Share this Job

Employee Experience Manager

Jan 31, 2019

Company: Coast Capital Savings Federal Credit Union 

Location: British Columbia (CA-BC), Surrey 

Job Type: Full-Time 

 

Together, we help empower you to achieve what’s important in your life.

 

What’s the job?

Reporting to the VP, Member Experience, the Employee Experience Managers contributes to the achievement of Coast Capital Savings’ business objectives by working to ensure the employee experience aligns with the Member Experience (MX) strategy. This role partners with HR to develop an Employee Experience (EX) strategy and ensure that we have the right organizational structure, skills and capabilities, training and performance management in place to enable employees to deliver a superior member experience. This person plays a lead role in defining, building and measuring a new organizational culture of care that will deepen employees’ ability to enhance our members’ financial well-being. The Employee Experience Manager also works to raise employee awareness and support for our journey to become a member centric organization and to give employees a voice in shaping this journey.

 

What you’ll get to do:

  • Collaborate with the Change Management team to develop initiatives that build employee support for the evolution of our culture of help to our culture of care.
  • Work with the Communications team to raise awareness and understanding of our new member focused culture of care and the role that every employee plays in delivering a superior member experience.
  • Work with HR, MX insights lead and Research to develop a Voice of the Employee program focused on identifying and addressing internal enablers and barriers to providing a differentiated member experience.
  • Partner with HR and Research to define, measure and track Coast Capital’s “culture of care” that will align our MX strategy with the employee behaviours required to deliver a differentiated member experience.
  • Work with HR to define roles, skills and capabilities needed to move from transactional interactions with members to having rich, trust-based conversations focused on understanding members’ goals and supporting their journey to financial well-being.
  • Partner with HR and the Retail Operating Office to develop training programs and sales enablement processes that bring our culture of care to life, with an emphasis on coaching and sustainment to ensure ongoing consistent delivery of a differentiated member experience.
  • Work with HR to align financial well-being initiatives for staff with the MX strategy.
  • Partner with HR on the evolution of new employee onboarding experience.
  • Develop ongoing education and training initiatives to build the knowledge, skill and capabilities of the MX team.
  • Lead the integration of the MX strategy into Coast Capital’s HR ecosystem to enable us to become a member centric organization.
  • Partner with HR and MX business partner to ensure new MX initiatives have the necessary policies, processes, technology, training and sales enablement practices in place to be successfully implemented across all channels.
  • Collaborate with HR to develop performance management program that integrates member experience and financial well-being goals.
  • Work with HR to align talent management and career pathing with the delivery of Coast Capital's MX strategy.

 

 

Who are we looking for?

  • 7+ Years of Job Related history in leading cultural change through employees
  • Bachelor's Degree or a diploma requiring 3 - 4 years of full-time study.
  • Sound knowledge of financial services industry
  • Strong project management skills
  • Strong knowledge of human resources field and best practices
  • Understanding of journey mapping, personas, and human centered design

 

Why join Coast Capital Savings?

We don’t mean to toot our own horn, but…

  • We improve Canadians’ financial well-being through providing simple financial help.
  • Employees do what’s best for our members. Every day.
  • We believe in being a great corporate citizen so we invest in our local communities by donating our time, money and expertise.
  • Our employees take advantage of the many opportunities to grow their careers.
  • Employees love having a cool place to work, which includes wearing their jeans on Fridays & Saturdays and being recognized with a virtual (and, at times, an actual) high-five.
  • Our inspiring leaders help our employees develop their talents and encourage them to be their fabulous selves.
  • We have a unique culture where we take our business seriously, but ourselves, not so much.
  • In 2017, we earned double kudos by being named one of BC’s Top Employers and one of Canada’s Best Managed Companies – two of the nation’s most coveted business ads, may we add.

 

Does this position inspire you?  If so, apply today at Coast Capital Savings. 

Apply now »