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At Coast Capital, we’re not dreaming about a better future, we’re building one.

As a member-owned cooperative, we’re helping our members with their real goals and real challenges so they can live the real life they want. It’s what we’ve been doing for over 80 years, and it’s why today we stand almost 600,000 members strong. Plus, we invest 10% of our budgeted profits back into our community – almost $90 million since 2000 alone – because when our members do well, we believe our communities should do well too.  

Member Experience Designer

Location: Help Headquarters, Admin - Toronto 

Job Type: Full Time 

myWork Options: In-person, Remote, Hybrid


What's the job?

This role is for you if you're passionate about crafting meaningful experiences that help Canadians achieve their financial features. Reporting to the Director, Member Experience Design and supporting the Senior Manager Experience Design, as a Member Experience Designer, you will support the execution of day-to-day design activities. From research recruitment to planning co-design workshops to creating high-quality journey maps, you'll excel in this role if you like big challenges, are a strong visual designer, and are energized by getting things done.  


What you'll get to do:

  • Provide feedback and guidance on project plans and proposals to appropriate scope time and resources needed for execution
  • Draft project execution documentation (e.g., project wikis, project timelines, and setting up project management documents)
  • Support with the preparation of stakeholders and member workshops (e.g., creating workshop templates, facilitation guides, and tools) based on plans developed by the Senior Member Experience Design Manager
  • Prepare research materials using various best practices techniques and methodologies (e.g., screeners, observation guides, interview scripts etc.)
  • Take part in research synthesis, defining insights and opportunities using a variety of frameworks and tools.
  • Define member personas and archetypes and upload them to the journey repository.
  • Translate research insights into digital and analogue prototypes using the enterprise design system.
  • Refine prototypes based on member and stakeholder feedback
  • Create detailed implementation playbooks and guidelines 
  • Create detailed current and future state journey maps using defined templates and tools 
  • Upload journeys and blueprints to the Coast Capital journey repository
  • Take part in and contribute to the Coast design community of practice


Who You Are:

  • Bachelor's Degree in Service Design, Industrial Design, or Human-centered Design
  • 4+ years' experience working in service design, experience design, CX strategy, or product strategy in an agency, in-house environment, or a closely related field is required.
  • A detailed portfolio of previous design projects that demonstrates a deep understanding of how to improve end-to-end experiences. 
  • Understanding the nuances of the financial services sector and the unique regulatory requirements faced by credit unions would be an asset, as well as an understanding of the concept of Journey Management.
  • Experience supporting the execution of large-scale design projects from beginning to end
  • Strong visual design skills with an ability to create compelling prototypes, presentations, and design artifacts (e.g., personas, journey maps, and roadmaps) using Figma, Miro and Adobe Creative Suite
  • Strong oral, written, and visual communication skills
  • A detailed understanding of service design-related methods, tools, and practices
  • Familiarity with design-focused research tool creation.
  • Demonstrated experience designing and facilitating customer-facing workshops
  • Has a keen interest in and stays on top of emerging design practices, tools, and framework 
  • Proactively seeks out feedback and input on work in progress
  • Problem solver who is resourceful and action-oriented, and skilled at navigating conflicts that arise in self-organizing teams
  • Committed to the principles of equity, diversity, and inclusion



Equity, Diversity & Inclusion at Coast Capital


Don’t meet every single requirement? At Coast Capital, we believe everyone has potential. We are committed to building better, brighter, more inclusive futures for everyone – including our employees. We see the potential in our employees to achieve amazing things and want to invest in your future. If you’re excited about this career opportunity and your experience may not perfectly align with every qualification in this job posting, we still encourage you to apply. You may be just the right candidate for this or other opportunities at Coast Capital.


At Coast Capital, we are committed to equity, diversity and inclusion. We strongly encourage applications from Indigenous Peoples, Black, and racialized persons, persons with disabilities, people of diverse sexual and gender identities and women. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences and expertise benefit of our employees, our members, and our community.


We strive to provide an accessible candidate experience for our candidates with different abilities. If you require any accommodations, please contact We will work with you to meet your needs.  

Why join Coast Capital?

Purpose is our North Star.  We look at everything through our purpose. It informs the advice we provide our members, the experiences and products we create, and the programs we build to support our employees and communities.

Committed to inclusion and engagement. We have an ongoing focus on equity, diversity, and inclusion and routinely track how we’re doing, and what we need to do to keep improving. We foster a culture where everyone can feel safe to be who they really are and thrive.

A career that grows with you. We believe in developing our people and promoting from within. Many employees have spent decades, and sometimes their entire careers, with Coast Capital and have progressed from the frontlines to senior leadership.

Work where you’re most effective. In 2020 the world changed, and that includes how we work. In response to COVID-19 we launched myWork, which gives employees flexibility in where they work based on the nature of their role.

Benefits that flex to the needs of you and your family.  We offer comprehensive, customizable benefits for you and your family, so you can choose what fits best for you and your lifestyle.

Retirement options. We also take care of our employees once they retire. That’s why we offer the choice of a defined contribution or defined benefit pension plan or RSP’s.

Mortgage and auto financing benefits. Employees save thousands on their mortgages and auto loans with best-in-category benefits.

Real recognition. We recognize excellence throughout the year, through an online community that lets employees give kudos and thanks throughout the year.  We’re human, which means we like to have fun with events, celebrations, and recognition throughout the year.

An award winning culture. We’re a Platinum member of Canada’s Best Managed Companies and are regularly recognized by Canada’s Most Admired Corporate Cultures and the BC Top Employers Awards.

We reinvest 10% back into the community. When we do well, our communities do well. That’s why since 2000 we’ve invested over $90 million into our member’s communities. 

Double your impact. Through our employee volunteer program, Coast Capital donates $10 for every hour you volunteer to a Canadian charity or non-profit of your choice.

Apply now »