Director, Member

**About Vancity**

Vancity is a member-owned credit union built on the principles of inclusion and social justice. A relentless commitment to their values has helped them challenge the status quo and break down barriers since day one in 1946. They have bold commitments to make Vancity net-zero by 2040 across all mortgages and loans and are pursuing strategies on Indigenous banking and to improve the financial resilience of their members.

**About the workplace**

Join us as the Director of Member Experience Integration and Performance at Vancity At Vancity, we refer to our customers as members, reflecting our commitment to community and cooperative values. Member Experience is a newly established function at Vancity, where we are working to build a Member Experience that creates Hope and Optimism as our members administer their daily banking and navigate significant intersections in their lives and businesses. Reporting to the VP, Member Experience, you will play a key role in the creation of critical frameworks and strategies to drive member centricity and deliver exceptional Member Experiences.

As a transformative and influential leader, you’ll build deep, collaborative relationships with Lines of Business (LOBs) and support functions to seamlessly integrate our member experience strategy, performance, and frameworks into every corner of our enterprise. You’ll oversee and refine our Voice of the Member Program, implement closed-loop feedback systems, and set and monitor key qualitative and quantitative metrics for Member Experience & Engagement. You’ll work closely with the VP, Member Experience to realize our ambitious strategy to create experiences that consider the deeply personal motivations behind financial services decisions, leaving our members with a deep sense of safety and belonging at every interaction.

**A typical day would involve**:

- Overseeing the Voice of the Member program, ensuring a continuously improving program that is well structured, follows best practice and is communicated to both LOB’s and support teams regularly.
- Resetting the metric mix, both qualitative and quantitative, used to understand Member Engagement and Experience, linking intangible ‘moments that matter’ to tactical financial and impact outcomes.
- Deeply influence stakeholders in LOBs and support functions to integrate Member Experience (MX) strategy into their work; adjudicate adherence to service frameworks, create action plans for learnings from Voice of the Member, review results of member experience and engagement metrics and build action plans for improvement
- Collaborate with Member Experience Leadership and peer group in the Member Impact and Experience division to leverage insights into new designs, support POC’s and operationalization of new initiatives. Work with the Member Experience Readiness team to ensure fulfillment, adherence and performance of Member Experience initiatives
- Support enterprise-wide member-centricity by ensuring visibility of members in our physical and digital spaces, communications, business casing and prioritization
- Foster a paradigm shift to member centricity enterprise wide through a strong program of story-telling and ritual within our ways of working

**You have**:

- 10+ years in a customer experience, or related, role at a large organization
- Experience in financial services or banking sector is preferred
- Experience in a leadership role navigating transformation at large organization
- An undergraduate degree or equivalent experience
- Customer Experience Professionals Association (CCXP) designation preferred
- Deep understanding of qualitative and quantitative methodologies for measuring experience and engagement linked to financial outcomes
- Strong influencing skills, with an ability to engage stakeholders up to C-suite executives
- Background in behavioural psychology is an asset

**You are**:

- **A leader** - you understand how to motivate and support others in advancing the vision and mission of an organization. You craft plans, influence others in making progress on strategic goals, and cultivate an environment in which all are invited to contribute to success.
- **Deeply empathetic** - you appreciate the deep humanity of both our members and your colleagues. You appreciate the nuance in every interaction, striving to leave people feeling better than when you started.
- **Highly resilient** - you navigate change and ambiguity with aplomb. You keep the ‘big picture’ in mind, knowing that bumps along the way are natural parts of integrating a new way of approaching old ideas
- **Transformative by nature** - you live and breath the art of the possible. You think in terms of ‘How might we’ and ‘what could it be’. Unconstrainted by what was, you forge ahead, taking others on your journey
- **A skilled critical thinker** - you can manage ambiguity and operate in a complex environment. You are a ‘T’ thinker, considering multiple fa