Member Experience & Insights Manager

Vacancy Status:
This posting is for an existing vacancyTarget Salary Range:
$90 – $100KThe 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 organizationLead 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 strategiesProvide 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 SurveyProvide timely and effective reporting on the Alterna Member/Client Experience and survey results and metrics to the organizationParticipate as advocate for the Member/Client Experience on corporate projects and initiativesCollaborate cross-functionally with teams involved in the customer journey to drive continuous Member/Client Experience (MCX) improvementChampion the adoption of MCX strategies and tactics across the organization by communicating the MCX concepts, value proposition and processesProvide strategic recommendations and advice to senior management regarding MCX opportunities that will produce positive results aligned with business objectivesExplore 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 fieldMinimum 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 programsSignificant managerial leadership experienceIntermediate skills in Excel and PowerPoint and experience with diverse technology platformsExperience in developing and implementing strategyProven experience in change leadershipFinancial Services experience an assetExceptional leadership skills with the ability to motivate and inspire;
A strategic thinker withtrack record of delivering superior business results;
Superior oral and written communication and presentation skills;
Strong sense of presence– confident and comfortable working with senior managementProven 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 wellbeingof 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
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