Vantage West Credit Union

Vantage West Credit Union is the largest credit union in Arizona with $2.7 billion in assets, 20 locations, and 175,000 members. Founded in 1955 in a one-room barrack at Davis-Monthan Air Force Base with the mission to help Tucson’s airmen and their families. In the past 60+ years, Vantage West has expanded to serve the entire state of Arizona, beyond just service men and women. Today, across Arizona, there is one thing that Vantage West is known for: member experience. Besides hiring top talent, the secret behind this differentiator is the investment Vantage West CU makes in their teammates. 

In 2020, Vantage West undertook a huge network expansion project, partnering with DBSI to add 10 branches in only 2 years.

With this project, they aimed to take it a step beyond just designing new spaces; they wanted to train their staff to operate in a more universal and advisory format in these spaces.

With such a dynamic change in their spaces and not wanting to leave anything to chance—Vantage West ensured their front-line staff was properly trained and ready to deliver the new staffing model by investing in DBSI’s Delivery Defined training program. A hands-on program with role-playing, choreography, and a leave-behind playbook. By engineering the experience, staff understood the strategic intent behind the change, how to interact with members with all of the new key elements, and had talk tracks for engaging members.

And the results have been phenomenal: since opening, the new branches have received 100% member satisfaction and perfect scores on every secret shopper survey!