Director, Channel Experience

London Branch


The Director, Channel Experience has a strong passion for the member and strives to ensure that the member receives best in class service in their channel of choice.  The incumbent will serve as a member advocate, influencer across teams, collaborative partner, brand ambassador and storyteller using data to make informed decisions and recommendations.  The Director, Channel Experience is responsible for providing insights, analytics, and driving member experience improvements across channels for Retail, Commercial and Wealth business lines.  The Director, Channel Experience will focus on a set of opportunities to improve member engagement, operational efficiencies, and drive sales opportunities for the organization.


The Director, Channel Experience will partner with subject matter experts across our business to lead projects aimed at improving the member experience for a specific journey, product or segment.  The scope of these efforts includes but is not limited to member centric research, data analysis, reviews of internal policies and procedures, and competitive analysis. The incumbent will be responsible for identifying, analyzing, and monitoring key performance indicators, provide actionable recommendations, and implement test and learns for optimizing and improving member satisfaction.  The Director, Channel Experience will lead the channel sales team, including the contact center and will be responsible for optimizing current channels and introducing new channel strategies to ensure that member and business value is being optimized.



  • Collaboratively partner with the Business Intelligence Team to gain insights and identify member needs for experience focused on the member journey and desired channels
  • Partner collaboratively with key stakeholders across the business in order to harness insights, develop solutions, integrate and execute against key programs, and ensure delivery of best in class member experiences and alignment with YNCU’s mission
  • Identify and action upon both large and small opportunities to increase self-service and decrease friction points
  • Develop, utilize and continuously update a dashboard to monitor and track KPIs for prioritized journeys
  • Regularly monitor sales results; collect and analyze sales data; prepare and provide reports and feedback on sales results to the department and Chief Member Experience Officer
  • Conduct strategic analyses of current efforts and efficiencies, identify how we can improve and make change happen
  • Manage a team of specialists responsible for several aspects of member communication and omni-channel contact strategies
  • Be an awesome leader who supports, trains, motivates and provides regular coaching to direct reports to achieve organizational goals
  • Interface with Legal, Compliance, Risk, and ensure member experience strategies and execution meet compliance, risk, and control needs
  • Act as lead for driving sales performance and sales management activities through our digital channels by conducting collaborative sales meetings, preparing business development plans and implementing sales plans approved by the Chief Member Experience Officer
  • Work closely with the Marketing Team to ensure that all products and services are marketed in accordance with the overall business objectives including member satisfaction and sales growth
  • Establish and maintain a current level of knowledge of competitor products and services, and provide recommendations for new products and/or services to the Chief Member Experience Officer
  • Develop and manage a member communication strategy that includes touchpoints like phone calls, mobile, chat services, emails, and more
  • Develop innovative solutions to help improve communications processes
  • Continuously improve the standards for the team’s quality of contact with member (e.g. tone of voice, professionalism, compassion, understanding, etc.)
  • Provide input to the development of a strategic plan for a digital and alternative channel sales approach
  • Provide input to annual departmental budget and business plan process
  • Be cost conscious and adhere to approved budgetary limits
  • Abide by YNCU policies, procedures, standards, guidelines and practices
  • Work safely in accordance with YNCU’s Health & Safety Policy, procedures and the Occupational Health and Safety Act as amended from time to time
  • Other duties as required



  • Post secondary diploma, degree and/or certification in Administration, Finance, Business or a related program, or an equivalent combination of education and related experience
  • Minimum seven (7) years of experience in Financial Services at a supervisory level of which at least three (3) years includes member/customer experience and digital design
  • Experience with process improvement/re-engineering
  • Passion and knowledge of member experience best practices and digital ecosystems, mobile channel knowledge specifically required
  • Proven track record of driving results rapidly
  • Must have a valid Ontario driver's licence and reliable available vehicle
  • Must be bondable
  • Experience implementing new communication strategies (e.g. text and chat platforms)
  • Demonstrated ability to manage and prioritize multiple projects and meet tight deadlines, including alignment and re-alignment of resources to ensure priorities are met
  • Good understanding of members’ needs and preferences for using digital financial services and a vision for how digital technologies can be leveraged to improve member and employee experiences and internal processes
  • Strong ability to establish and maintain collaborative working relationships with a wide variety of partners and stakeholders



  • Member centric intuition and ability to continuously think like and be the voice of a member on all projects to ensure effective delivery of experiences that are both right for the business and the member
  • Confidence and ability to make sound decisions
  • Innovative thinking to challenge the status quo and come up with creative solutions to solve problems and overcome hurdles
  • Data-driven mindset to anchor decisions in analytics and drive accountability of the member experience through data and metrics
  • Exceptional analytical skills with an ability to leverage customer insights to drive solutions
  • Innate ability to influence others and persuasively rally teams, often with different needs and demands, around the member experience
  • Talent to coach, mentor and provide clear feedback in a caring and well-understood way
  • Ability to inspire others to be bold and creative, view challenges as opportunities, and find innovative approaches to achieve goals
  • Ability to build relationships with people through positive, confident, supportive and engaging interpersonal skills
  • Strong planning, organizational and time management skills
  • Excellent verbal, written and listening communication skills
  • Ability to work well independently as a leader and as a contributing team member
  • Ability to embrace and manage change
  • Effectively resolve conflict and have difficult conversations
  • Superior customer service ability
  • Be self-motivated, resourceful and flexible
  • Ability to maintain confidentiality of sensitive and proprietary information
  • Overly proficient computer skills

Your Neighbourhood Credit Union will provide accommodations for persons with disabilities, where needed, to support their participation in our recruitment process. Please contact Human Resources at 519-804-9190 ext. 673 or



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