Senior Member Experience Integration Specialist

Vancity; Vancouver; Hybrid; CAD 71,000 - 108,000; Full time

Job summary

Vancity seeks a Senior Member Experience Integration Specialist to enhance member experiences through strategic engagement and insights. In this full-time role, you will collaborate across teams to drive member centricity and optimize service standards within a supportive and inclusive environment.

Benefits

Attractive benefit packages

Three to four weeks of vacation

Flexibility to purchase additional vacation days

Ten statutory holidays plus extra days

Care days for personal emergencies

Qualifications

• 3+ years of experience in corporate office settings.
• Experience in building member service programs.
• Proficiency in developing presentations and meeting agendas.

Responsibilities

• Build, test and refine member experience service standards.
• Engage with stakeholders to uphold member experience strategies.
• Track performance against key metrics and advocate for improvements.

Skills

Empathy

Communication

Project Management

Job description

About Vancity

Vancity is a member-owned credit union built on the principles of inclusion and social justice. A relentless commitment to their values has helped them challenge the status quo and break down barriers since day one in 1946. They have bold commitments to make Vancity net-zero by 2040 across all mortgages and loans and are pursuing strategies on Indigenous banking and to improve the financial resilience of their members.

Vancity is the largest private sector Living Wage Employer in Canada and has been consistently recognized as one of the Top Employers in Canada. If you’re interested in joining their team of 2,700 diverse individuals and accessing competitive rewards and benefits, all while knowing you are part of a greater movement, then apply today!

About the workplace

Join us as a Senior Member Experience (MX) Integration Specialist at Vancity! Be a part of the new Member Experience team, creating hope for our members one experience at a time! Reporting to the Director, Member Experience Integration & Performance, you’ll help build the standards on what member experiences should look like from frontline to back office to leadership team. You’ll test and refine these standards to turn them into best-in-class experiences. You’ll engage with key contacts in lines of business and support teams as an advisor, thought partner and educator. You will help ensure the Member Experience strategy is reflected and upheld in their daily work and decisions, support them to action insights from the Voice of the Member program, monitor the impact through member engagement key performance indicators (KPIs) and look for opportunities to advance our MX strategy, drive member centricity and optimize experiences through the strong relationships you build. You will be responsible to ensure adherence to frameworks and standards set by Member Experience.

This is a Full-time, Permanent role that will enjoy hybrid working arrangements which can be fulfilled primarily from the Vancity head office location, our branch locations, and your Lower Mainland based home office. This role may require you to be on-site at least once a week.

A typical day would involve:

• Building, testing and refining MX service standards to move from baseline, good, great to best-in-class
• Meeting regularly with assigned contacts in lines of businesses (LOBs) and supporting teams to conduct open discourse to educate, uphold and adhere to MX principles, strategy, frameworks, and service standards
• Tracking, monitoring and sharing how areas are performing on KPIs against service standards and other key metrics
• Sharing insights from Voice of the Member, reviewing the adherence to service standards, MX strategy and principles, looking for opportunities to integrate MX strategy and member centricity into daily work. Ensuring that best use of feedback loops is being utilized. Conducting proof of concept (POC) on new experience hypotheses
• Conducting education and coaching sessions to educate colleagues on the Member Experience strategy, principles, frameworks and best practice
• Regularly reviewing the impact of actions on member metrics, such as increases to primacy, reduction in lapsing, organizational Net Promoter Score (NPS) for improvements and opportunity
• Surfacing barriers to your stakeholders in achieving desired MX and working to remove these barriers in partnership with other teams
• Preparing materials to socialize the work of the Member Experience team, sharing accomplishments, progressing on key workstreams and outcomes and results
• Supporting the complaints escalation process as needed

You have:

• 3+ years of experience working in a corporate office setting, driving projects from strategy to execution
• Previous experience building and delivering member (customer) service programs
• Previous experience in a corporate office setting, doing tasks like creating meeting agendas, developing PowerPoint presentations and meeting with internal or external clients/stakeholders
• A high level of natural empathy
• A desire to drive change and transform how we work to improve the member. experience, leveraging your lived experience on the front line to influence necessary changes
• Excellent communication skills with the ability to explain very simply how qualitative and quantitative insights drive great experiences, tying those to tangible actions

Bonus points if you have:

• Experience working at a financial institution
• Knowledge of Vancity’s internal processes, procedures and products

You are:

• Naturally curious – seeking to question, explore, test and learn
• Highly resilient – open to having tough conversations, challenging norms and managing frustrations
• A self-starter – working with very little direction at times and/or working with ambiguity
• A critical thinker – open to diverse perspectives and adept and finding solutions that meet many needs
• A natural influencer – quickly building and maintaining relationships with colleagues from diverse teams and seniorities
• A leader
• Deeply committed to creating hope for our members, ensuring that their experiences are positive and consistent

We value lived experience, so if you are interested in this role, we encourage you to apply even if you feel your skills don't perfectly align with those listed.

This is a Band 7 role with a salary range of $71,500 to $107,300 annually. Base pay offered may vary depending on factors such as relevant qualifications, skills, previous experience, and internal equity. As part of our total rewards package, employees may also be eligible for our annual incentive program, subject to program eligibility requirements.

*Posting Deadline: Thursday, July 10th, 2025, at 4:00pm**

We offer:

• We are the largest private-sectorLiving Wage Employerin Canada and have been consistently recognized as one of theTop Employers in Canada
• Our permanent employees qualify for attractive benefit packages that can be customized and changed each year to meet their evolving needs
• New employees receive between three and four weeks of vacation allowance per calendar year, and the number of vacation days grows — to a maximum of six weeks per year — as their length of service increases. In addition, full-time, permanent staff can purchase up to six extra days of vacation through our flexible benefits package.
• In addition to the 10 statutory holidays in British Columbia, Vancity provides an additional three statutory holidays. We offer care days for periods of short-term personal illness or emergency family illness, plus opportunities to take unpaid leave for a variety of reasons.

At Vancity we’re dedicated to being an inclusive, anti-racist organization with a workforce that reflects the diversity of the communities we serve. We value lived experience, so if you are interested in this role, we encourage you to apply even if you feel your skills don't perfectly align with those listed.

Please note that all shortlisted candidates for this role will be required to complete a background check which includes resume verification, credit check, criminal record check. Vancity offers required accommodations in all stages of the recruitment process. If you require an accommodation, please advise us, and we will work with you to meet your needs.

We are committed to providing an inclusive and accessible recruitment experience for all candidates. If you require any accommodations at any stage of the recruitment process, please reach out to our Talent Acquisition team at [e-mail] confidential support.In-person assistance is also available. We will collaborate with you to ensure your needs are met promptly and effectively.