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Company Name Coast Capital Savings
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Member Experience Intelligence 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 Intelligence Manager contributes to the achievement of Coast Capital Savings’ business objectives by developing and implementing a member experience intelligence practice within the member experience team that will support the organization’s member experience transformation. This person plays a lead role in the development of new member experiences that align with Coast Capital’s MX strategy and enhance the financial well-being of our members. This role is also responsible for partnering with the Research and Data Analytics teams to create a 360 degree view of the member and supporting an organization-wide framework for acting on member insights. Another key responsibility for the Member Experience Insights Manager is the development of a Member Experience (MX) measurement program in collaboration with the Research team to set goals for the MX function, track the success of MX initiatives and ensure alignment to business line objectives.

 

What you’ll get to do:

  • Lead the member experience intelligence practice within the MX team.
  • Support the member experience design and rapid prototyping process with human centered research methodologies.
  • Support the development of member personas.
  • Partner with Research and Data Analytics teams to understand member perception and behavior data and insights for the development of current state journey maps. 
  • Partner with the Research team to develop and implement a Voice of the Member survey.
  • Partner with Research and Data Analytics on the development of comprehensive 360 degree view of the member that gathers, consolidates, and produces actionable insight from all reactive and proactive member feedback, CRM data and relevant operational metrics.
  • Build and manage an enterprise-wide framework for prioritizing and acting on insights from the 360 degree view of the member in alignment with our MX strategy, business objectives and our members’ financial well-being.
  • Partner with the Employee Experience (EX) lead, Research and Human Resources to develop an organization wide Voice of the Employee program focused on identifying and addressing internal enablers and barriers to providing a differentiated member experience.  
  • Drawing on member and employee insight work with the MX business partner and EX lead to recommend and prioritize actions to improve the member experience.
  • Drawing on member and employee insight provide guidance and framing to the MX design lead on member needs to be fulfilled, expectations to be met, goals to be achieved, problems to be solved and pain points to be addressed.
  • Work with Research team to develop a MX measurement program, including developing and tracking MX metrics, identifying and tracking metric drivers and making recommendations on activities that support metric drivers.
  • Partner with Research team to provide consolidated member and employee experience dashboard and regular reporting to organizational leadership.
  • Keep abreast of industry best practices in member experience intelligence.

 

Who are we looking for?

  • 7+ Years of Job Related knowledge in customer experience metrics and research
  • Bachelor's Degree or a diploma requiring 3 - 4 years of full-time study.
  • Sound knowledge of financial services industry
  • Strong project management skills
  • Strong knowledge of enterprise and member experience metrics, member research best practices and research requirements of human centered design

 

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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