Lead Meridian’s member relations and NPS programs from St. Catharines, Ontario, applying complaint resolution and privacy expertise across the enterprise.

Reporting to the Director, Operational Excellence & Controls, this senior manager oversees escalated member concerns, complaint resolution, and Voice of Member insights. The role also fulfills Meridian’s Member Relations Officer and Deputy Privacy Officer accountabilities. Success depends on sound investigations, regulatory awareness, governance, data analysis, and clear communication with senior leaders and governance forums.

Key Responsibilities:

- Lead enterprise member concerns and complaint escalation programs
- Oversee complex investigations and pricing exception governance
- Direct NPS and Voice of Member reporting




- Identify systemic themes and recommend practical improvements
- Communicate risks and trends to governance audiences

Requirements:

- Experience leading complaint resolution and member relations programs
- Knowledge of privacy incident response and access requests
- Ability to analyze feedback and develop action plans
- Solid stakeholder communication and evidence-based reporting skills
- Capacity to lead engaged, inclusive, flexible teams

Bring complaint management, NPS insight, privacy oversight, and governance leadership to Meridian’s member experience priorities.

📌 Senior Manager Member Relations NPS (Toronto)
🏢 Meridian Credit Union
📍 Toronto