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Sr Manager, Research & Member Insights

Jun 8, 2021

Company: Coast Capital Savings Federal Credit Union 

Location: British Columbia (CA-BC), Help Headquarters  

Job Type: Full-Time  

Posting End Date:  


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


What’s the job?


The Senior Manager, Research & Member Insights and the team this role leads play a critical role in the design, creation and on-going management of member (and employee) experience programs including performance measurement (metrics), member insights, member/employee engagement and implementing appropriate feedback platforms. The Senior Manager, Research & Member Insights works with EXCO, SLT and with cross functional teams in the organization, leading initiatives to align organizational objectives and establish program standards, processes, reporting and insights of membership feedback, and member interactions, with the goal of impacting business performance and influencing enterprise change, communication, prioritization, and actions aligned to Corporate Strategy. The Senior Manager, is responsible to develop CCS's member feedback capability in support of member work being completed, increasing the use of member feedback when making decisions together with actively engaging with leaders to better use member insight to help drive results. 



What you’ll get to do:


  • Responsible for the development of an enterprise Research Roadmap
  • Works closely with Retail, Small Business, Digital Banking and Member Experience to identify research needs, develop research strategies, and share research insights to support in more meaningful execution and in the development of effective member experience initiatives
  • Responsible for proactively engaging with leaders to understand business needs and to develop appropriate programs. To actively share research findings and insights to key audiences including ExCO, Senior Leadership team, and other key stakeholders including Retail and Commercial Leadership.
  • Maintain and continue to develop CCS's understanding and use of research methodologies and Voice of the Member best practices to ensure CCS continues to advance and mature ability to leverage strategies and insights
  • Responsible for developing members of team. Proactively share insights with leaders throughout CCS and how it supports the development of their areas.
  • Works closely with Finance, HR, SLT and ExCo to leverage research findings and insights in the development of STIP & LTIP metrics.
  • Responsible for an active role in the development of the Voice of the Member (VOM) program working in collaroboration with various stakeholders (including Retail Leadership, Small Business, Sales Effectiveness and MX), program implementation and ongoing sharing and interpretation of insights.
  • Provides oversight and direction to the Member Insights team on generating insights to help drive results (SOW, MES) and the creation, implementation and ongoing development of resarch programs
  • Coordinates and provides oversight on research partner management (Ipsos, Strategic Insights, Greenwich Associates, etc.)

What we're looking for


  • Minimum 7 – 9 Years of Job Related Experience
  • Bachelor's Degree or a diploma requiring 3 - 4 years of full-time study. Bachelors degree in Business or Economics, and/or equivalent experience in designing, building and implementing enterprise member experience management programs. Preference for some post graduate study in marketing, business or behavioural science (i.e. sociology, psychology). 
  • Program and project management experience
  • Strong integrated systems design skills with the ability to design future proof program via platforms/partners that evolve with CCS member experience maturity level & expansion plans (e.g. closed loop systems, sales leads generation)
  • Strong working knowledge of enterprise metrics, financial service delivery, finanical operations, and member insights
  • Experience with research and data analysis providing actionable insights.
  • Business Acumen: understands how business works, including current and future strategies, practices, trends, economics, and technology; understands the competitive environment and how strategies and tactics work in the marketplace
  • Change Leadership: Refers to the role leaders play in change; help others deal with change and explore options by helping to prioritize and empower people to solve challenges; ask and listen, dispel rumours actively, provide empathy
  • Collaboration: demonstrated ability to positively and productively engage and deal effectively with colleagues at all levels; builds constructive, mutually beneficial relationships, appropriate rapport and relates well to others
  • Communication: demonstrated experience and effectiveness in both oral and written communication including F2F oral presentations to groups, focused and concise written and verbal summaries, effective questioning and listening skills. 
  • Continuous Improvement: Strong desire to continuously improve processes, programs, work-flows, and performance, aiming for optimal efficiency and to help others improve
  • Decision Making: makes good decisions, in a timely manner, based on analysis, experience, and judgment; sought out by others for advice; capable of analyzing complex problems, leveraging multiple sources to create effective solutions 
  • Developing Others: Constructs compelling, focused development plans; holds frequent coaching and development discussions, is aware of each person’s developmental goals, and provides challenging tasks and assignments
  • Drive for Results: Consistently meets/exceeds goals, typically by being organized, setting priorities, accurately estimating timeframes, overcoming resistance & barriers; steadfastly pushes self & others
  • Managerial Courage/Leadership Presence: says what needs to be said; knows when to speak, what to say, how to say it; provides direct, positive, actionable feedback to others regardless of level; confronts problems/conflict in a direct & timely mann
  • Managing Diversity: Understands the competitive and operational advantage of a diverse team, demonstrating behaviours that reflect this value; is inclusive and equitable in the leadership, coaching and treatment of others
  • Member/Client Focus: dedicated to meeting the expectations and needs of internal and external clients; establishes effective relationships with members, earning trust/respect; acts with a conscious intent to fulfill our CCS purpose 
  • Organizational Agility: Understands how organizations work and how to get things done through both formal and informal channels; understands culture, and the origin and reasoning behind key policies, practices, and procedures 
  • Strategic Thinking: demonstrated enterprise perspective and experience ensuring practices, divisional strategies and tactics align with organizational culture, plans and priorities; maintains a holistic and informed perspective

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.

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