Vice-President, Growth and Member Experience

Sydney Credit Union

Sydney, NS

The Sydney Credit Union is seeking a dynamic and strategic leader to serve as Vice-President, Member Experience and be part of building on its legacy of financial empowerment through cooperation. If you are an entrepreneurial leader with a passion for delivering exceptional member experiences and a strong track record of developing service excellence, we invite you to apply.

The Organization

Sydney Credit Union is a progressive, full-service, cooperative financial institution with more than 13,000 members and over $300 million in assets. When you open an account at Sydney Credit Union, you uniquely become both a member and an owner. As such, our relationship with all our member/owners is based on our commitment to empower you to make the best decisions for your financial well-being. We do this by offering you our complete line of competitive financial products and services, customized for your individual needs, combined with wise financial guidance.

The Role

As part of a newly restructured leadership team, this role is critical to shaping the future of member engagement, retention, and growth. The Vice-President, Member Experience reports to the CEO and will oversee all aspects of member service delivery, ensuring a seamless, high-quality, and personalized banking experience across all service channels, including branches, call centers, and digital platforms. This leader will be instrumental in fostering a culture of proactive relationship management and innovation while aligning with the organization's strategic vision.

Key areas of oversight and responsibility:

Strategic Leadership: Provides vision and leadership for the Member Experience team, aligning operational strategies with Sydney Credit Union's long-term business objectives. Develops a comprehensive member experience strategy, integrating in-person, digital, and call center engagement models to enhance service delivery and member satisfaction.

Member Growth & Engagement: Leads initiatives focused on deepening relationships with existing members while attracting new members, particularly in younger demographics. Works closely with marketing to develop targeted outreach campaigns and innovative engagement strategies that fulfill Sydney Credit Union's value proposition to the community.

Operational Excellence & Innovation: Oversees member experience across branches, call centers, and digital platforms, ensuring efficient, responsive, and personalized service. Drives process improvements, implements technology solutions, and leverages data analytics to enhance operational effectiveness.

Team Leadership & Development: Mentors, develops, and leads a high-performing team committed to service excellence. Fosters a member-centric culture that prioritizes relationship-building, trust, and financial well-being. Provides guidance and support to frontline staff, ensuring alignment with the organization's goals.

Sales & Relationship Management: Develops and executes sales strategies to enhance revenue growth through innovative product offerings and tailored financial solutions. Works with senior leadership to identify market opportunities, expand services, and develop programs that address evolving member needs.

The Ideal Candidate

As the ideal candidate, you are an experienced leader with a passion for delivering exceptional member experiences and fostering a service-driven culture. You have a strong background in financial services, sales strategy, and operational excellence, with a track record of leading high-performing teams to achieve growth and engagement goals. Your business acumen and strategic mindset allow you to identify opportunities for innovation, streamline service delivery, and enhance member satisfaction.

You are a people-first leader, known for your ability to inspire, mentor, and develop teams while fostering a culture of trust, collaboration, and accountability. Your communication skills enable you to build strong relationships with members, employees, and community partners, ensuring that Sydney Credit Union continues to be a valued and trusted financial institution. With a good understanding of financial technology, evolving member needs, and the credit union movement, you are ready to lead Sydney Credit Union into the future, ensuring its continued success in the unique communities of Sydney and Cape Breton.

Qualifications and Experience

· A degree in business administration, marketing, or a related field with a graduate degree considered an asset.

· A minimum of five (5) years' proven experience in a customer/member service leadership role, preferably within the financial services industry.

· Proven experience leading teams and fostering a high-performance culture.

· Experience engaging with youth and young adults, and knowledge of social media and email marketing techniques.

· Knowledge of financial services technology, CRM systems, and data-driven decision-making.

· Demonstrated ability to develop and implement member engagement strategies that drive loyalty and satisfaction.

· Past examples of well-developed strategic thinking, problem-solving, and decision-making abilities.

· Experience with volunteer boards and non-profit governance models is an asset.

Skills and Attributes

· Deep understanding of credit union membership drivers, member needs and a commitment to exceeding expectations.

· An ability to inspire and motivate teams toward achieving common goals.

· Creative approach to problem-solving and service delivery, with flexibility to respond to changing member needs.

· Ability to work cross-functionally and build meaningful relationships with internal and external partners.

· Ability to analyze trends and performance metrics to drive continuous improvement.

· A down-to-earth, optimistic leader with creativity, integrity, and curiosity.

· An exceptional relationship-builder, capable of garnering long-term trust with partners.

Sydney Credit Union will provide support in its recruitment processes to applicants with disabilities, including accommodation that considers an applicant's accessibility needs. If you require accommodation because of a disability or for any other reason during the interview process, please contact KBRS.

Sydney Credit Union is committed to employment equity and diversity and encourages applications from all qualified candidates, including Indigenous peoples, women, people of any sexual orientation, gender identity, or gender expression, visible minorities, and racialized people, and people with disabilities.

If you are interested in this opportunity, contact Michelle Doyle at [email protected] or Kyle Steele at [email protected] or submit your full application package online at: https://www.kbrs.ca/Career/17327273594500000008ebk