Director, Digital Experience

3 weeks ago

Winnipeg, Canada Cambrian Full time

As a locally based financial institution, Cambrian Credit Union is known for working within our community. Everything we do at Cambrian is guided by our five simple values: Integrity and Honesty; Member Focused; Competitive; Community Involvement; Innovative Spirit.

Cambrian Credit Union is seeking a Director, Digital Experience to join our dynamic Digital Experience & Innovation team.

Reporting to the Senior Vice-President, Digital Experience & Innovation, the Director, Digital Experience plays an integral role in the digital evolution of our business by leading the Digital Experience team in the design, continuous improvement, and successful adoption of our digital products and platforms that deliver an exceptional member service experience, in addition to delivering increased growth and revenue generation.

This role requires a dynamic and innovative leader who has a strong understanding of Financial Services and the Credit Union System, with proficiency in product management, channel distribution and the design of user-centric digital solutions. This role will work in close partnership and collaboration with the broader Digital Innovation, Sales/Marketing and IT teams along with project stakeholders, with specific focus on strategic innovation, change management and projects that impact prospects, members/customers and staff.

The Director, Digital Experience will take functional direction from the Vice-President, Marketing & Brand Experience with regards to creative, design, copy, content and member experience journeys integrated into the digital delivery channels and platforms.

In the role of Director, Digital Experience, you will:

  • Lead, develop and manage the performance of the Digital Experience team, including oversight of the integration of digital assets across various channels (e.g. online, mobile and in-branch). You will foster an environment of positive collaboration and delivery excellence.
  • Define, manage and execute the Digital Experience team initiatives within brand experience guidelines, including all technical aspects of the digital roadmap and backlog for all member servicing digital products, including websites and both self-service and staff-driven experiences, through alignment of business objectives in partnership with Marketing and IT teams.
  • Develop and implement digital experience initiatives in support of Cambrian’s strategic objectives, overall brand experience evolution, and annual business plans, in partnership with the Senior Vice-President, Digital Experience & Innovation and the Vice-President, Marketing & Brand Experience.
  • Work in collaboration with senior Sales, Marketing, Risk and IT leaders to identify business, operational and service delivery issues that can benefit from digital innovation. Essentially, solving business and member friction through digital solutions and out-of-the-box thinking that aligns with overall brand experience standards
  • Plan and implement initiatives that capture user feedback and/or engagement and conduct usability testing to inform product/experience design decisions, in close collaboration with the Vice-President, Marketing & Brand Experience and the Senior Digital Experience Designer. Where applicable, provide expertise in the design of research & surveys.
  • Work in partnership with Marketing, Sales and IT to ensure consistency in brand and distribution through a cohesive user experience across all digital platforms. This includes collaboration with Risk Management on underlying regulations, and looking to simplify complex internal processes, into intuitive, functional digital products for our staff and members.
  • Lead cross-functional project teams to foster effective collaboration and alignment between subject matter experts, product management and UX design.
  • Work in an agile manner, delivering value to users through continuous, iterative updates to digital products, driven by market research, validation and analysis to identify emerging trends, changing user requirements and viable opportunities for new or enhanced features and functionalities.
  • In collaboration with the appropriate senior business leaders, help lead the digital product experience lifecycle, from conception to renewal. Including the evaluation and recommendation of outsourced vendor solutions, manage vendor relationships and onboarding of outsourced solutions.

Your Education & Experience:

  • Minimum of 5 years of experience in digital banking, product management or UX design.
  • Bachelor’s degree in Design, Computer Science, Business, related field considered an asset.
  • Strong knowledge of Credit Union & Financial Services a strong asset.
  • Technical experience in software development and/or product design.
  • Proven track record of managing successful digital products, project management (PMP) experience considered an asset
  • Demonstrated team leadership and experience facilitating and leading cross-functional teams.
  • Excellent communication, collaboration, influence and project management abilities.
  • Deep understanding of user-centered design principles and methodologies.
  • Familiarity with the latest trends in digital technology and design.

Cambrian offers a work environment where teamwork and creative thinking are valued. In addition, we offer continuing professional development and a competitive total compensation package including:

  • A hybrid work environment with the use of advanced technology
  • Extended health and dental benefit options, up to 80% employer-paid premiums dependent on which coverage level chosen
  • Defined Contribution Pension Plan – matched at 6%
  • Short Term Disability, Life Insurance, Long Term Disability, AD&D insurance and EAP
  • Customized training, career development planning, and structured onboarding
  • Staff Banking Benefits - Employee interest rates on Credit Union personal loans, lines of credit, mortgages and credit cards
  • Annual Performance appraisals and merit increase reviews

Cambrian Credit Union would like to thank all applicants for their interest, however, only those selected for an interview will be contacted.

Note: Cambrian Credit Union is an equal-opportunity employer. We welcome and encourage applications from individuals with diverse backgrounds, abilities, and experiences. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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