Director, Member Experience Design

2 weeks ago

Etobicoke, Canada Meridian Credit Union Full time

**Why Meridian?**

At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.

Factor us into your next career opportunity. We want you to grow with us and have an experience that’s different. This is a place where you can expect the unexpected.

Find our story here: About Meridian

**The role**:
The **Director, Member Experience Design** is a strategic leader tasked with revolutionizing Meridian’s approach to Member engagement. Reporting to the _VP of Digital Transformation_, this role is central to Meridian’s commitment to digital innovation and Member-centric service. The Director will lead the development of a comprehensive Member experience strategy that reflects the company’s vision and helps the enterprise understand and anticipate the future of Member interactions. By uncovering the intricacies of the Member experience across multiple systems and channels, the Director will ensure that every touchpoint is an opportunity to reinforce Meridian’s Brand and enhance Member satisfaction. This includes the creation and leadership of a new team & discipline dedicated to this purpose; one that will be pivotal in realizing these goals.

**Is this role right for you? In this role, you will**:
**Team Strategy/Vision/Purpose/Process**
- Collaborate with peers and SLT to craft a strategic vision and purpose for the Member Experience CoE.
- Champion Member Experience as an integral component of Meridian’s goal to be Member Obsessed.
- Investigate, design and implement effective and adaptable processes for prioritization and execution of journey mapping and development that respond to changing Member needs and behaviors.
- Manage a collection of journey mapping and experience design tools that support strategic planning and decision-making across the organization.
- Utilize qualitative and quantitative research to construct ideal journey maps that enhance member experiences, including working across departments to identify opportunities and tools to simplify and automate experiences.
- Ensure consistent management of end-to-end member journey mapping, integrating insights, pain points, and business processes for a holistic perspective.
- Provide oversight to maintain the journey framework’s focus on identifying opportunities and improvements in the member experience that resonate with Meridian’s Brand

**Collaboration and Partnership**:

- Foster collaboration across departments to embed journey mapping insights into operations.
- Drive project completion within a matrix structure through strategic relationships and influence.
- Unite stakeholders around a common understanding of issues, setting clear goals for initiatives.
- Work with cross-functional teams to prioritize tasks, balancing immediate and long-term needs with a focus on Member Experience (MX).
- Develop team expertise in leveraging enterprise-wide relationships to understand capabilities, dependencies, and risks.
- Identify and recommend investments in tools and capabilities to streamline and automate processes.
- Enhance team proficiency in leading effective workshops, both virtual and in-person.
- Implement monitoring controls for Member experience, leading discussions with stakeholders to evaluate performance and update on initiatives.
- Stay informed on emerging trends and regulations to seize new opportunities that improve Member interactions.

**Leadership Responsibilities**
- Build and manage a cross-functional team committed to executing the Member experience strategy, fostering a Member-first culture.
- Design, recruit, and evolve a strong, experienced team with skills in design research, facilitation, and analysis that will act as a coordination point between lines of business and centralized service teams, ensuring seamless communication from issue identification to tactic execution.
- Ability to source, assemble and manage a cross divisional set of team members (matrix organization) and ensure they are focused on a common goal
- Champion a grassroots, omnichannel approach to Meridian’s Member Obsessed, digital-first philosophy, ensuring the team embodies this mindset.
- Provide leadership, advice, and mentorship to team members.
- Manage performance, development, succession, and coaching for direct reports effectively.
- Collaborate and integrate with the broader organization.
- Be a strategic thinker, planning for the future of Member experience.

**Knowledge, Skills, and Abilities**
- Exceptional leadership abilities to guide, motivate and inspire the Member Experience Design team and the broader team engaged in Mapping or Design activities.
- Experience managing efforts within a matrix structure through strong influence, negotiation and facilitations skills.
- A proven track record in defining and executing strategy to improve customer experience.
- Experience mapp

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