Member Experience Design Advisor
Together, we help empower you to achieve what’s important in your life.
What’s the job?
The Member Experience Design Advisor contributes to the achievement of Coast Capital Savings’ business objectives by supporting the design of differentiated member experiences that bring our Member Experience (MX) strategy to life across all channels. This role is responsible for assisting in the development of member experience journey maps and the creation of new environments, services and tools that enhance the interactions those members have with Coast Capital to improve their financial well-being. He/she also works with stakeholders across the organization to ensure that products, digital solutions, policies and processes align with the MX strategy and design principles.
What you’ll get to do:
- Prepare materials for journey mapping and experience design activities, liaise with design workshop participants, help facilitate and capture results of workshops.
- Draft detailed, organization-wide member experience journey maps with recommendations and implementation plans to address friction points and develop new experiences in alignment with our MX strategy.
- Leveraging research, best practices, personal observation and MX lead input, develop, individually or in partnership with key stakeholders, member personas for journey mapping and experience design, including preparing workshop materials, recruiting members for co-creation sessions and facilitating member sessions; draft the personas for review by the MX team and internal stakeholders that will help guide all future member journey mapping and experience design.
- Design and build prototypes of experiences, services and tools for testing and refinement to proof of concept stage.
- Individually and/or in partnership with key stakeholders, create and draft design principles, processes and toolkits aligned to MX strategy to support internal partners that develop member facing products, technology and services. Collaborate with internal stakeholder to demonstrate how to effectively integrate the principles into their design work.
- Work closely with MX business partner advisor to develop tactical implementation plans for new member experiences, services and tools.
- Partner with internal stakeholders to draft complementary organization-wide internal ecosystem process maps for member journeys.
- Manage internal and external creative, UX, digital and technology suppliers necessary for the design process.
- Provide strategic and implementation support the Manager, Member Experience Design to build the experience design practice within the MX team, including the generation of design ideas, drafting of project management calendars, facilitation of project planning meetings, and engagement of key stakeholders for input and guidance.
- Provide project management support for all journey mapping and experience design work.
- Work closely with the MX insights lead to gain a deep understanding of our members and gather insights throughout the design and prototyping process.
- Track member centric metrics to assess the success of new solutions.
- Provide project management support for building member experience solutions to launch-ready status; coordinate work with Enterprise Project Management Office for large scale initiatives.
- Conduct regular reviews of new member experiences, services and tools and draft design elements that align with Coast Capital’s MX strategy, support business objectives and strengthen the financial well-being of our members.
Who are we looking for?
- 4 +Years of Experience in the financial services industry
- Bachelor's Degree or a diploma requiring 3 - 4 years of full-time study.
- Strong project management skills
- Strong understanding of human centered design, journey mapping, and the creation of personas
- Product development experience
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
