Retail Experience Specialist

Retail Experience Specialist

Kitsap Credit Union is searching for a Retail Experience Specialist. This role plays a vital role in ensuring consistent, high-quality member experience across all retail locations. This position serves as the subject matter expert for in-person procedural execution, helping branches deliver service excellence and operational consistency. Acting as a bridge between strategic initiatives and frontline execution, the Specialist helps translates vision into everyday practices that drive member satisfaction, operational effectiveness, and revenue growth. This role is highly visible in the branches, conducting on-site assessments, coaching teams, and partnering with the Training department to close gaps and reinforce best practices.

Reports to : Retail Experience Manager

Employment Type : Full-time, hourly, non-exempt, hybrid

Salary Range : $33.62 - $42.03 / hour depending on experience

Bonus Target : 7% potential incentive of base pay

Working Hours : Monday - Friday 8AM - 5PM

Grade : 9BC

Industry : Banking

Key Responsibilities :

• Enhance branch engagement & member experience.
• Serve as communication expert for all things retail.
• Function as an in-person resource across branches, supporting frontline teams in delivering consistent, high-quality member service.
• Conduct regular branch-level assessments to evaluate procedural execution, service delivery, and operational consistency.
• Identify gaps and opportunities, providing actionable feedback to the Training department to inform coaching and development.
• Champion consistent execution of service standards aligned with enterprise member experience goals.
• Reinforce best practices and ensure alignment with strategic initiatives through hands-on coaching and support.
• Promote a culture of excellence, helping teams understand and embody the credit union's values in every member interaction.
• Share success stories and feedback from the field to inform continuous improvement efforts.

Strategic Alignment & Execution :

Subject Matter Expertise :

Success Measures :

Required Qualifications and Education :

Preferred Qualifications :

Supervisory Status :

This position does not supervise others.

Working Conditions :

Our Values :

Integrity : We believe in acting with honesty, trust, and respect which are at the forefront of our daily engagement.

Responsibility : We believe that responsibility is holding ourselves accountable for our decisions, actions, and their outcomes.

Collaboration : We believe in the power of a diverse group of people working together to achieve a united outcome.

Authenticity : We believe activities in actions that demonstrate our commitment to be transparent, dependable, and genuine in every day.

What We Offer :

Not only are we one of the largest credit unions in Washington State, and growing, but we are also a company that cares about its employees. We back that up for our employees by offering competitive pay and a benefits package that helps support you and your family's lifestyle. We value our employees, and we strive to keep our benefits comprehensive and affordable. Some of our benefits include :

Free onsite parking

Annual time off and sick time accrued

11 Paid holidays

1 Personal floating day

Medical, Dental, Vision, Short- and Long-term Disability, Life and AD&D Insurance

Employee Assistance Program

Choose from a PPO medical plan or a High Deductible with a Health Savings Account

3% KCU funded Safe Harbor Contribution to your 401K

KCU will match up to 2% of your 401K contributions

All 401K contributions are 100% vested

Potential annual incentive in all roles within Kitsap Credit Union

Tuition reimbursement

8 hours of paid volunteer time off

Discounts on KCU's products and services

Enjoy unlimited ORCA transit access through KCU for less than $45 a yearyour cost as an employee

We believe in the power of belonging it's in our DNA as a not-for-profit, member-owned cooperative. Our un-bank-like structure ensures that we remain all about people : our members, our employees, and the people in the communities where we live and work. We work hard to provide a collaborative and inclusive environment where you can grow and excel in your career.

We are dedicated to serving our members by providing personalized experiences, convenient access, and highly competitive products and services. But it goes much deeper than that. For more than 86 years, we have been relentless about making a positive difference in our communities. We understand that when our members and communities succeed, we all succeed, and that success can't happen without great employees.