Posted 10 days ago
Director, Member Experience
@ Provincial Credit Union
Prince Edward Island
Overview
Provincial Credit Union is hiring a Director, Member Experience at any branch location in PEI. The role leads the member experience strategy, service standards and priority member journeys across branch, telephone and digital channels. Salary range is $116,549 to $137,116, with bonus opportunity and benefits.
Responsibilities:
- Lead member experience strategy and priority member journeys
- Set service standards reflecting PCU's IMPACT values
- Coordinate consistency across branch, telephone and digital channels
- Use member feedback and performance data to find service gaps
- Partner with leaders to embed service excellence in operations
Requirements summary:
- Post-secondary education or equivalent experience
- Significant leadership experience in financial services or customer experience
- Experience leading cross-functional service initiatives
- Experience using member feedback and performance measures
- Journey mapping or process improvement experience an asset
Tools & skills
Benefits mentioned
Source and dates
Employer career site / ATS feed · bamboohr
- Employer posting date
- 2026-10-27
- First seen by our source
- 2026-10-29
- Source record updated
- 2026-10-29
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Director |
| Department | Business operations |
| Manages people | Yes |
| Work setting | Office, Client sites |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Background checks | criminal record, credit |
| Education | College diploma (preferred), Bachelor’s degree (preferred) |
| Fields of study | Business, Management, Marketing, Service design |
| Perks mentioned | Generous paid time off, Retirement plan, Tuition support, Performance bonus, Wellness, Paid training, Home office allowance |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Provincial Credit Union
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
The financial institution of choice for over 35,000 members across PEI.
Full company description
Provincial Credit Union is the largest Credit Union in Atlantic Canada with $1.2 billion in assets and serving over 35,000 members in 10 branch locations across PEI.
- LinkedIn followers
- 1,108
- People associated on LinkedIn
- 110
- Reported office locations
- 281 University Ave, Charlottetown, Prince Edward Island C1A 4M3, CA
- 512 Main St, O’Leary, Prince Edward Island C0B 1V0, CA
- 873 Canada Rd., Tyne Valley, Prince Edward Island C0B 2C0, CA
- 566 Main St, Alberton, Prince Edward Island C0B 1B0, CA
- 284 Business St, Tignish, Prince Edward Island C0B 2B0, CA
- 1 Commercial St, Kensington, Prince Edward Island C0B 1M0, CA
- 7201 Main St., North Rustico, PE C0A 1X0, CA
- 10 Kinlock Rd, Stratford, Prince Edward Island C1B 1R1, CA
- 524 Main St, Montague, Prince Edward Island C0A 1R0, CA
- 37 Mill Rd., Wellington, PE C0B 2C0, CA
- Business categories
- Banking
- Lending
- Financial Services
- Other recorded names
- Provincial Credit Union
- Profile identifies a recruitment agency
- No
- Reported total investment
- 0
Currency and observation date were not supplied; this is not a current valuation or a funding round.
Provincial Credit Union is the largest Credit Union in Atlantic Canada with $1.2 billion in assets and serving over 35,000 members in 10 branch locations across PEI.
| Field | Value |
|---|---|
| Industry | Financial Services |
| Company size | 51-200 employees |
| Headquarters | Charlottetown, Prince Edward Island |
| Organization type | Privately Held |
| Open jobs on Jobsy | 18 |
| View page |
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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