Director, Member Experience Design
Meridian Credit Union
- Etobicoke, ON
- Permanent
- Full-time
- 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
- 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.
- 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.
- 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 mapping complex tools, systems and processes as part of a human centered design process.
- Aptitude for facilitating/negotiating and aligning various organizational components to deliver outstanding Member service.
- Ability to demonstrate the tendency to challenge the status quo and drive constant improvement to achieve organizational goals.
- Experience in customer service management is an advantage.
- Managing team delivery through Agile methods is a benefit.
- We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!
- We provide you with the tools and technology needed to delight your candidates and clients!
- You'll get to work with and learn from diverse industry leaders, who have hailed from top organizations around the world
- Hybrid work arrangements with in-person office time to collaborate, innovate and build relationships with your colleagues
- This isn't your typical "corporate" job. We work hard and we have fun!
Bachelors