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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.  

Senior Member Experience Design Manager

Company: Coast Capital Savings Federal Credit Union

Location: British Columbia (CA-BC), Vancouver/Toronto   

Job Type: Full Time 


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


What’s the job?


The Senior Member Experience Design Manager, Credit is responsible for the design and execution of the member experience vision for Coast Capital’s enterprise portfolio of lending products and services across all lines of business. This leader will design and action a journey mapping portfolio, segment strategies and differentiated end-to end experiences for mortgages, loans, lines of credit and other core lending and financing products that are foundational to organizational strategy execution. The Senior Member Experience Design Manager, Credit will utilize human-centered design and rapid prototyping to create new environments, services and tools to enhance Coast’s member experiences and member financial well-being. As a credit guru and member-centric design practitioner, they will partner with internal stakeholders across the organization, demonstrating the value of design thinking while ensuring that the end-to-end credit experiences, products, digital solutions and processes they are responsible for are created in alignment with the corporate strategy and its core design principles. Reporting to the Director, Experience Design, the Senior Member Experience Design Manager, Credit will be an expert and collaborative leader within the experience design practice at Coast Capital.


What you’ll get to do:


  • Deliver critical experience design input as Experience lead to inform Large Project requirements and departmental initiatives related to credit, financing and banking.
  • Design extensible systems, processes and workflows that ensure we're driving positive credit-impact for our members, and complying with associated regulations
  • Lead journey mapping, solution design and persona development activities, from assessing current state member journeys and facilitating co-creation workshops to developing future state experiences and recommended implementation plans.
  • Work closely with senior leadership and key internal stakeholders to jointly inform, shape and develop new member experiences, services and tools that align with Coast Capital’s strategy, support business objectives and help strengthen the financial well-being of our members.
  • Use rapid prototyping methodology to create member experience solutions up to proof-of-concept stage, and then collaborate with internal stakeholders to build solutions to launch-ready stage.
  • Support center of excellence creation and influence mid-to-long-term product and digital roadmaps aligned to Corporate strategy and strategic value propositions
  • Drive and/or participate in initiatives across the organization related to member engagement strategies, using best practices from human-centered design, design thinking, behavioral economics and other disciplines to respond to member problems, needs and goals and improve net promoter score.
  • Support the development of member-centric metrics and reporting to assess the success of new solutions.
  • Monitor trends and developments in the field of design (e.g. Experience Design, Interaction Design, Service Design) and drive action on emerging opportunities with peers and leaders.
  • Provide thought leadership and develop partnerships with organizations in this space.
  • Partner with key internal stakeholders to develop and utilize complementary internal ecosystem process maps for key member journeys.
  • Lead, coordinate and manage design and iteration cycles with internal stakeholders and external suppliers as required to secure creative, UX, digital and technology expertise necessary for the design process.


*This role will be based Remotely


Who are we looking for?

  • Strong digital literacy; understanding of digital technologies, skills and ecosystems.
  • Proven strategic and innovative thinker.
  • Proficiency in human centered experience design, including journey mapping and market segmentation.
  • A minimum of 5 years of credit experience at the enterprise level.
  • Comprehensive knowledge of all aspects of retail/mortgage lending (as well as small business) and credit policies/guidelines, including FICOM and OSFI lending policy
  • Experience with loan origination systems, digital lending platforms and sales of mortgages, loans, lines of credit, HELOC's and creditor insurance products is valued
  • A minimum of 7 years’ experience with human-centered experience design including journey mapping and market segmentation AND a minimum of 4 years’ experience within the financial industry with solid knowledge of Retail Banking and/or Wealth and Small Business products and services. 
  • Bachelor’s degree in Business, Marketing, Communications, Engineering; Master’s degree or equivalent industry experience preferred.
  • Seasoned and compelling communicator with demonstrated effectiveness in both oral and written communication, facilitation, presentations, recommendations and summaries.
  • Proficient at using formal or informal consulting methodologies, skills, and behaviors.
  • Product management, behavioral economics and marketing experience an asset.
  • Design thinking and Agile development experience an asset.

At Coast Capital, we value diversity, equity and inclusion. We’re not all the same and we like it that way. We don’t just accept differences - we celebrate, support, and we thrive on them for the benefit of our employees, our members, and our community. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe, the more inclusive we are, the better our work will be.

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.

Equity, Diversity & Inclusion at Coast Capital

At Coast Capital, we value diversity, equity and inclusion. We’re not all the same and we like it that way. We don’t just accept differences - we celebrate, support, and we thrive on them for the benefit of our employees, our members, and our community. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

COVID-19 at Coast Capital

Coast Capital Savings is committed to the health and safety of our employees, member, and communities. With this commitment in mind, Coast Capital complies with all public health mandates (provincially and/or federally, as applicable) and has implemented various safety measures, including requiring all employees to be fully vaccinated against COVID-19, and making COVID vaccination a pre-condition to employment with Coast Capital. All successful applicants must provide acceptable evidence of full vaccination against COVID-19, before any contract of employment becomes final and binding, and before your start date can be set.

Exceptions may apply where vaccination is not possible for medical or religious reasons that are protected under Canadian human rights laws. Should successful applicants require a medical or religious accommodation related to vaccination please discuss whether an exception may apply with your Talent Acquisition Advisor.

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