Vice-President, Growth and Member Experience

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. 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.

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.

Key areas of oversight and responsibility:

1. Strategic Leadership: Provides vision and leadership for the Member Experience team, aligning operational strategies with Sydney Credit Union’s long-term business objectives.
2. Member Growth & Engagement: Leads initiatives focused on deepening relationships with existing members while attracting new members, particularly in younger demographics.
3. Operational Excellence & Innovation: Oversees member experience across branches, call centers, and digital platforms, ensuring efficient, responsive, and personalized service.
4. Team Leadership & Development: Mentors, develops, and leads a high-performing team committed to service excellence.
5. Sales & Relationship Management: Develops and executes sales strategies to enhance revenue growth through innovative product offerings and tailored financial solutions.

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.

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.

Sydney Credit Union will provide support in its recruitment processes to applicants with disabilities, including accommodation that considers an applicant’s accessibility needs.

Sydney Credit Union is committed to employment equity and diversity and encourages applications from all qualified candidates.

If you are interested in this opportunity, contact Michelle Doyle at mdoyle@kbrs.ca or Kyle Steele at ksteele@kbrs.ca or submit your full application package online.