Digital Journey Manager (Colleagues)

Digital Journey Manager (Colleagues)

Nova Scotia

Are you ready for a new career journey at Nova Scotia's largest credit union? Join our dedicated team at East Coast Credit Union, where commitment to community, member satisfaction, and financial excellence are the foundation of everything we do.

East Coast Credit Union is a community-driven financial institution committed to a better banking model. A credit union is like a bank in many ways, but with cooperative ownership and special focus on people, not profits. We redefine the definition of local and bring Nova Scotians from many regions together with honest lending, savings, and investment products. Be part of an organization committed to fostering growth and empowering individuals on our team and in our East Coast community.

Reporting to the Director, Enterprise Digital Excellence, the Digital Journey Manager (Colleagues) leads the design and improvement of the colleague digital experience across the credit union. Working across business and technology teams, this role identifies opportunities to simplify processes, improve efficiency, and enhance the tools and systems colleagues use every day. Through journey management, automation, AI, and continuous improvement, the Digital Journey Manager delivers innovative solutions that strengthen colleague effectiveness, support exceptional member service, and advance organizational goals.

We offer…

• Outstanding culture and opportunity to join an engaged and community-focused team.
• Competitive compensation to commensurate with experience ($91,019.11 – 109,160.63) and benefits with performance-based incentives.
• Generous benefit package including a Flexible Health and Dental Plan (paid 100% by employer) and up to 9% contribution with employer match in the Defined Contribution Pension Plan.
• Tuition reimbursement, training, and personal development.
• Additional employee perks include but not limited to annual wellness credit; reduced rates on employee loans/mortgages and paid volunteer time.

You would…

• Define and manage prioritized colleague digital journeys (e.g., onboarding, service resolution, lending fulfillment, product enablement, case handling, internal escalations).
• Create and maintain journey maps (current and future state).
• Act as journey owner across business units and technology partners.
• Collaborate with inter-departmental colleagues to understand, document, and enhance key digital journeys for our internal teams.
• Lead discovery workshops and design sessions with internal teams across the organization.
• Identify friction points, duplication, and system inefficiencies.
• Ensure digital tools support intuitive and consistent colleague experiences in collaboration with Digital Performance & Readiness team.
• Act as a subject matter expert for digital journey solution applications such as Docusign, ASAPP, etc.
• Define journey KPIs (e.g., colleague effort score, task time, straight-through processing, error rates, adoption).
• Develop dashboards that provide visibility into journey health.
• Support change impact assessments for journey transformation initiatives, Process Improvements, and priorities within the project roadmap.
• Use employee feedback and insight to design better, simpler, and more effective workplace experiences.
• Partner with AI, API & Automation and Enterprise Process Excellence teams to prioritize use cases.
• Ensure new digital capabilities solve meaningful colleague pain points.
• Partner with Digital Performance & Readiness to test and validate solutions.

You have…

• Successfully completed a post-secondary degree in Business, Technology, Digital Transformation or Engineering.
• 7+ years’ experience in digital experience, journey management, UX/UI, or customer experience management, preferably within Financial Services. or an equivalent combination of education and experience.

You are…

• Experienced in leading cross-functional initiatives and driving digital transformation.
• Analytical, with the ability to use data and insights to improve experiences and outcomes.
• Experienced in product management, change management, or process improvement; related certifications or training are considered an asset.
• Bilingual; proficiency in both official languages is considered an asset.

Applications will be accepted until: November 2, 2026.

Please note that all offers of employment are conditional upon the acceptance of an Individual Fidelity Bond Application which includes a criminal check and a credit check.

Don’t meet every single requirement? At East Coast Credit Union, we believe everyone has potential. If you are excited about this career opportunity and your experience may not perfectly align with every qualification in this job posting, we still encourage you to apply. You may be just the right candidate for this role or other opportunities we may have.

We wish to thank applicants in advance; only candidates selected for an interview will be contacted.

Please click the link below to apply for this or any of our other opportunities:

Careers - About Us | East Coast Credit Union (eastcoastcu.ca)

At East Coast Credit Union, we are passionate about creating a diverse, equitable, and inclusive workplace and believe a diversity of perspectives, experiences and backgrounds benefit our employees, our members, and our communities.

East Coast Credit Union is committed to providing access, equal opportunity, and accommodation for individuals with disabilities. To request accommodation, please contact Human Resources by email at [email protected] or by phone at 902.464.7107