Member Experience Director

Description:

CPA Ontario is seeking a dynamic and visionary Director, Member Experience to lead and enhance the organization's member engagement strategy. This is a hybrid position based in the Greater Toronto Area, responsible for developing and executing a strategic, community-driven approach to deepen relationships across CPA Ontario's vast member base.

As the Director, you will be instrumental in identifying and leveraging opportunities to build active Communities of Interest, deliver personalized member experiences, and facilitate peer-to-peer collaboration. Your role will be central to transforming member interaction by harnessing data, digital technologies, and community feedback to create meaningful, measurable outcomes.

Key Responsibilities:

• Community Building: Expand CPA Ontario's Communities of Interest program by identifying new community segments, designing engaging experiences (events, content, networking), and enabling value-added peer collaboration.

• Member Liaison: Serve as the primary point of contact for regional associations and community leaders, fostering engagement through feedback tools, external partnerships, and events.

• Strategic Roadmap Creation: Build insight-driven engagement strategies, developing new channels and tools to engage key member segments including small/medium practitioners and emerging professionals.

• Technology Integration: Implement new digital tools and platforms to enhance the member experience; prioritize data-driven initiatives that improve Net Promoter Scores (NPS).

• Journey Mapping: Understand and map the end-to-end member and student experiences, focusing on “moments that matter” and regulatory touchpoints.

• Internal Collaboration: Partner with business units to deliver cohesive, value-aligned initiatives aligned with CPA Ontario’s multi-year engagement roadmap.

Candidate Profile:

Education & Credentials:

• Bachelor’s degree in Business or related field; CPA designation strongly preferred.

• 7–10 years of relevant experience in high-level customer/member engagement, with a proven track record of delivering impactful programs.

Skills & Attributes:

• Results-Oriented: Demonstrated ability to exceed objectives through data-informed decision-making and a proactive mindset.

• Leadership: Skilled in leading cross-functional initiatives and managing complex stakeholder environments.

• Resilience & Execution: Ability to deliver multiple initiatives on time, navigating challenges and maintaining momentum.

• Communication: Clear, concise communicator with the ability to translate complex ideas across various audiences.

• Relationship Management: Adept at generating buy-in, building strong partnerships, and representing the organization with professionalism.

• Integrity & Ethics: Committed to CPA Ontario’s values of trust, transparency, and public service.

Why Join CPA Ontario:

• Hybrid Work Model: Flexible environment that promotes collaboration and autonomy.

• Inclusive Culture: Strong focus on equity, diversity, and belonging.

• Career Advancement: Ongoing learning, leadership development, and promotional opportunities.

• Wellness Benefits: Competitive compensation, health benefits, mental health resources, and wellness allowances.

• Mission-Driven Organization: Contribute to the advancement of a globally respected accounting profession impacting business and society.