Member Experience, Program Leader

Posting #: 26-01
Location: Hybrid - Kitchener or Sault Ste. Marie
Reports to: Director, Retail Operational Excellence
Hours: Monday-Friday 8:30-5:00
Job Type: Regular Full-Time

Are you a community-minded person that’s passionate about investing locally and giving back to your community? Do you like working with other awesome and like-minded people toward a common goal?

Here at Your Neighbourhood Credit Union (YNCU), we are all about putting our money where our mouth is and keeping our dollars local and investing back into our members, staff, and community; and we are looking for people like you to join our team.

The Role
The Member Experience, Program Leader drives the development and implementation of programs, procedures, and technologies that enhance YNCU’s Member Experience. As an active part of the Member Experience team, this role champions initiatives that improve systems, resources, and internal programs to deliver exceptional service to members.

The Program Leader leads the design, implementation, and continuous improvement of initiatives that reflect the true voice of the Member, including experience surveys, feedback channels, member engagement programs, and staff recognition related to Member Experience. They are a data-driven problem solver with strong relationship-building skills and a passion for understanding what matters most to members.

DUTIES & RESPONSIBILITIES:

•  Lead the design, implementation, and maintenance of member surveys, feedback loops, satisfaction tracking, and journey-based measurement tools, including oversight of the Member Net Promoter Score, with strategic recommendations to address trends in NPS, attrition, retention, and service cycle times.
• Partner with internal teams to translate member insights into actionable plans that improve processes, services, and overall experience.
• Research, evaluate, recommend, and implement software and tools that enhance member experience, including survey platforms, analytics, engagement/recognition programs, and scheduling/process tools.
• Oversee employee recognition and engagement programs that support strategic Member Experience and branch operational goals.
• Design, launch, and facilitate member focus groups to gather continuous, actionable feedback, translating member insights into improvements that enhance service quality, engagement, and the overall member experience.
• Conduct regular branch visits to connect with frontline staff, observe member interactions, identify experience gaps, and collaborate with teams to implement practical improvements that elevate the member experience.
• Lead cross-functional project teams to successfully execute experience improvement initiatives from concept to launch, including project planning, stakeholder coordination, scope definition, resource allocation, timelines, budgets, and change management activities.
• Develop documentation, playbooks, and best-practice guidelines to support consistent program adoption and execution.
• Monitor and analyze member behavior and appointment trends using systems like Coconut Calendar, providing executive summaries, visual reporting, and actionable insights to inform leadership decisions.
• Identify patterns, opportunities, and risks related to member engagement, satisfaction, and operational efficiency, translating data into visual stories that highlight performance drivers and improvement opportunities.
• Champion a member-centric culture across the organization, supporting training, communication, and workshops to ensure teams understand and act on member feedback and experience insights.
• Draft and support complaint resolution communications for Members in partnership with the Complaint Resolution Officer, responding promptly to emerging concerns and trends in complaints or negative reviews.
• Review, modernize, and recommend changes to Retail Policies and Procedures, applying continuous improvement methodologies to branch operations and services.
• Act as a vendor and technology champion responsible for;
• Managing configurations, templates, reporting, integrations, troubleshooting, and identifying efficiency gains or new product opportunities.
• Partnership with third party vendors including but not limited to member engagement and satisfaction measurement tools, retail sales reward and recognition applications.

• Collaborate with Learning and Development to coordinate training and skills development for tools, programs, and processes.
• Liaise with Analytics and Business Intelligence teams to enhance reporting capabilities and ensure data-driven decisions for Member Experience initiatives.
• Collaborate with other departments—including other teams within Member Support, Market Conduct, Risk, Audit, Digital, Finance, Marketing, and Technology—to operationalize initiatives and ensure cross-functional alignment.

This position is for an existing vacancy within our team.

What we are looking for

• Post-secondary diploma/degree in the field of Business, Operations Management or an equivalent combination of education and experience
• Minimum five (5) years of experience in customer/member experience
• Experience working in financial services or credit union is an asset
• Experience using Medallia Experience Management Software is an asset
• IASSC, ASQ, Six Sigma Council, or equivalent Lean Six Sigma certification considered an asset.
• Confident, polished communication skills - comfortable engaging senior decision makers and industry leaders.
• Strong understanding of customer experience practices, human-centered design, or journey mapping.
• Demonstrated experience researching, selecting, and implementing new technology or software.
• Well-developed presentation and analytical skills
• Highly proficient with Microsoft Excel
• Experience with Microsoft’s Office 365 Suite
• Valid Ontario driver’s license and available reliable vehicle
• Ability to travel to all YNCU locations
• Must be bondable

Why work at YNCU?

YNCU employees get to be a part of the growing credit union movement and help us get the word out on why banking locally is so important. We’re your friendly, helpful, and financially savvy neighbour who provides tailored financial services to our members, supports small businesses, creates local jobs, and gives back to causes that matter. Through our Good Neighbours Employee Volunteer Program and Monthly Staff Donation Draws, we even let you choose the causes we donate to and support. YNCU is recognized for the following:

• B Corp Certified
• Competitive Compensation, Incentive Programs and Benefits
• 37.5-hour work week
• 7% matching pension
• Benefits are 100% paid for by YNCU
• Wellness Initiatives including our Employee and Family Assistance Program, premium membership for Calm, Consult+, and LIFT Virtual Fitness
• Training and Development Opportunities
• Community Sponsored Events Employee and paid Volunteer opportunities
• Opportunities to get involved with fun and meaningful committees
• Free banking account
• Discounted Employee Rates

Salary range: $83,000 - $96,000
The compensation offered to the successful applicant for this role will be determined by the candidate’s relevant skills and experience and internal equity. More information about our total rewards package will be available during the hiring process.

YNCU strives to be a diverse workplace reflective of the communities that we live in. We are committed to a diverse workforce and invite everyone to apply. YNCU makes hiring decisions solely on qualifications, merit, and business needs at the time.

YNCU is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, colour, sex, gender, religion, sexual orientation, national origin, disability, pregnancy, or any other protected characteristic as outlined by national, provincial, or municipal laws. This applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training.

Your Neighbourhood Credit Union will provide accommodations for persons with disabilities, where needed, to support their participation in our recruitment process. Please contact Human Resources at careers@yncu.com.