Chief Member Experience Officer

**Posting: 25-45**

**Location**:Kitchener/Sault Ste. Marie (Hybrid)

**Reports to**:Chief Executive Officer

Join Our Team as Chief Member Experience Officer

Consistent with providing Your Neighbourhood Credit Union’s (YNCU) Members with the right financial services to live life, dream big and achieve financial success, the Chief Member Experience Officer (CMEO) is accountable for the development and execution of a Member centricity strategy across all our Member facing channels including but not limited to Retail and Commercial, Service Excellence Centre (SEC), Wealth Management Services, and Member Support and Payment Services.

The CMEO is a Member advocate, obsessed with improving the Member experience and journey through all interactions with YNCU. In addition, this role includes leadership of our Contact Centre, ownership of our NPS program, product innovation, sales enablement, operational excellence and process improvement. The CMEO also leads Member Operations including payments and operations teams and agent deposit processing.

As an integral member of the Chief Leadership Team (CLT), the CMEO must demonstrate superior leadership and be a role model not only for their Team, but the corporate wide staff complement.

**KEY ACCOUNTABILITIES OF THE ROLE**:
**Leadership and Strategy**
- Actively and collaboratively participate in YNCU’s strategic planning process with the Chief Leadership Team and the Board of Directors and work closely with peers to develop and implement long and short-term plans to bring the Strategic Plans to life. Be an advocate for internal culture, new initiatives, and transformation.
- Provide strategic leadership and guidance to all functional areas of the Credit Union related to the Member experience.
- Provide leadership to assigned Team Members through effective goal setting, delegation, and communication, and drive the achievement of goals in responsible business areas.
- Ensure the execution of established goals with Team Members and monitor progress toward and sustainability of achieving set goals.
- Conduct performance reviews as required, and formulate and implement corrective actions as needed.
- Facilitate the design of career development and training plans for each direct report to include coaching, motivation and support.

**Member Experience**
- Develop and implement a Member Centric business strategy to deliver outstanding Member experience across the entire Member journey.
- Ensure a high quality, service-driven environment through service standards and initiatives that continuously enhance services for Members including the establishment and implementation of measurable performance benchmarks to gauge Member loyalty/satisfaction.
- Champion and evolve the NPS program at YNCU, including target-setting and action planning.
- Partner with our marketing team to understand Member insights and research and translate to meaningful strategies to continuously improve the Member experience.
- Leadership of the Service Excellence Contact Centre, ensuring best in class service to our Members and work in partnership with other channels to service Member needs.
- Lead sales enablement: supporting the Chief Retail and Commercial Officer and the distribution teams to deliver exceptional advice conversations to members.
- Develop and support the frontline in the development of programs that support pipeline management, leveraging YNCU’s investment in Salesforce CRM.

**Product Innovation**
- Work in partnership with retail, commercial and wealth channel leaders to share Member experience feedback and partner on product evolution and innovation to meet Member needs.
- Lead business case development and feasibility assessments for new product initiatives.

**Retail Operational Excellence and Process Improvement**
- Champion procedural enhancements, support systems, resources and activities that are focused on exceptional Member experience.
- Provide first-line support to retail branch operations to resolve in-branch issues, business interruptions or management concerns.
- Ensure Retail policies and procedures and reviewed, modernized and have meaningful job aids and workflows for our retail staff.
- Project management leadership for retail projects or changes to ensure stakeholder management, resource requirements, timelines and budgets are met.

**Operations and Payments**
- Lead the Member support and payment services team to ensure efficient and timely service to our branch teams.
- Accountable for payment processing, investment administration, estate administration and all payment services for YNCU.
- Keep abreast of industry changes as they relate to payments modernization and open banking. Participate and manage any changes to payment products and services driven by industry or third parties.

**Other**
- Actively and collaboratively participate in the annual budget process to ensure alignment of department with YNCU goals and objectives, and create effective business pl