Director, Member Experience Design

Description ">Why Meridian? At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.Factor us into your next career opportunity. We want you to grow with us and have an experience that’s different. This is a place where you can expect the unexpected. Find our story here:  The role:The Director, Member Experience Design is a strategic leader tasked with revolutionizing Meridian’s approach to Member engagement. Reporting to the VP of Digital Transformation, this role is central to Meridian’s commitment to digital innovation and Member-centric service. The Director will lead the development of a comprehensive Member experience strategy that reflects the company’s vision and helps the enterprise understand and anticipate the future of Member interactions. By uncovering the intricacies of the Member experience across multiple systems and channels, the Director will ensure that every touchpoint is an opportunity to reinforce Meridian’s Brand and enhance Member satisfaction. This includes the creation and leadership of a new team & discipline dedicated to this purpose; one that will be pivotal in realizing these goals.Is this role right for you? In this role, you will:Team Strategy/Vision/Purpose/Process Collaborate with peers and SLT to craft a strategic vision and purpose for the Member Experience CoE.Champion Member Experience as an integral component of Meridian’s goal to be Member Obsessed.Investigate, design and implement effective and adaptable processes for prioritization and execution of journey mapping and development that respond to changing Member needs and behaviors.Manage a collection of journey mapping and experience design tools that support strategic planning and decision-making across the organization.Utilize qualitative and quantitative research to construct ideal journey maps that enhance member experiences, including working across departments to identify opportunities and tools to simplify and automate experiences.Ensure consistent management of end-to-end member journey mapping, integrating insights, pain points, and business processes for a holistic perspective.Provide oversight to maintain the journey framework’s focus on identifying opportunities and improvements in the member experience that resonate with Meridian’s Brand Collaboration and Partnership:Foster collaboration across departments to embed journey mapping insights into operations.Drive project completion within a matrix structure through strategic relationships and influence.Unite stakeholders around a common understanding of issues, setting clear goals for initiatives.Work with cross-functional teams to prioritize tasks, balancing immediate and long-term needs with a focus on Member Experience (MX).Develop team expertise in leveraging enterprise-wide relationships to understand capabilities, dependencies, and risks.Identify and recommend investments in tools and capabilities to streamline and automate processes.Enhance team proficiency in leading effective workshops, both virtual and in-person.Implement monitoring controls for Member experience, leading discussions with stakeholders to evaluate performance and update on initiatives.Stay informed on emerging trends and regulations to seize new opportunities that improve Member interactions.Leadership Responsibilities                                                  Build and manage a cross-functional team committed to executing the Member experience strategy, fostering a Member-first culture.Design, recruit, and evolve a strong, experienced team with skills in design research, facilitation, and analysis that will act as a coordination point between lines of business and centralized service teams, ensuring seamless communication from issue identification to tactic execution.Ability to source, assemble and manage a cross divisional set of team members (matrix organization) and ensure they are focused on a common goalChampion a grassroots, omnichannel approach to Meridian’s Member Obsessed, digital-first philosophy, ensuring the team embodies this mindset.Provide leadership, advice, and mentorship to team members.Manage performance, development, succession, and coaching for direct reports effectively.Collaborate and integrate with the broader organization.Be a strategic thinker, planning for the future of Member experience. Knowledge, Skills, and AbilitiesExceptional leadership abilities to guide, motivate and inspire the Member Experience Design team and the broader team engaged in Mapping or Design activities.Experience managing efforts within a matrix structure through strong influence, negotiation and facilitations skills.A proven track record in defining and executing strategy to improve customer experience.Experience mapping complex tools, systems and processes as part of a human centered design process.Aptitude for facilitating/negotiating and aligning various organizational components to deliver outstanding Member service.Ability to demonstrate the tendency to challenge the status quo and drive constant improvement to achieve organizational goals.Experience in customer service management is an advantage.Managing team delivery through Agile methods is a benefit. Office Location: Toronto and St. Catharines Corporate Office - travel to both Corporate sites is required for meetingsMeridian has a remote work policy that allows flexibility for employees to work remotely but also requires regular time in the office for purposeful meetings to collaborate, innovate and build effective relationships with your team, your colleagues and your leader which is very important to us. What's in it for you? We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!We provide you with the tools and technology needed to delight your candidates and clients!You'll get to work with and learn from diverse industry leaders, who have hailed from top organizations around the worldHybrid work arrangements with in-person office time to collaborate, innovate and build relationships with your colleaguesThis isn't your typical "corporate" job. We work hard and we have fun! Who we are:Meridian is Ontario’s largest credit union, and second largest in Canada, helping to grow the lives of our more than 360,000 Members. Meridian has more than 75 years of banking history and is 100% owned by its members. With 89 retail branches and 15 Business Banking Centers across Ontario and $ 30B in assets under management, Meridian offers a full range of financial products and services to its retail, business banking and wealth members. With over 2000 employees and corporate offices located in Toronto and St. Catharines, Meridian has a track record of creating and delivering innovative new offerings and is committed to investing in the communities that we serve.  Our plan is to build on our momentum as we deliver on our purpose - helping our members achieve their best life. Find our story here: