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Senior Manager, Member Experience Intelligence (14 month contract)

Surrey, BC
Full Time
Location:British Columbia (CA-BC),Surrey
Job Type:Temporary (14 month)
myWork Options: In-person, Hybrid, Remote

What's the job?
The Senior Manager, Member Experience Intelligence is an innovative, operationally minded strategic leader who will be responsible for ensuring that the members' voice is represented across the organization. In this role, they collaborate with senior leaders and stakeholders across the company in order to understand & measure the member experience, drive improvements across the enterprise, and continue to champion best-in-class experience standards. The Senior Manager, Member Experience Intelligence will also be responsible for evolving, creating and maintaining a plan integrating Net Promoter Score (NPS), Member Effort Score (MES)and other CX metrics into the Voice of Member Program, member journey work and other initiatives to enrich understanding, drive focus and inform prioritization of member-centric actions. The ideal candidate will have a passion for the member and a keen interest in influencing business performance through insights.

What you'll get to do:
  • Directrigorous NPS action plans by conducting planning sessions with internal and external stakeholders and reviewing the relevancy and status of action plans and enterprise impacts.
  • Partner with executives and senior leaders to inform them of member feedback insights, competitive positioning and recommendations to improve the member experience.
  • Calculate the impact of Member Experience solutions via NPS and other internal metrics.
  • Develop and lead engagement plans to ensure relevant groups and employees are well aware of Coast Capital's current experience progress and member feedback initiatives.
  • Lead the development of the quarterly member Relationship Report for Coast Capital in partnership with Enterprise Analytics, and communicate key insights, corresponding action plans and competitor trends
  • Manage the consolidation and synthesis of member data sources(i.e. Member Relationship Study, Salesforce, NICE, Social Media, Voice of Member etc.)to develop compelling data-driven insights and deliver narrative-based reports/presentations to senior stakeholders
  • Lead the development, implementation and ongoing evolution of member listening programs that capture member pain points and needs across member segments and delivery channels(i.e. Retail, Small Business, Digital, Wealth, AEF etc.)
  • Establish and champion member Experience KPIs (i.e. Net Promoter Score, Member Effort Score etc.) based on industry standards and measurements.
  • Build and lead a team of Member Experience Intelligence experts, fostering a culture of collaboration, achievement, and continuous learning.

  • Who are we looking for?
  • Bachelor's degree in Business, Marketing, Communications, Applied Mathematics, Statistics, Economics, Computer Science, or Social Sciences
  • 7-9 years of experience Financial Services/ Insurance Industry, customer experience, customer research, project management, call centre/customer support operations, and product support operations
  • Ability to translate data and customer pain points into relevant actions for improvement.
  • Experienced in qualitative and quantitative research primary and secondary sources.
  • Familiar with statistical analysis (e.g. regression, correlation, driver analysis, etc.).
  • Excellent ability to use a range of internal and external sources to triangulate insights.
  • Strong project management skills with the ability to manage multiple projects and the desire to bring structure to undefined procedures.
  • Outstanding communication skills -both listening and storytelling. Able to convert complex, technical messages into simple understandable language.
  • Strategic Thinking: Identifies key issues and relationships relevant to achieving a long-term goal or vision. Builds an integrated plan for a course of action to accomplish this vision.
  • Customer Focus: demonstrates a desire to proactively help and serve internal/external customers to meet their needs.
  • Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs. Has proven leadership presence with a high degree of professional maturity and ability to manage and motivate diverse and remote teams.
  • Open Communication: clearly conveys thoughts, both written and verbal, listening attentively and asking questions for clarification and understanding.
  • Creativity and Innovation: seek new and better ways of doing things, and generates original and imaginative ideas, products, or solutions.
  • Leading Inclusive Teams: Builds inclusive, cohesive teams, which apply diversity to achieve common goals.
  • Developing Others: Challenges and supports others to create results but also develops new capabilities and expands the capacity of individuals on the team.


    At Coast Capital, we value diversity, equity and inclusion. We're not all the same and we like it that way. We don't just accept differences - we celebrate, support, and we thrive on them for the benefit of our employees, our members, and our community. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

    Why join Coast Capital? Purpose is our North Star. We look at everything through our purpose. It informs the advice we provide our members, the experiences and products we create, and the programs we build to support our employees and communities.
    Committed to inclusion and engagement. We have an ongoing focus on equity, diversity, and inclusion and routinely track how we're doing, and what we need to do to keep improving. We foster a culture where everyone can feel safe to be who they really are and thrive.
    A career that grows with you. We believe in developing our people and promoting from within. Many employees have spent decades, and sometimes their entire careers, with Coast Capital and have progressed from the frontlines to senior leadership.
    Work where you're most effective. In 2020 the world changed, and that includes how we work. In response to COVID-19 we launched myWork, which gives employees flexibility in where they work based on the nature of their role.
    Benefits that flex to the needs of you and your family. We offer comprehensive, customizable benefits for you and your family, so you can choose what fits best for you and your lifestyle.
    Retirement options. We also take care of our employees once they retire. That's why we offer the choice of a defined contribution or defined benefit pension plan or RSP's.
    Mortgage and auto financing benefits. Employees save thousands on their mortgages and auto loans with best-in-category benefits.
    Real recognition. We recognize excellence throughout the year, through an online community that lets employees give kudos and thanks throughout the year. We're human, which means we like to have fun with events, celebrations, and recognition throughout the year.
    An award winning culture. We're a Platinum member of Canada's Best Managed Companies and are regularly recognized by Canada's Most Admired Corporate Cultures and the BC Top Employers Awards.
    We reinvest 10% back into the community. When we do well, our communities do well. That's why since 2000 we've invested over $90 million into our member's communities.
    Double your impact. Through our employee volunteer program, Coast Capital donates $10 for every hour you volunteer to a Canadian charity or non-profit of your choice.

    Equity, Diversity & Inclusion at Coast Capital At Coast Capital, we value diversity, equity and inclusion. We're not all the same and we like it that way. We don't just accept differences - we celebrate, support, and we thrive on them for the benefit of our employees, our members, and our community. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

    COVID-19 at Coast Capital Coast Capital Savings is committed to the health and safety of our employees, member, and communities. With this commitment in mind, Coast Capital complies with all public health mandates (provincially and/or federally, as applicable) and has implemented various safety measures, including requiring all employees to be fully vaccinated against COVID-19, and making COVID vaccination a pre-condition to employment with Coast Capital. All successful applicants must provide acceptable evidence of full vaccination against COVID-19, before any contract of employment becomes final and binding, and before your start date can be set.
    Exceptions may apply where vaccination is not possible for medical or religious reasons that are protected under Canadian human rights laws. Should successful applicants require a medical or religious accommodation related to vaccination please discuss whether an exception may apply with your Talent Acquisition Advisor.
    Management and Executive