Director, Member Experience

Job Description:

Director, Member Experience

Location: Any branch location, PEI

At Provincial Credit Union, we believe banking is about more than transactions – it's about the relationships we build and the experiences we create for our members. We're proud to be a people-first organization and to be recognized as one of Canada's Top 100 Employers for 2026. We're committed to making every interaction matter, supporting our communities, and creating a workplace where people feel valued and supported.

The Director, Member Experience provides strategic leadership for how Provincial Credit Union delivers a consistent, meaningful and relationship-focused experience to its members. This role leads the development of member journeys, service standards and service excellence practices, working collaboratively with leaders and teams across PCU to ensure the experience we intend to provide is reflected in members' everyday interactions.

What You'll Do:

• Lead the development and ongoing improvement of PCU's member experience strategy, framework and priority member journeys.
• Establish clear, practical service standards that reflect PCU's IMPACT values and guide everyday member interactions.
• Work with Retail, Business Services, Digital Member Experience, Member Administration and other teams to support a consistent experience across branches, telephone, digital and other channels.
• Use member feedback, research and performance measures to identify service gaps and opportunities for improvement.
• Represent the member perspective in projects, process changes, product development and technology decisions.
• Partner with leaders across PCU to implement service improvements, reinforce service excellence and embed member experience practices into day-to-day operations.
• Monitor and report on member experience performance, emerging issues and progress against key priorities.

What You Bring:

Education & Experience

• Post-secondary education in business, management, marketing, service design or a related discipline, or an equivalent combination of education and experience.
• Significant leadership experience in financial services, member/customer experience, service delivery or a related field.
• Experience leading cross-functional initiatives and developing service standards, member experience programs or service improvement initiatives.
• Experience using member feedback, research and performance measures to identify opportunities and implement improvements.
• Experience with journey mapping, process improvement or change management would be considered an asset.

Skills & Competencies

• Knowledge of member/customer experience principles, with a focus on the end-to-end experience.
• Effective relationship-building, communication and influencing skills, with the ability to bring teams together around shared goals.
• Ability to translate strategy and values into clear, practical service expectations and support their implementation across the organization.
• Strong analytical and problem-solving skills, including the ability to identify service gaps and develop practical solutions.
• Experience facilitating change and moving ideas from planning into everyday practice.
• A balanced, solutions-focused approach to member needs, operational realities, risk, regulatory requirements and organizational priorities.

Why You'll Love It Here:

We believe our employees deserve the same outstanding care we give our members. That's why we offer:

• A People-First Culture: Join a supportive team that values collaboration, positivity, and community impact.
• Competitive Pay & Bonus Program: Market-aligned salary plus the opportunity for annual bonuses.
• Comprehensive Benefits: Health and dental coverage, sick time, and a Defined Contribution Pension Plan & Group Retirement Savings Plan with up to 9% employer contribution.
• Work-Life Balance: Three weeks' vacation, plus four personal days, and two volunteer days each year.
• Career Growth: Tuition reimbursement, training opportunities, and career progression pathways.
• Extra Perks: Annual fitness and clothing allowance, reduced employee loan and mortgage rates, and no service fees on banking transactions.
• Salary Range: $116,549 – $137,116.

Additional Information

Bondability Requirement: Candidates must be bondable under a fidelity bond policy (includes a criminal and credit check).

Closing Date: November 8th, 2026.

Diversity & Inclusion

At Provincial Credit Union, we're committed to creating an inclusive and equitable workplace. We welcome applications from all qualified individuals, and accommodations are available throughout the recruitment process.

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