Job Description

Join Servus Credit Union

-

Canada's Largest Credit Union!

We are hiring for a Full-Time

Director, Reputation and Member Engagement

to join our

Communications

Team!

Posting closes:

December 3, 2025 or until a suitable candidate is found

Employment Status:

Full-time, 37.5 hours per week.

Additional Information:

This role is Remote-First, however occasional evening or weekend work may be required to meet business needs, support special projects or contribute to crisis or issues management. Travel within Alberta, and occasional in-office attendance in Edmonton or Calgary, will be required.



At

Servus Credit Union

, we do things differently--because we're a credit union, not a bank. And that difference matters.



We believe in putting

people before profits

, which is why our members are also our owners. Every dollar we earn is reinvested into the things that matter most:

our members, our employees, and our communities

. Whether it's through profit sharing, competitive rates, or local initiatives that make a real impact, we're here to help Albertans feel good about their money.



We're looking for passionate, values-driven people to join our team. We welcome individuals from all backgrounds who are aligned with our values and are eager to contribute in meaningful ways. If you're excited to grow your career with a team that's innovative, hardworking, collaborative and deeply rooted in community,

we want to meet you

.

Join Servus and discover a better way to work.

Reporting to the Head of Communications, the Director of Reputation and Member Engagement (RME) is a member of the Communications Leadership Team which is jointly responsible for the development and measurable attainment of Servus's overarching communications strategy. The role is directly accountable for connecting organizational and departmental strategy to meaningful work for the team, and for delivering the communications outcomes and results required of a modern credit union.



In this role, the incumbent helps shape the institution's external voice and positioning, enabling Servus to stand out in a brand-aligned manner within a competitive market space. This role is responsible for managing the organization's reputation with external stakeholders and for external storytelling efforts to ensure Servus is a key and differentiated financial voice in the Alberta and Canadian context.



With a broad reach across the organization, this role provides communications counsel to executives and leaders while acting as mentor and coach for a team of direct reports. With a "members first" mentality, this role contributes to a strong focus on enterprise collaboration, alignment and integration across all aspects of our business - while demonstrating and championing Servus values within the team. As part of this, the incumbent challenges and pivots their team to capitalize on opportunities to support the collective best interest of the organization and achieve excellence. The incumbent uses their enterprise knowledge to influence, set priorities, and deliver measurable organizational outcomes by collaborating with others and making tough business decisions.

What You'll be Doing:

This leader embraces Servus's values and behaviours to inspire others. They create a team of empowered employees that share an organizational vision, and they develop team capabilities and skills, manage team priorities, drive change processes and remove obstacles that impede success.


Participate as a key member of the Communications Leadership Team, championing and contributing to the development, evaluation and continual improvement of Servus's overarching communications strategy. Oversee the planning, execution and evaluation of all Reputation and Member Engagement strategies including: + Servus's Storytelling strategy, which cements Servus as a key and differentiated voice within the financial services landscape.
+ Media relations, ensuring Servus maintains a positive reputation in the media while also proactively leveraging media as a channel for sharing the Servus story. This includes earned and paid media opportunities.
+ Public relations, ensuring Servus builds and maintains positive relationships with key external stakeholders.
+ Social media, ensuring efficacy and growth of Servus's social media channels with oversight of strategy and implementation, including community management and digital ambassadors components.
+ Crisis communications planning and response, including maintaining a proactive crisis communications plan/program and participating as a member of Servus's Business Continuity Program as the Communications Lead.
+ Member Communications and Engagement, ensuring organization-wide member communications are strategic, coordinated, brand aligned and serve to delight and build member affinity.
Participate as a key member of the Communications Leadership Team to collaboratively develop and manage the department budget and resources. Manage all aspects of the Reputation and Member Engagement communications budget. Actively participate in division leadership activities and decisions, including hiring of personnel, purchasing decisions, and process improvements. Provide leadership, coaching and mentoring to a team of direct reports which includes functional leads and individual contributors. Includes performance planning, management and evaluation and career development. Enhance the effectiveness and efficiency of the team by building their capability, supporting and implementing new tools, programs and processes. Develop and provide clarity in the interpretation and implementation of policies and procedures. Accept and successfully execute change while supporting and inspiring employees through the process and keeping them focused on business priorities. Protect and proactively build Servus's reputation as a trusted financial institution. Develop and ensure efficacy of external communications channels. Oversee Servus's external corporate narratives, positioning, messaging and tone of voice. Ensure members and Albertans are informed with respect to corporate activities and performance, community involvement and financials. Oversee corporate issues management including proactively identifying and mitigating reputational risks. Champion communications best-practice, data-driven decision making and appropriate measurement across the department. Oversee collaboration between the Communications and Marketing departments to ensure communications are effective and aligned with Servus's brand and tone-of-voice. Ensure alignment between external communications and government relations efforts, supporting the latter as necessary. Manage relationships with external vendors to ensure the department has access to the necessary external skills and resources.

What you Bring:

Experience and Education:


Bachelor's degree or diploma in communications, public relations, marketing/communications or journalism. Membership in IABC or CPRS preferred. 10+ years of external communications experience including development and oversight of communications strategy. 5+ years of people leadership experience with a focus on developing high-performing teams, cultivating a culture of excellence and achieving operational efficiency. 10+ years of direct experience with public and media relations. 10+ years of direct experience planning and responding to issues and crises is required. 5+ years of experience with social media. 5+ years of experience leading large/complex and high-profile communications projects, programs and initiatives is required. 3+ years of experience with member relations. Brand management experience is required. Experience managing large-scale change is required. Familiarity with government relations and lobbying is an asset. Experience working in a cooperative/member-based organization is an asset. Experience with the Agile methodology is an asset.

Licenses and Certifications:


IABC certification or accreditation and/or CPRS accreditation is preferred.*

Why Servus?

Working for Servus has outstanding benefits. In addition to standard benefits like health and wellness, vacation and retirement savings programs, we also provide other important benefits such as:


Competitive compensation including performance-based incentive pay and profit share Training & Development Opportunities Career Advancement Potential Flexible work options Meaningful work towards individual and corporate goals Opportunities to get involved and give back through an employee volunteer program

At Servus, our employees are also members. This means you'll have all the benefits of being a member of the credit union including profit sharing, voting for the board of directors, and all of the financial services we provide...with a few additional perks!

What happens next?

We thank all applicants for their interest. Please note applications will only be accepted online and only those applicants under consideration will be contacted.



At Servus Credit Union, we believe in being purposefully cooperative and working together to create a culture of Belonging for everyone. We are committed to an inclusive, equitable, and accessible workplace where everyone is valued, respected, and supported. We encourage applications from individuals of all backgrounds, and accommodations are available during every stage of the hiring process upon request. Your skills, passion and curiosity may find they belong at Servus, so even if you don't check every box, we encourage you to apply!

Employment Eligibility: The selected candidate(s) must successfully pass a criminal background check, reference check and credit check to qualify for hire by Servus Credit Union.

Qualified applicants are invited to apply online.

We thank all applicants for their interest. Please note applications will only be accepted online and only those applicants under consideration will be contacted.



#indh