Member Insight Manager

Beem Credit Union: Banking for every journey

Beem is redefining what it means to be a credit union. With 80 years of cooperative history and a bold vision for the future weve united to create a financial partner that offers both digital ease and people-first service.

Our mission is clear:financial wellness for all.We help British Columbians achieve their goals through personalized advice innovative technology and genuine human connection.

As one of BCs largest credit unions we serve over200000 membersacross66 brancheswith$18 billion in assets under administration.

If youre passionate about making a difference and want to join a team that values collaboration innovation and purpose join us on the journey.

Learn more:

What this role is all about:

Sitting within the Analytics CoE the Member Insight Manager will lead the evolution of Beems qualitative insight capability and help create a more complete understanding of our members; connecting what they do with why they do it what they experience and what they need. That understanding informs strategic planning product development segmentation and member experience decisions and supports executive decision-making and enterprise priorities.

This is an opportunity to move beyond a traditional project-based research model and build a connected proactive insight capability. The role will bring together research and ongoing member listening make existing insight more accessible and reusable and progressively connect qualitative insight with Beems quantitative analytics and member data. It will also continue to run Beems established member measurement programs and keep research aligned to enterprise planning cycles.

The role will build internal research capability lay the foundations for an organizational insight base and help make sure member understanding is consistently turned into better business decisions priorities and outcomes.

This role is open to a hybrid working arrangement. While we will accept applications from elsewhere in Canada we anticipate filling this role with a candidate located in British Columbia.

What youll do:

Lead Beems Qualitative Insight Capability and Strategy

• Lead Beems qualitative insight capability within the Analytics CoE shifting from individual research projects toward an accumulating reusable body of insight
• Design and maintain an enterprise research roadmap aligned to strategic pillars and emerging market dynamics
• Prioritize research initiatives based on business impact strategic relevance and organizational needs
• Ensure research outputs are decision-oriented timely and aligned to enterprise planning cycles

Build and Manage the Organizational Insight Base

• Work toward a searchable reusable insight base by bringing existing research member listening and other qualitative sources together
• Establish and maintain a consistent taxonomy for tagging and retrieving qualitative evidence
• Draw on ongoing member listening (such as NPS complaints and contact centre and digital feedback) alongside formal research and identify themes patterns and emerging signals across sources
• Share research insights across the organization to build institutional awareness of member and market trends
• Own and evolve the Executive Insights channel so it draws increasingly on Beems own member insight alongside external context
• Help assess existing technology capabilities and define the business requirements for technology that could store search and connect qualitative insight (for example experience management and voice-of-member platforms such as Qualtrics and CRM) working with Analytics Data and Technology as the capability matures

Member & Market Intelligence

• Lead retail and business member measurement programs and other qualitative and quantitative research initiatives.
• Produce concise research briefs highlighting market trends member behaviors competitive positioning and economic signals.
• Translate qualitative evidence and findingsinto clear implications for Beem and recommended actions
• Maintain ongoing awareness of industry regulatory and macroeconomic developments

Integrate Qualitative and Quantitative Insight

• Partner with Strategy Analytics Product Marketing and Innovation teams to support business cases segmentation validation and growth initiatives
• Partner closely with Analytics and Data to combine qualitative insight with quantitative evidence connecting what members say and experience with what Beem knows about their segments behaviours and outcomes
• Work with Analytics to translate the combined picture on priority business questions into clear recommendations for senior stakeholders. The initial focus is a small number of priority questions with the scope expected to grow as the CoE matures
• Provide research input to Executive and Board planning forums as required
• Contribute qualitative expertise to broader Analytics CoE priorities and strategic business questions

Improve Insight Intake and Research Discipline

• Using the Analytics CoEs intake process start with the business decision or outcome to be informed and check what Beem already knows qualitative and quantitative before commissioning new research
• Challenge requests where existing evidence can answer the question or where new insight would not change the decision

Build Internal Research Capability and Manage Partners

• Manage relationships with external research partners and ensure quality methodological rigor and value for spend
• Build toward internal capability to lead or oversee primary member research choosing methods to fit the business question and using external partners where specialist methodology independence scale or capacity adds value
• Make sure insight from external partners becomes part of Beems organizational insight base instead of staying within an individual project

What youll bring:

• Bachelors degree in Business Economics Statistics Social Sciences or related field; Masters degree preferred.
• 8 years of progressive experience in market research member/customer insight or an integrated insight function including experience establishing or leading an insight capability.
• Demonstrated experience designing and leading quantitative and qualitative research programs in complex organizations.
• Strong grounding in primary research methods (such as interviews focus groups and surveys) with the judgment to choose the right method for the question being asked
• Experience synthesizing evidence from multiple sources into clear insights and translating them into recommendations for senior business stakeholders with strong written verbal and visual storytelling
• Enough quantitative and analytical fluency to work effectively alongside analytics and data science teams
• Strong commercial and organizational judgment with the confidence to challenge the question being asked rather than simply run a research request
• Experience managing external research vendors and research budgets.
• Experience with insight taxonomies XM/VoC platforms (such as Qualtrics) and CRM environments (such as Microsoft Dynamics) preferred
• Understanding of customer listening programs and the use of ongoing interaction data alongside formal research

Particularly Valuable

• Experience within financial services or another complex customer environment
• Experience bringing externally delivered primary research capability in-house
• Experience linking qualitative research with segmentation and member behaviour data (such as transactions product holdings and channel use)
• Experience establishing or materially evolving an insight capability rather than solely operating within an established research function

Total Rewards:

Our total rewards approach reflects Beems values celebrating success investing in your growth and supporting you at work and in life.

At Beem we are BOLD and Always Welcoming and our values are at the forefront of everything we do!

• Build Together: You are a team player who thrives on collaboration sparks ideas and fosters inclusivity.
• Own It: You are ready to take charge drive change and deliver outstanding results.
• Lead with Agility: You are a dynamic adaptable thinker who thrives on challenge and innovation.
• Driven by Curiosity: You are eager to explore learn and shape the future.

Ready to join

Visit us at learn more about whatitslike to work for Beem Credit Union!Wesincerely thankall applicants for their interest; however only shortlisted candidates will be contacted for an interview.

We at Beem Credit Union are committed to ensuring inclusive employment practices and an accessible business environment for our employees. We do not discriminate based on any protected attribute covered by the Human Rights Code and encourage allqualiïedcandidates to apply. We are committed to a fair andequitablehiring process for all candidates. All applications are reviewed by a member of our team.

Beem Credit Union serves communities across many traditional Territories and Treaty areas in British Columbia. We are grateful to live and work on this land and are committed to reconciliation decolonization and building strong connected relationships.

Required Experience:

Manager