Lead Meridian’s member relations and NPS programs using complaint resolution, privacy oversight, and data-driven experience insights. This is a hybrid role with office time in Toronto or St. Catharines.

As Senior Manager, you will lead enterprise approaches to escalated member concerns, complaint resolution, Net Promoter Score, and Voice of Member insights. You will oversee complex investigations, privacy incidents, access-to-information requests, and pricing exception governance. The role partners with Legal, Risk, Compliance, business leaders, regulators, and governance forums to strengthen controls and improve outcomes.

Key Responsibilities:

- Lead enterprise complaint escalation and complex member matter resolution
- Oversee NPS, Voice of Member analysis, reporting, and action planning




- Fulfill Member Relations Officer and Deputy Privacy Officer accountabilities
- Govern escalated pricing exceptions with documented, authorized decisions
- Lead a responsive team through coaching and continuous improvement

Requirements:

- Eight or more years of progressive financial services experience
- Three or more years of people leadership experience
- Knowledge of complaint management, privacy, market conduct, and fair treatment
- Experience managing complex investigations and regulatory escalations
- Undergraduate degree or equivalent education and experience

Bring complaint leadership, privacy expertise, NPS analysis, and sound judgement to Meridian’s member experience agenda.

📌 Senior Manager Member Relations NPS (St. Catharines)
🏢 Meridian Credit Union
📍 St. Catharines