Senior Vice President of Hospitality

The Senior Vice President (SVP) of Hospitality plays a critical leadership role within Broadview, responsible for embedding a culture of hospitality-driven service excellence across all member-facing operations. Reporting to the Chief Experience Officer (CXO), this position will lead the charge in defining and driving a strategic hospitality vision that enhances member satisfaction, loyalty, and engagement.

The SVP will work closely with operational leaders to ensure that hospitality principles are woven into all retail, recovery, and digital service experiences, and to align operational efficiency with personalized, member-centric service.

• Collaborate with the CXO to develop a comprehensive hospitality strategy that aligns with organizational goals and elevates Broadview's member and employee experience.

• Drive the integration of hospitality principles across all member touchpoints, from in-branch services to digital platforms, ensuring seamless, personalized experiences that reflect Broadview's commitment to service excellence.

• Lead and inspire a culture of hospitality across the organization, leveraging training, engagement, and innovation to exceed member expectations and build lasting relationships.

• Partner with Member Experience Leadership to implement service initiatives that enhance member engagement and drive cross-channel efficiency. Ensure that all retail channels deliver consistent, high- quality service that aligns with the credit union's hospitality goals.

• Support Member Experience Leadership in designing empathetic recovery processes that prioritize member retention and long-term satisfaction.

• Lead the strategic planning and development of learning and development programs in partnership with the Employee Experience team. Ensure that training emphasizes hospitality, consultative service, and leadership skills for frontline and management teams.

• Oversee the Member Experience operational training team, ensuring that refresher and product training initiatives align with both member service standards and organizational goals.

• Foster a work environment that encourages teamwork, collaboration, and professional development, ensuring that employees at all levels are empowered to deliver exceptional service.

• Use data-driven insights and member feedback to continuously refine service delivery and hospitality practices across all channels.

• Collaborate with technology teams to enhance digital service channels, ensuring that "hospitality at your fingertips" is seamlessly integrated across platforms. Leverage AI and other emerging technologies to drive personalized member interactions and create competitive differentiation.

• Work with senior-level stakeholders to ensure that hospitality-driven service initiatives are effectively integrated across Broadview.