Chief Member Experience Officer

The Linchpin Co. is a people operations group offering custom recruitment and consulting services. At Linchpin, we know a company's most valuable resource is its people, and we are people experts!

We will be the point of contact between you and Community Savings Credit Union during the recruitment process, acting as your trusted advisor and coach. We look forward to your interest.

THE COMPANY :

Community Savings Credit Union’s team is passionate about transforming our Social Purpose into action. We are the fastest growing and the largest fully unionized Credit Union in BC. For over 80 years now, we have been making an incredible impact in the communities we live in and work in by supporting working families through our financial products, services, daily interactions, advocacy work, and most importantly our commitment to our team members’ well-being.

THE ROLE :

The Chief Member Experience Officer (CMEO) is responsible for leading the development and execution of strategies that enhance member satisfaction, strengthen relationships, and drive revenue growth within Community Savings across multiple brands. This role oversees the performance of the branch networks ensuring seamless and high-quality member experience. The CMEO works closely with teams to develop sales strategies aimed at increasing deposit growth, loan origination, income generation and product adoption while setting performance targets aligned with the organization's overall goals.

KEY RESPONSIBILITIES :

• Leads strategies to enhance member satisfaction and drive revenue growth across multiple brands.
• Oversee branch networks to ensure a seamless, high-quality member experience.
• Collaborates with teams to develop sales strategies focused on increasing deposit growth, loan origination, income generation, and product adoption.
• Sets performance targets aligned with organizational goals.

Branch Network & Member Experience Management

• Implement best practices to improve member interactions and satisfaction scores.
• Ensure operational efficiency within the branch network.
• Cultivates a service-oriented culture within the branches.

Data-Driven Decision Making :

• Leverages data analytics to anticipate member needs and deliver personalized services.
• Enhances member engagement across all channels through data insights.

Digital & Physical Channel Integration

• Integrate digital and physical channels to create a cohesive member journey.
• Drives the adoption of digital banking tools in collaboration with IT and marketing teams.
• Ensures members have convenient access to services online and via mobile platforms.

Innovation & Leadership Development

• Fosters a culture of innovation within the organization.
• Mentors branch managers and frontline teams to enhance leadership capabilities and sales effectiveness.

Compliance & Performance Monitoring

• Ensures adherence to credit union policies, regulations, and risk management standards.
• Uses data to monitor performance and optimize outcomes for member-facing operations.
• Collaborates with back-office to integrate regulatory changes into the member experience strategy and frontline training.
• Champions a culture of compliance across all member-facing teams through training, monitoring, and continuous improvement.
• Participate in enterprise risk management (ERM) activities to represent the voice of the members in risk assessments and incident response planning.

Strategy Design and Execution

• As a member of the executive team, actively participates in and contributes to the strategic planning and operational planning process for the credit union.
• Spearheads the development, communication and implementation of effective growth strategies and processes.
• Identifies short- and long-term goals and objectives, contributes to the design and development of the credit union annual plan, policies and programs to meet objectives by providing technical advice and consultative support in areas related to operations.
• Oversees and participates as a project manager in the planning, design and evaluation of technology solutions for specific business applications.
• Maximizes the use of available credit union member data, analytics and forecasts to identify opportunities and risks and formulates appropriate strategies.
• Establishes and cultivates strategic service provider partnerships. Works with external technology consultants and regulators to conduct periodic technology assessments and compliance and control audits. Determines the optimal mix and maximizes both in-house and outsourced services, while optimizing costs of services through a mix of internal and external resources.
• Creates and establishes reports and monitoring mechanisms to evaluate operations, policies, procedures, programs and systems in regard to the strategy, teamwork, employee utilization, work processes, traffic flow and controls

Governance

• Attends all Board of Director meetings and Board Committee meetings to present information and to respond as needed
• Participates in a variety of management meetings and ensures that member and branch impacts are represented.

Project Management

• Leads and manages end-to-end project lifecycle, including planning, execution, budgeting, risk mitigation, and communication of status, risks, and issues to the executive team.
• Aligns projects with broader organizational goals by identifying strategic opportunities and ensuring successful delivery of key milestones.
• Develop budgets and capital expenditure estimates while proactively analyzing and escalating project risks as needed.

Employee Experience

• Successfully assists with the implementation of all corporate regulatory initiatives within CSCU.
• Provides specialized and responsive support, advice and guidance to users in the management and application of specified technologies and / or systems.
• Collaborate with the management team to develop and implement plans for the operational infrastructure of systems, processes, and personnel designed to accommodate the rapid growth objectives of the credit union.

Operational Effectiveness

• Liaises with the technology department and presents an operational perspective; discusses operational concerns.
• Interact with the executive team to monitor and validate the credit union’s compliance with its operations.
• Effectively drives business, culture, and technology change in a dynamic and complex credit union environment.
• Purpose advocate, driven to 'unite working people to build a just world', through your actions and interactions at work.

QUALIFICATIONS

This position will require the following behavioral skill base :

• Advance Leadership & Navigation
• Critical Evaluation
• Relationship Management
• Adaptability to Change
• Results Orientation
• Excellent problem identification, analysis and resolution skills
• Energetic and self-motivated

This position will require the following technical skills :

• Expert knowledge of credit union operational principles and practices
• Ability to establish and maintain effective networks and professional relationships with members, potential members, community partners and key contacts within community and business environment.
• Solid understanding of applicable regulatory, legislative controls, enterprise risk management and functions within the financial industry in Canada
• Ability to translate long-term goals into short-term objectives and concrete actions

This position will require the following education and experience skills :

• Bachelor’s Degree in Business, Finance or a related field
• Six to nine years’ experience in the financial services sector with a minimum of five years at a management level
• An equivalent combination of education and experience may be appropriate.

COMPENSATION & PERKS :

• 162,000-$203,000 base salary commensurate with experience
• We contribute a percentage of your monthly salary into your CSCU RRSP Account – NO matching or minimum contribution required
• Up to 12 PAID health days per year – and it gets even better, we pay out half of the unused balance at the end of each year
• Up to 6 weeks of PAID vacation per year
• Up to $5,000 per year INTEREST- FREE Loan for home computer or fitness equipment
• Staff Mortgage and Personal Loans Rates
• Tuition Reimbursement Policy
• Learning and Development programs including PAID Learning membership

o $500 Annual Health Care Spending Allowance

o $200 Vision every 12 months

o 100% Basic and 75% Major Dental Coverage & 50% Orthodontic (up to $2000 lifetime) coverage for the employee and their dependents

o Out-of-country Travel Insurance

o “Wellbeats” On-demand video streaming platform with expert-led fitness, nutrition and mindfulness classes

o $2,000 Annual Mental Health Coverage & iCBT (Internet-based Cognitive Behavioural Therapy)

o Carepath provides support to members and their families in the event of illness or other health crises.

o 3X Annual Salary Life Insurance Coverage

o Family Building, Fertility Drugs and Gender Affirmation benefits