SVP Hospitality
SVP Hospitality
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Job Description
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 Senior Vice President (SVP) of Hospitality plays a critical leadership role within Broadview responsible for embedding a culture of hospitalitydriven service excellence across all memberfacing 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 membercentric service.
Essential Job Functions/Responsibilities:
Collaborate with the CXO to develop a comprehensive hospitality strategy that aligns with organizational goals and elevates Broadviews member and employee experience.
Drive the integration of hospitality principles across all member touchpoints from inbranch services to digital platforms ensuring seamless personalized experiences that reflect Broadviews 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 crosschannel efficiency. Ensure that all retail channels deliver consistent high quality service that aligns with the credit unions hospitality goals.
Support Member Experience Leadership in designing empathetic recovery processes that prioritize member retention and longterm 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 datadriven 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 seniorlevel stakeholders to ensure that hospitalitydriven service initiatives are effectively integrated across Broadview.
Partner with finance sales and other key departments to align hospitality initiatives with broader organizational objectives and optimize resource allocation.
Minimum Qualifications:
15 years of leadership experience in hospitality or customer experience with at least 5 years in a senior leadership role.
Proven track record of leading customercentric hospitalitydriven strategies in a serviceoriented environment.
Strong leadership and collaboration skills with experience working crossfunctionally to drive service excellence and operational efficiency.
Ability to analyze complex situations identify opportunities for improvement and implement effective solutions that enhance member satisfaction.
Datadriven mindset with a strong aptitude for leveraging technology and innovation to improve the member experience.
Bachelors degree in hospitality management business administration or related field; MBA preferred.
Experience in financial services or retail banking is preferred but not required.
Compensation:$195000 $230000 plus a competitive benefits package
Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.
We are an equal opportunity employer. We do not discriminate on the basis of race creed color national origin religion sex age veteran status disability genetic information gender identity or any other protected class.
Broadview FCU is committed to ensuring individuals with disabilities and/or those whohave 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
Required Experience:
Senior Exec
Employment Type
Full-Time
