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Company Name Coast Capital Savings

Member Experience Design Manager

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


What’s the job?

Reporting to the VP, Member Experience, the Member Experience Design Manager contributes to the achievement of Coast Capital Savings’ business objectives by designing differentiated member experiences that bring our Member Experience (MX) strategy to life across all channels. This role is responsible for the development of a comprehensive journey mapping program to better understand how our members interact with us, address challenges they encounter and provide a blueprint for creating new experiences that strengthens their relationship with us. The Member Experience Design Manager utilizes human centered design and rapid prototyping to create new environments, services and tools that improve the experiences that members have with Coast Capital and help enhance their financial well-being. This position champions member centric design thinking throughout the organization and collaborates with internal stakeholders to help ensure that the experiences, products, digital solutions and processes they are responsible for are created in alignment with the MX strategy and its core design principles.


What you’ll get to do:

  • Work closely with the MX Business Partner to understand business objectives and prioritize design initiatives.
  • Manage the design of new member experiences, services and tools that align with Coast Capital’s MX strategy, support business objectives and help strengthen the financial well-being of our members.
  • Lead all journey mapping activities, from assessing current state member journeys and facilitating co-creation workshops to developing future state journey maps with recommended implementation plans.
  • Develop and refine member personas for journey mapping and experience design.
  • Use best practices from human centered design, design thinking, behavior economics and other disciplines to create solutions that respond to member problems, needs and goals.
  • Work closely with the MX Insights Lead to gain a deep understanding of our members and gather insights throughout the design and prototyping process.
  • Support the development of member centric metrics to assess the success of new solutions.
  • Develop design principles, processes and toolkits aligned to MX strategy to support internal partners that develop member facing products, technology and services.
  • Provide MX design support to the digital, product and marketing teams as well as for high priority Enterprise Project Management Office (EPMO) led projects.
  • Over long term, develop and manage a financial well-being lab that will be a centre of innovation and MX design excellence to support our member’s financial well-being.
  • Provide MX design thought leadership throughout Coast Capital and develop partnerships with leading universities and research organizations in this space.
  • Partner with key stakeholders to develop complementary internal ecosystem process maps for customer journeys.
  • Work with internal stakeholders and external suppliers as required to secure creative, UX, digital and technology expertise necessary for the design process.
  • Use rapid prototyping methodology to create member experience solutions to proof of concept stage, then collaborate with internal stakeholders to build solution to launch ready.
  • Collaborate with MX business partner on implementation plan for new member experiences, services and tools.
  • Act as MX team and product lead for MX projects that require EPMO support to build and execute.


Who are we looking for?

  • 7+ Years of Job Related background in a customer experience focused role
  • Bachelor's Degree or a diploma requiring 3 - 4 years of full-time study.
  • Sound knowledge of financial services industry
  • Strong project management skills
  • Proficiency in human centered experience design, including journey mapping and market segmentation 


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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