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Company Name Coast Capital Savings

Member Experience Business Advisor

Together, we help empower you to achieve what’s important in your life.

What’s the job?

The Member Experience Business Advisor contributes to the achievement of Coast Capital Savings’ business objectives by helping ensure Member Experience (MX) strategy and initiatives align with business priorities and support our members’ financial well-being. This role is responsible for providing support to the business and for bringing the business line perspective into the design of new member experiences, by identifying opportunities and delivering solutions related to communications, project implementation and resource development. The Member Experience Business Advisor also manages the development and execution of plans to roll out and monitor the success of new member experiences, tools and services throughout the organization and across all channels.


What you’ll get to do:

  • Key focus is to provide strategic and implementation support to the Director, Member Experience Business Partner in the delivery of his/her mandate.
  • Plays an active role in the implementation of a differentiated member experience strategy that supports the business and the financial well-being of our members through the facilitation of business client interactions, and the contribution of ideas, projects and development of resources.
  • Responsible for developing and managing an MX project implementation calendar, liaising with the communications and change management to develop coordinated plans, and drafting internal communications materials as required.
  • Partners with MX colleagues and business leaders to develop, support and track the implementation and ongoing evolution of the member journey maps developed by the MX design lead.
  • Summarize business line strategies and initiatives and provide business line perspective to the MX design and insights team aide in the creation of personas, journey maps, experiences, services and tools.
  • Conducts reviews of business strategy documents, monitors sales results and keep abreast of business line initiatives to identify opportunities for MX function and to support business objectives.
  • Manages external suppliers, preparing internal stakeholder meeting materials, coordinating design sessions, liaising with research team and providing project management support for the digitization of the existing Money Chat and redesign.
  • Write materials in support of the implementation of new MX initiatives, such as leaders messaging and Q&A's, huddle guides, training briefing notes and sales enablement guides.
  • Work collaboratively with Retail and Commercial teams, respond to information requests and provide MX related advice and project specific support.


Who are we looking for?

  • 4+  years of experience in the financial services industry
  • Strong project management skills
  • Program management experience
  • Experience in journey mapping, and the development of personas
  • Experience with market research and member insights


Why join Coast Capital Savings?

We don’t mean to toot our own horn, but…

  • We improve Canadians’ financial well-being through providing simple financial help.
  • Employees do what’s best for our members. Every day.
  • We believe in being a great corporate citizen so we invest in our local communities by donating our time, money and expertise.
  • Our employees take advantage of the many opportunities to grow their careers.
  • Employees love having a cool place to work, which includes wearing their jeans on Fridays & Saturdays and being recognized with a virtual (and, at times, an actual) high-five.
  • Our inspiring leaders help our employees develop their talents and encourage them to be their fabulous selves.
  • We have a unique culture where we take our business seriously, but ourselves, not so much.
  • In 2017, we earned double kudos by being named one of BC’s Top Employers and one of Canada’s Best Managed Companies – two of the nation’s most coveted business ads, may we add.

Does this position inspire you?  If so, apply today at Coast Capital Savings. www.coastcapitalsavings.com/careers

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