, feedback loops, and scalable delivery of a consistent member experience

Minimum Job Qualifications:

Bachelor’s degree required

8+ years of experience in operations, member experience, hospitality, retail, financial services, or a related environment

5+ years of leadership experience, including building and developing high-performing teams

Proven ability to measure performance and drive consistency across multiple channels or business units

Experience leveraging data, quality insights, and feedback loops to improve performance and experience outcomes

Strong understanding of operational processes, quality assurance, and performance management in a service environment

Ability to influence across a matrixed organization and partner effectively with training, operations, and business leaders

Strong communication and executive presence

Passion for hospitality, employee experience, and continuous improvement

Starting Compensation: $97,371-$126,582 annually, plus a competitive benefits package.

Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.

Broadview FCU is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our Website or need assistance completing the application process, please contact us at talentacquisition@broadviewfcu.com