Vice President, Member Experience

Northern Credit Union; Sault Ste. Marie; On-site; CAD 145,000 - 182,000; Full time

Benefits offered by this job

Comprehensive benefits package

Pension plan

Annual variable compensation program

Exclusive staff rates on products and

Professional development and learning

Do Some Good Employee VolunteerProgram

Employee Win/Win Program supporting当地

Job summary

Northern Credit Union is seeking a Vice President, Member Experience to lead strategies that enhance member acquisition, retention, and relationship growth. The role champions a member-centric approach by guiding service delivery across branches, contact centers, and digital channels.

As a senior leader, you will build a high-performing team, oversee risk management and governance, and collaborate across the organization to sustain growth while delivering exceptional member experiences.

Qualifications

• At least 10 years in progressive leadership within financial services or similar member-focused environments.
• Minimum 5 years in senior leadership overseeing multi-channel sales, service delivery, and member experience.
• Experience leading large, geographically dispersed teams through senior leaders.
• Strong understanding of retail banking operations, sales management, member experience strategies, and service delivery models.
• Proven ability to develop and execute growth, member engagement, and relationship expansion.
• Experience leading digital adoption initiatives and omnichannel journeys.

Responsibilities

• Develop and execute strategies to enhance member acquisition, retention, and relationship growth.
• Lead omni-channel member experience and journey improvements.
• Guide integration of branch networks, contact centers, and digital channels.
• Establish performance metrics and drive growth and service effectiveness.
• Build a high-performing, engaged leadership team.
• Oversee risk management, compliance, and governance practices.

Skills

Leadership experience

Multi-channel sales & service

Analytics & metrics

Regulatory knowledge

Communication & stakeholder mgmt

Budgeting & workforce planning

Change management

Financial services domain

Education

Bachelor’s degree in business/admin/finance

Master’s degree (asset)

Job description

Northern Credit Union is a full-service, locally operated financial institution offering personal and commercial banking services along with financial planning expertise to members across our footprint. Northern is committed to making a difference in members lives by providing them tools to achieve their financial goals. As a key player in the financial services marketplace of Northern Ontario, we are excited to announce that we are currently seeking a

Vice President, Member Experience

The Vice President, Member Experience provides leadership in developing and executing strategies that enhance member acquisition, retention, relationship growth, and overall experience. This role champions a member-centric approach by identifying opportunities to improve service delivery models, optimize member journeys, and leverage insights, technology, and innovation to meet evolving member expectations.

Leading across retail and virtual channels, the Vice President ensures effective integration of branch networks, contact center operations, virtual sales and service, dealer finance, and mobile mortgage delivery. This role drives sales and service effectiveness by establishing performance measures, leveraging analytics, aligning resources, and implementing strategies that support sustainable growth and operational excellence.

As a senior leader, the Vice President builds and develops a high-performing team focused on accountability, collaboration, and employee engagement. The role supports organizational transformation, promotes continuous learning, and ensures strong partnerships across the organization while maintaining effective risk management, compliance, and governance practices.

Preferred Candidates Will Possess The Following Qualifications

• Bachelor’s degree in Business Administration, Commerce, Finance, Marketing, or a related field; Master’s degree considered an asset.
• Minimum 10 years of progressive leadership experience within financial services, retail banking, credit unions, or a similar member-focused environment.
• Minimum 5 years of senior leadership experience overseeing multi-channel sales, service delivery, and member experience functions.
• Proven experience leading large, geographically dispersed teams through senior leaders.
• Strong understanding of retail banking operations, sales management, member experience strategies, and service delivery models.
• Demonstrated success developing and executing strategies that drive growth, member engagement, and relationship expansion.
• Experience leading integrated physical and virtual service channels, digital adoption initiatives, and member journey improvements.
• Experience using analytics, performance metrics, and member insights to drive business decisions and results.
• Strong financial acumen, including budgeting, workforce planning, and resource allocation.
• Experience leading change management, transformation initiatives, and continuous improvement efforts.
• Knowledge of regulatory requirements, risk management practices, and compliance standards within financial services.
• Exceptional communication, relationship-building, and stakeholder management skills with the ability to influence across the organization.

Employee Perks & Benefits

• Comprehensive benefits package
• Pension plan
• Annual variable compensation program tied to individual and company performance
• Exclusive staff rates on a variety of products and services
• Professional development and learning opportunities
• Opportunities to give back through our Do Some Good Employee Volunteer Program
• Employee Win/Win Program supporting local charitable organizations

Salary Range: $145,400.00 to $181,700.00

Deadline for Applications: September 4, 2026

We thank all applicants - however only those selected for an interview will be contacted.

Northern Credit Union is an equal opportunity employer and committed to providing an accessible recruitment process for all candidates. We welcome and encourage applications from people with disabilities. Accommodation is available on request for candidates taking part in all aspects of the selection process. If you require accommodations at any stage of the application or interview process, please contact the Human Resources Department.