Director of Member Experience & Service Excellence

Provincial Credit Union; Prince Edward Island; Sur place; CAD 117 000 - 137 000; Plein temps

Avantages offerts par ce poste

People-first culture

Competitive pay with annual bonus

Comprehensive benefits (health/dental)

Pension and retirement plan

3 weeks vacation + additional personal

Résumé du poste

Provincial Credit Union is seeking a Director, Member Experience to lead the strategy and execution of a member-centric experience across branches, telephone, and digital channels. You will design journeys, set service standards, and guide teams to ensure consistency and excellence in every member interaction.

The role requires strong leadership in financial services, journey mapping, and change management, with a focus on delivering value aligned to PCU’s IMPACT values.

Qualifications

• Post-secondary education in business, management, marketing, service design or a related discipline, or an equivalent combination of education and experience.
• Significant leadership experience in financial services, member/customer experience, service delivery or a related field.
• Experience leading cross-functional initiatives and developing service standards, member experience programs or service improvement initiatives.
• Experience using member feedback, research and performance measures to identify opportunities and implement improvements.
• Experience with journey mapping, process improvement or change management would be an asset.

Responsabilités

• Lead the development and ongoing improvement of PCU’s member experience strategy, framework and priority member journeys.
• Establish clear, practical service standards that reflect PCU’s IMPACT values and guide everyday member interactions.
• Work with Retail, Business Services, Digital Member Experience, Member Administration and other teams to support a consistent experience across branches, telephone, digital and other channels.
• Use member feedback, research and performance measures to identify service gaps and opportunities for improvement.
• Represent the member perspective in projects, process changes, product development and technology decisions.
• Partner with leaders across PCU to implement service improvements, reinforce service excellence and embed member experience practices into day-to-day operations.
• Monitor and report on member experience performance, emerging issues and progress against key priorities.

Connaissances

Member experience

Leadership

Cross-functional

Journey mapping

Change management

Financial services

Formation

Post-secondary education in business/management/marketing

Description du poste

Provincial Credit Union is seeking a Director, Member Experience to lead the strategy and execution of a member-centric experience across branches, telephone, and digital channels. You will design journeys, set service standards, and guide teams to ensure consistency and excellence in every member interaction.

The role requires strong leadership in financial services, journey mapping, and change management, with a focus on delivering value aligned to PCU’s IMPACT values.