Vice President, Member Experience

Northern Credit Union•Kenora, ON

4d•CA$145,400 - CA$181,700

About The Position

The Vice President, Member Experience provides leadership in developing and executing strategies that enhance member acquisition, retention, relationship growth, and overall experience. This role champions a member-centric approach by identifying opportunities to improve service delivery models, optimize member journeys, and leverage insights, technology, and innovation to meet evolving member expectations. Leading across retail and virtual channels, the Vice President ensures effective integration of branch networks, contact center operations, virtual sales and service, dealer finance, and mobile mortgage delivery. This role drives sales and service effectiveness by establishing performance measures, leveraging analytics, aligning resources, and implementing strategies that support sustainable growth and operational excellence. As a senior leader, the Vice President builds and develops a high-performing team focused on accountability, collaboration, and employee engagement. The role supports organizational transformation, promotes continuous learning, and ensures strong partnerships across the organization while maintaining effective risk management, compliance, and governance practices.

Requirements

Bachelor’s degree in Business Administration, Commerce, Finance, Marketing, or a related field.
Minimum 10 years of progressive leadership experience within financial services, retail banking, credit unions, or a similar member-focused environment.
Minimum 5 years of senior leadership experience overseeing multi-channel sales, service delivery, and member experience functions.
Proven experience leading large, geographically dispersed teams through senior leaders.
Strong understanding of retail banking operations, sales management, member experience strategies, and service delivery models.
Demonstrated success developing and executing strategies that drive growth, member engagement, and relationship expansion.
Experience leading integrated physical and virtual service channels, digital adoption initiatives, and member journey improvements.
Experience using analytics, performance metrics, and member insights to drive business decisions and results.
Strong financial acumen, including budgeting, workforce planning, and resource allocation.
Experience leading change management, transformation initiatives, and continuous improvement efforts.
Knowledge of regulatory requirements, risk management practices, and compliance standards within financial services.
Exceptional communication, relationship-building, and stakeholder management skills with the ability to influence across the organization.

Nice To Haves

Master’s degree

Responsibilities

Develop and execute strategies that enhance member acquisition, retention, relationship growth, and overall experience.
Champion a member-centric approach by identifying opportunities to improve service delivery models, optimize member journeys, and leverage insights, technology, and innovation.
Ensure effective integration of branch networks, contact center operations, virtual sales and service, dealer finance, and mobile mortgage delivery.
Drive sales and service effectiveness by establishing performance measures, leveraging analytics, aligning resources, and implementing strategies that support sustainable growth and operational excellence.
Build and develop a high-performing team focused on accountability, collaboration, and employee engagement.
Support organizational transformation, promote continuous learning, and ensure strong partnerships across the organization.
Maintain effective risk management, compliance, and governance practices.