Are you a hands-on, people-focused leader who thrives in a fast-paced service environment? Do you enjoy developing teams, improving operations, and creating welcoming spaces that help members feel seen, heard, and valued? We're looking for a Director of Branch Experience who will lead our branch network with care, clarity, purpose and joy. This role is all about empowering leaders, enhancing day-to-day branch operations, and ensuring members receive consistent, high-quality service-every visit, every time.
About Us:
We're not your typical credit union-and that's by design. At TRUE Community Credit Union, we're a values-led, member-obsessed, and fast-growing organization with a bold purpose: to inspire the pursuit of a life well lived.
Our vision is to be your partner in writing a life story that stretches beyond your imagination, and our mission is to cultivate legacy-defining moments for the people and places we serve-for generations to come.
Member Experience is at the heart of how we bring that to life. Every interaction is an opportunity to build trust, deliver value, and make someone's day a little better. Whether we're opening an account, resolving a concern, or walking a member through a big financial decision, our branch teams create meaningful, human-centered experiences.
We're powered by a TRUECCU culture -a team of crazy-smart, wickedly-talented people who are passionate about our members, our communities, and each other.
If you believe in making a real difference, love creating joyful moments, and want to be part of something bigger, we just might be your perfect fit.
What You'll Do:
* Lead and manage the Branch Experience Managers and their teams across all locations to deliver exceptional, consistent member experience
* Support all aspects of branch operations, staffing, scheduling, and day-to-day performance
* Develop, mentor, and inspire branch managers to grow as leaders and build high-performing team
* Partner with cross-functional teams to ensure smooth and cohesive experiences across in-branch andremoteservice channels
* PromoteTRUE's service-based sales culture by empowering teams to connect members with the right products and service
* Monitor performance metrics and member feedback to identify opportunities for operational improvement and service enhancement
* Cultivate a culture of service, accountability, and continuous learning
* Champion efforts to improve efficiency, reduce friction points, and create more meaningful member interactions
* Ensurebranches operate in alignment with all policies, procedures, and regulatory guidelines
* Support organizational goals, OKRs and departmental KPIs
* Create a positive, people-first environment where team members feel valued, connected, and empowered to thrive.
Who You Are:
* You bring energy, enthusiasm, and purpose to your work, seeing every interaction as an opportunity to create alegacy-defining moment.
* You're a hands-on leader-someone who listens deeply, coaches intentionally, and holds your team to high standards.
* You're fueled by process, people, and purpose and nothing excites you more than seeing a team succeed together.
* You're committed to creating welcoming spaces for members and empowering environments where employees are proud to serve.
Your Experience Includes:
* 3--5 years of leadership experience in retail banking or credit union branch operations isrequired
* Experience leading multiple branch locations and managing geographically dispersed teams is strongly preferred
* Bachelor's degree preferred
* Demonstrated success in fast-paced, high-growth environments, with the ability to lead teams and meet performance goals
* Excellent communication and interpersonal skills, with the ability to connect with teams, coach leaders, and represent the credit union in the community
* Ability to lead through change, maintain stability under pressure, and manage competing priorities while sustaining service quality and team morale
Benefits:
* Benchmark-setting medical benefits; dental and vision benefits
* 401k AND employer-funded defined contribution pension plan
* Generous time off, paid holidays, and paid time for your birthday, inclusion time to celebrate cultural and religious holidays that matter most to you, and volunteer time to stay rooted in the work outside of work that refills your well
* TRUE Cares Paid Family Leave that provides qualifying employees with up to 200 hours of paid time for birth, bonding, adoption, foster care placement, and end-of-life care for qualifying family members
* Annual bonus reward program
* Company-paid short-term disability, long-term disability, and employee life insurance
* Tuition reimbursement
* Gym membership reimbursement
* Ongoing professional development investments