Member Experience & Insights Manager

Alterna; Toronto; On-site; CAD 90,000 - 100,000; Full time

Job summary

Alterna Savings is hiring an experienced leader to drive member and client experience initiatives across the organization. You will develop, implement and measure MCX programs, translate insights into actions, and report on progress to senior leadership.

The role requires strong leadership, strategic thinking, and a track record of improving customer journeys in financial services. You will collaborate with multiple teams and lead surveys and analytics to boost member loyalty.

Qualifications

• University degree in business or related field.
• 5+ years of experience in Customer Experience role (CCXP credential or similar is an asset).
• Proven experience in development and execution of member experience programs.
• Significant managerial leadership experience.
• Intermediate skills in Excel and PowerPoint; experience with diverse technology platforms.
• Experience in developing and implementing strategy.
• Proven experience in change leadership.
• Financial services experience an asset.
• Exceptional leadership, communication and stakeholder management.
• Strong strategic thinking with a track record of delivering results.

Responsibilities

• Develop, implement and measure member experience plans that meet business and budgetary needs.
• Lead the data analysis efforts and translate insights into actionable recommendations.
• Collaborate with business unit leaders on member-centered design and provide feedback to refine concepts.
• Provide in-depth customer experience expertise to shape member value and loyalty.
• Develop, facilitate and measure the Corporate Member Survey.
• Provide timely reporting on the Alterna Member/Client Experience and survey results.
• Advocate MCX on corporate projects and initiatives.
• Collaborate cross-functionally to drive MCX improvement across functions.
• Champion adoption of MCX strategies across the organization.
• Provide strategic recommendations to senior management on MCX opportunities.
• Explore innovative uses of the survey platform to achieve diverse objectives.

Skills

Customer Experience

Leadership

Excel

PowerPoint

Strategy development

Change management

Cross-functional collaboration

Communication skills

Project management

Stakeholder management

Education

University degree in business or related field

Tools

Survey platform

Job description

Vacancy Status: This posting is for an existing vacancy

Target Salary Range: $90 – $100K

The compensation for this position is determined by a combination of skills, experience and is aligned to the market in which the job is posted. Your recruiter will provide additional details about our total rewards package during the hiring process.

Major Responsibilities

• Develop, implement and measure member experience plans that meet the business and budgetary needs of the organization


• Lead the data analysis efforts and help translate vision into action by making insights and recommendations digestible and actionable,


• Work closely with the leaders of business units as an internal expert on member-centered design which includes evaluate and test concepts, provide detailed feedback to refine and optimize design and implement strategies


• Provide in-depth customer experience expertise to help shape experiences that provide value to members and foster member loyalty;


• Develop, facilitate and measure the success of the Corporate Member Survey


• Provide timely and effective reporting on the Alterna Member/Client Experience and survey results and metrics to the organization


• Participate as advocate for the Member/Client Experience on corporate projects and initiatives


• Collaborate cross-functionally with teams involved in the customer journey to drive continuous Member/Client Experience (MCX) improvement


• Champion the adoption of MCX strategies and tactics across the organization by communicating the MCX concepts, value proposition and processes


• Provide strategic recommendations and advice to senior management regarding MCX opportunities that will produce positive results aligned with business objectives


• Explore innovative uses of the available survey platform beyond its intended functions to achieve diverse objectives (e.g. AGM registration experience, digital lending experience)

Qualifications

• University degree in business or related field


• Minimum 5 years of experience at this level in Customer Experience (Certified Customer Experience Professional (CCXP) credential or similar is an asset)


• Proven experience in development and execution of member experience programs


• Significant managerial leadership experience


• Intermediate skills in Excel and PowerPoint and experience with diverse technology platforms


• Experience in developing and implementing strategy


• Proven experience in change leadership


• Financial Services experience an asset


• Exceptional leadership skills with the ability to motivate and inspire;


• A strategic thinker with track record of delivering superior business results;


• Superior oral and written communication and presentation skills;


• Strong sense of presence – confident and comfortable working with senior management


• Proven project management capabilities and the ability to bring a high level of enthusiasm to projects;


• Cross-functional leadership experience. Ability to work in and across teams, manage stakeholders and align leadership;


• Strong organizational skills with the ability to work in a fast paced environment and manage multiple deadlines and priorities;


• Strong sense of initiative and a self-starter who can work equally well in groups or on their own;


• Exceptional interpersonal skills;


• Ability to build consensus around new and innovative ideas;


• Attention to detail and accuracy;


• Excellent problem solving and decision making skills;

About Alterna Savings

Alterna Savings and Credit Union Limited (Alterna) has delivered The Good in Banking ® for over 115 years creating financial services that transform lives for the better, all while giving back to our community. Alterna is made up of Alterna Savings and Credit Union Limited and its wholly owned subsidiary, Alterna Bank.

Alterna is the first full-service, member-owned cooperative financial institution outside Quebec, sharing its expertise with over 210,000 members through a network comprised of 40 branches across Ontario, a call centre and multiple digital channels. Members and customers also benefit from an industry-leading online brokerage and investment management services.

We are incredibly proud of our corporate culture, embodying our core values: Collaboration, Integrity, and Respect, where everyone works together towards a common goal; the financial wellbeing of our employees, members, and customers. This commitment has earned us several prestigious employer awards, including the National Capital Region's Top Employers award for nine consecutive years.

* We appreciate all applicants; however, preference will be given to candidates who most closely meet the qualifications, key skills, and competencies outlined above.

* Alterna is compliant with the Ontarians with Disabilities Act and our team strives to provide an accessible accommodation experience. If you have a disability and require accommodations during the recruitment process, please contact our Recruitment Team and let us know how we can accommodate you.

* Alterna does not currently use Artificial Intelligence (AI) to screen, assess, or select applicants