Senior Member Experience Design Manager
Coast Capital Savings - Columbia, California, United States, 95310![Coast Capital Savings](/api/image?src=https%3A%2F%2Fgeneral-board-default.s3.us-east-2.amazonaws.com%2Fpublic%2Fimages%2Fdesk-360x180.webp&w=640&q=75&f=webp)
Work at Coast Capital Savings
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Overview
Strong digital literacy; understanding of digital technologies, skills, and ecosystemsProven strategic and innovative thinkerProficiency in human-centered experience design, including journey mapping and market segmentationA minimum of 5 years of credit experience at the enterprise levelComprehensive knowledge of all aspects of retail/mortgage lending (as well as small business) and credit policies/guidelines, including FICOM and OSFI lending policyExperience with loan origination systems, digital lending platforms, and sales of mortgages, loans, lines of credit, HELOC's, and creditor insurance products is valuedA minimum of 7 years' experience with human-centered experience design including journey mapping and market segmentationA minimum of 4 years' experience within the financial industry with solid knowledge of Retail Banking and/or Wealth and Small Business products and servicesSeasoned and compelling communicator with demonstrated effectiveness in both oral and written communication, facilitation, presentations, recommendations, and summariesProficient at using formal or informal consulting methodologies, skills, and behaviorsProduct management, behavioral economics, and marketing experience an assetDesign thinking and Agile development experience an assetResponsibilities
The Senior Member Experience Design Manager, Credit is responsible for the design and execution of the member experience vision for Coast Capital's enterprise portfolio of lending products and services across all lines of business.This leader will design and action a journey mapping portfolio, segment strategies, and differentiated end-to-end experiences for mortgages, loans, lines of credit, and other core lending and financing products that are foundational to organizational strategy execution.The Senior Member Experience Design Manager, Credit will utilize human-centered design and rapid prototyping to create new environments, services, and tools to enhance Coast's member experiences and member financial well-being.As a credit guru and member-centric design practitioner, they will partner with internal stakeholders across the organization, demonstrating the value of design thinking while ensuring that the end-to-end credit experiences, products, digital solutions, and processes they are responsible for are created in alignment with the corporate strategy and its core design principles.Reporting to the Director, Experience Design, the Senior Member Experience Design Manager, Credit will be an expert and collaborative leader within the experience design practice at Coast Capital.Deliver critical experience design input as Experience lead to inform Large Project requirements and departmental initiatives related to credit, financing, and banking.Design extensible systems, processes, and workflows that ensure we're driving positive credit impact for our members and complying with associated regulations.Lead journey mapping, solution design, and persona development activities, from assessing current state member journeys and facilitating co-creation workshops to developing future state experiences and recommended implementation plans.Work closely with senior leadership and key internal stakeholders to jointly inform, shape and develop new member experiences, services, and tools that align with Coast Capital's strategy, support business objectives, and help strengthen the financial well-being of our members.Use rapid prototyping methodology to create member experience solutions up to proof-of-concept stage, and then collaborate with internal stakeholders to build solutions to launch-ready stage.Support center of excellence creation and influence mid-to-long-term product and digital roadmaps aligned to Corporate strategy and strategic value propositions.Drive and/or participate in initiatives across the organization related to member engagement strategies, using best practices from human-centered design, design thinking, behavioral economics, and other disciplines to respond to member problems, needs, and goals and improve net promoter score.Support the development of member-centric metrics and reporting to assess the success of new solutions.Monitor trends and developments in the field of design (e.g. Experience Design, Interaction Design, Service Design) and drive action on emerging opportunities with peers and leaders.Provide thought leadership and develop partnerships with organizations in this space.Partner with key internal stakeholders to develop and utilize complementary internal ecosystem process maps for key member journeys.Lead, coordinate, and manage design and iteration cycles with internal stakeholders and external suppliers as required to secure creative, UX, digital, and technology expertise necessary for the design process.Company informationFor years Canadians have been told by their financial institutions that they can achieve their dreams. But for a lot of us, the things we’re dreaming about shouldn’t be dreams at all. We just want to be able to afford a house and make it a home. Fix that car that needs fixing. Or just have a little extra at the end of the month. That’s why at Coast Capital, we’re helping our members achieve their real goals - the ones that matter right now. Because if it matters to you, it matters to us. Real advice, for real people, from real people, so you can live the real life you want. At Coast Capital, we’re not dreaming of a better future, we’re building one. It’s what we’ve been doing for over 80 years, and it’s why today we stand almost 600,000 members strong. Plus, we invest 10% of our budgeted profits into our community—almost $90M since 2000 alone—because when our members do well, our communities should do well. So if you’re looking to do traditional work with a traditional bank, we’re probably not for you. But if you want to roll up your sleeves and play an active role in building a better future for our members and our communities, we think you’ll really like it here.Insurance, Financial Services, Banking, Investment Banking, Credit UnionPrivately HeldSurrey, BCCompany Specialties:Financial Services, Banking, and Credit Union
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