Member Experience & Insights Manager

Scope of Position

As champion of the member experience at Alterna, the Member Experience & Insights Manager has ownership and accountability for all consumer and member experience research and measurement. The Member Experience & Insights Manager guides the direction of the member experience by deeply understanding our target consumer, and industry best practice, by creating an effective Voice of the Customer (VoC) process and by delivering actionable insights and developing strategic recommendations to drive member loyalty and support business growth objectives. The Manager provides timely and effective reporting on survey results and metrics that gauge the organization performance to leaders across Alterna and collaborates with the leaders of business units and multidisciplinary groups to develop action plans to improve results. As the key operational contact for projects and initiatives that impact the Member/Client Experience, the Manager will work closely with senior management and business unit leaders to develop strategies for the company and business units as it relates to the Member/Client Experience. The Manager collaborates with key stakeholders to develop Member/Client Experience action plans and establish mechanisms for testing and revisiting the success of those plans.

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)

Expectations / Outcomes

• Members and clients experience a superior level of service
• Provide recommendations to the ELT on how the organization can better deliver its member and client experience goals
• Member Loyalty and Depth of Relationship objectives and goals are met;
• Employees across the organization are keenly aware of how their work contributes to the overall Member/Client Experience, and given ample opportunity to participate in action plans to address those results
• Support business units with recommendations from surveys, focus groups, etc.

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

Key Skills & Competencies

• 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 been 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.

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

Working at Alterna

We are incredibly proud of our corporate culture of Integrity, Respect and Collaboration, 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 eight years running.

* Although we appreciate all applicants, 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. If you have a disability, please contact our Recruitment Team and let us know how we can accommodate you.