Manager, Voice of the Customer (Member)

About Vancity

Vancity is a member-owned credit union built on the principles of inclusion and social justice. A relentless commitment to their values has helped them challenge the status quo and break down barriers since day one in 1946. They have bold commitments to make Vancity net-zero by 2040 across all mortgages and loans and are pursuing strategies on Indigenous banking and to improve the financial resilience of their members.

Vancity is the largest private sector Living Wage Employer in Canada and has been consistently recognized as one of the Top Employers in Canada. If you're interested in joining their team of 2,700 diverse individuals and accessing competitive rewards and benefits, all while knowing you are part of a greater movement, then apply today!

About the workplace

At Vancity, we refer to our customers as members, reflecting our commitment to community and cooperative values. Member Experience (MX) is a newly established function at Vancity, where we are working to build a Member Experience that creates Hope and Optimism as our members administer their daily banking and navigate significant intersections in their lives and businesses

The Voice of the Customer (Member) Manager will oversee and enhance the Voice of the Member (VOM) Program, using data to understand member experiences and drive improvements. They will identify trends, share insights with key stakeholders, and ensure continuous improvement in member journeys. They will build relationships to regularly share insights, support the MX strategy, develop KPIs, and design new member experiences, leveraging their expertise in member behavior, data analysis, and cross functional collaboration.

This is a permanent, full-time role that will enjoy hybrid working arrangements which can be fulfilled primarily from the Vancity head office location and your Lower Mainland based home office. This role may require you to work in-office at least once a week.

A typical day would involve:

• Create, maintain, continuously improve, and automate the Voice of the Member Program by analyzing member feedback from listening posts, turning data into trends, insight, and influencing prioritization of opportunities to drive member experience and business performance, ensuring this aligns with Member Experience (MX) strategy, KPIs, and business outcome.
• Work closely with contacts to share, propose, and track opportunities for key areas to take action in improving MX within the scope of the specific lines of businesses (LOBs) or support team's function.
• Partner with MX team and contacts to collaborate, design and improve member journeys using insights, MX principles, frameworks, and best practices.
• Regularly review and report the impact of actions on member metrics, such as increase to primacy, reduction in lapsing, organizational Net Promoter Score to demonstrate improvements

You have:

• Bachelor's in Business, Marketing, Psychology, or a related field, or equivalent experience.
• 5+ years in customer experience, Voice of the Customer analytics, or a related field.
• Strong analytical skills with ability to interpret qualitative and quantitative data to connect the dots and drive actionable insights.
• Experience with customer experience and data analytics tools and platforms would be an asset (i.e. Qualtrics, Medallia, Qlik Sense, Power BI, Tableau, SAS, Excel).
• Experience in financial services or banking sector is preferred
• Customer Experience Professionals Association (CCXP) designation preferred
• Deep understanding of qualitative and quantitative methodologies for measuring experience and engagement linked to financial outcomes
• Strong influencing skills, with an ability to engage stakeholders up to C-suite executives
• Background in behaviourial psychology is an asset

You are:

• A leader - you understand how to motivate and support others in advancing the vision and mission of an organization. You craft plans, influence others in making progress on strategic goals, and cultivate an environment in which all are invited to contribute to success.
• Deeply empathetic - you appreciate the deep humanity of both our members and your colleagues. You appreciate the nuance in every interaction, striving to leave people feeling better than when you started.
• Highly resilient - you navigate change and ambiguity with aplomb. You keep the 'big picture' in mind, knowing that bumps along the way are natural parts of integrating a new way of approaching old ideas
• A skilled critical thinker - you can manage ambiguity and operate in a complex environment. You are a 'T' thinker, considering multiple facets to any challenge you encounter

We value lived experience, so if you are interested in this role, we encourage you to apply even if you feel your skills don't perfectly align with those listed.

The salary range for this role is $91,000 to $136,400 annually. Base pay offered may vary depending on factors such as relevant qualifications, skills, previous experience, and internal equity. As part of our total rewards package, employees may also be eligible for our annual incentive program, subject to program eligibility requirements.

Posting Deadline: Posted until filled

A career at Vancity is more than just a job, you're joining a tradition of change-makers who are creating lasting change for our communities. Beyond base pay, we offer a comprehensive total rewards package to ensure our employees are empowered to thrive:

We offer:

• We are the largest private-sector Living Wage Employer in Canada and have been consistently recognized as one of the Top Employers in Canada.
• Our permanent employees qualify for attractive benefit packages that can be customized and changed each year to meet their evolving needs.
• New employees receive between three to four weeks of vacation allowance per calendar year, and the number of vacation days grows
• In addition to the 11 statutory holidays in British Columbia, Vancity provides an additional two statutory holidays. We offer care days for periods of short-term personal illness or emergency family illness.
• We have flex credits for our health care & dental benefits offer three levels of coverage for you to select from. These benefits will also be effective immediately based on your hire date.
• We understand that retirement means different things to different people and at Vancity we will offer you a Defined benefits pension plan that pays you a retirement income for life.

At Vancity we're committed to creating a welcoming and inclusive workplace to help our people and communities thrive and prosper. Diversity in our workforce is integral so that we can truly represent, understand and respond to our community needs and deliver on our member experience.

We are committed to providing an inclusive and accessible recruitment experience for all candidates. If you require any accommodations at any stage of the recruitment process, please reach out to our Talent Acquisition team at recruitment@vancity.com for confidential support. In-person assistance is also available. We will collaborate with you to ensure your needs are met promptly and effectively.