Servus Credit Union
Head of eCommerce ► User Experience ♦ Mobile Apps ♦ UI Testing ♦ Digital Marketing
March 2015 — Present
Servus Credit Union is a member-owned, community-based financial institution based in Edmonton, Alberta and is the 3rd largest credit union in Canada as well as the largest credit union in Alberta. Servus serves nearly 390,000 members from over 100 locations across the province in 62 communities across Alberta and has $12.2 billion in assets (2012) under administration. ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬
Currently responsible for establishing & directing all eCommerce channels which include mobile website, user experience, on-line & mobile banking, telephone / IVR, SMS, Email, eCommerce, digital marketing, digital & surface media, and next generation digital banking services.
★ Developed three year e-Commerce strategic plan in conjunction with seven members cross functional advisory group.
★ Consolidated login process for online and mobile banking platforms growing digital banking transactions from 21% - 46% of total transnational volume in 3 months.
★ Created cross platform digital performance dashboard to measure, cost per acquisition, lead conversion, UX kpis and SEO metrics.
★ Launched digital persona research to obtain user experience insights for prioritization of online banking enhancements and identification of new service offerings.
Skills: E-commerce, Digital Strategy, User Experience, Usability Testing, Email, Television, Radio, Print, Merchandising, Brand Management, Customer Acquisition, Lead Generation, CRM & Database Marketing, Mobile Commerce, Mobile Marketing, Restructuring, Team Building, Leadership, Integrated Acquisition & Retention Strategy, Financial Services, SEM, SEO, Omnichannel Marketing