Director, Member Experience

CPA Ontario is not like other organizations
We operate at a rare intersection, both regulator and membership body, responsible for upholding the integrity of the CPA designation while supporting more than 105,000 members and 19,000 students across the province. Our work sits between business and the public interest, between the evolving demands of industry and the standards that make trust possible.

Careers built here tend to look different because the work itself is different. You are not simply contributing to an organization. You are helping shape a profession that touches nearly every sector of the economy at a moment when expectations, technology, and the nature of work are all being rewritten.

About This Opportunity
We are seeking a dynamic and strategic leader to serve as the Director of Member Experience. This role is responsible for developing and managing programs that engage and support our organization’s member communities, fostering meaningful connections, and enhancing member value. The ideal candidate will have experience in community engagement, membership growth, and digital platform development, with strong leadership and interpersonal skills to collaborate with key members, internal stakeholders and external partners.

Please note: This is a 12-month contract

To Be Successful You’ll Need

• A CPA designation is preferred, so you can really understand your audience.
• A minimum of 7 years of experience leading large scale internal or external customer/client initiatives with proven results. ideally with a track record of large-scale customer engagement.
• 3+ years managing a high performing team; coaching for culture and belonging.
• A curious mind and the ability to identify emerging trends that are interesting to our members. Ideally this comes with previous research experience.
• Analytical experience and the ability to make strategic decisions-based data.
• Previous experience developing and hosting events, both in-person and virtually.
• Salesforce experience is preferred.
• You are experienced at building customer and/or member engagement strategies through outreach, technology and change management.
• Exceptional collaboration and stakeholder management experience.

What You’ll Be Doing

• Grow and evolve our Communities of Interest program: Partner across the organization to increase member engagement by identifying new community opportunities, aligning value-added CPA Ontario programs, and delivering compelling communications, events, peer-to-peer experiences, and digital engagement platforms.
• Engage and support community leaders and members: Build meaningful relationships with community leaders, regional associations, and members to develop relevant events, speaking opportunities, feedback channels, and strategic partnerships. Serve as the primary liaison, ensuring member insights inform organizational priorities.
• Develop a data-driven community growth strategy: Leverage member insights, engagement metrics, and KPIs to create a strategic roadmap that expands and strengthens member segments, including small and medium practitioners and emerging CPAs.
• Design and optimize the member experience: Map end-to-end member journeys, identify key moments that matter, and develop audience personas to deliver personalized, relevant experiences. Use data and member feedback to drive continuous improvement while ensuring alignment with regulatory requirements and brand standards.
• Advance member engagement through innovation: Evaluate and implement emerging technologies, tools, and partnerships that enhance member experiences, support engagement objectives, and drive measurable improvements in satisfaction and Net Promoter Scores (NPS).

Why Join CPA Ontario?

• We support your well-being through industry-leading benefits, mental health resources, savings programs, and a sustainable approach to how work gets done.
• We are committed to inclusion as a core part of how we operate, not as an afterthought.
• We have a hybrid working environment, with three days a week on-site - Tuesday, Wednesday and Thursday - complemented by 2 days of remote work. We are intentional about that: the work we do benefits from being together. We want those days you work from home to be comfortable and offer a one-time bonus towards a home office when you start.
• We invest in your growth through learning and professional development opportunities, stretch projects, secondments, and genuine paths for career progression.
• We move quickly. The pace reflects the profession we serve; it can be demanding, but the work matters, and the team around you is invested in the same outcomes you have.