Member Experience Strategy Director
Provincial Credit Union
Shape member experience strategy at Provincial Credit Union from any branch location in PEI, using service standards and journey development.
The Director, Member Experience provides strategic leadership for consistent, meaningful, relationship-focused interactions. This role develops member journeys and service practices, collaborates across PCU, and represents members in projects, process changes, products, and technology decisions. It also monitors performance and emerging issues.
Key Responsibilities:- Lead PCU’s member experience strategy, framework, and priority journeys
- Establish service standards reflecting PCU’s IMPACT values
- Coordinate consistent experiences across branches, telephone, and digital channels
- Use feedback, research, and measures to identify service gaps
- Report performance, emerging issues, and progress against priorities
- Post-secondary education or equivalent education and experience
- Significant leadership experience in financial or related services
- Experience leading cross-functional initiatives and service standards
- Experience using research and measures to implement improvements
- Strong communication, influencing, analytical, and problem-solving skills
Bring strategic leadership, journey development, and service excellence expertise to Provincial Credit Union’s member experience agenda.
#J-18808-LjbffrVacancy posted 1 hour ago
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