The Canadian Credit Union Association (CCUA) is the national trade association for the Canadian credit union industry. Canada's credit unions are vital competitors in the financial services industry. As the national voice and national forum for Canada's credit unions, CCUA actively leads and participates in initiatives to build successful, competitive, and growing credit unions in Canada. Our team of experts is called on to provide support to our members through strong advocacy, expert research, and the provision of value-added services. To achieve this, we hire talented and driven individuals interested in working in a dynamic part of the Canadian financial services industry. We are currently hiring for a Member Engagement Lead. The Member Engagement Lead plays a crucial role in strengthening the relationship between CCUA and its member credit unions. This position is responsible for implementing a comprehensive engagement strategy that highlights CCUA's value, improves member retention, and ensures a positive member experience with measurable benefits. The role involves collaboration with the Vice President of Communications & Member Engagement, the executive team, and other frontline teams to design and deliver initiatives, programs, and tools that deepen relationships, enhance member satisfaction, capture member feedback, and elevate CCUA's national profile as the trusted voice of credit unions. KEY RESPONSIBILITIES Deliverables and Main Supporting Activities:

CCUA Member Engagement Strategy Under the guidance of the VP, Communications & Member Engagement, assist in designing and implementing a member engagement strategy aimed at maintaining high levels of member satisfaction and ensuring member retention. Scorecards: • Collect, analyze and interpret all relevant internal data related to member engagement to assess the effectiveness of programs, communications, and events. • Collaborate closely with the Data Team to develop the content for the Association's Member Engagement Reports, which measure each credit union's overall engagement with the Association. • Ensure that pertinent information is communicated effectively to members, upon request. • Continuously evaluate the most effective communication channels to engage with members. • Arrange meetings between credit union CEOs and executive leadership teams, as well as between credit union CEOs and management teams. • Keep track of follow-up items and record meeting notes to maintain a historical record of all conducted meetings. • Create and implement a yearly meeting schedule to ensure consistent engagement with all members. Sector Meetings and Events: • Track all sector meetings and events to determine which ones would be most beneficial for CCUA to attend or present at to raise awareness and highlight key areas of importance. • Plan for the CCUA CEO and/or executives to present at sector meetings or organize CCUA-specific meetings that vary by region across the country. • Assist in the development of presentations to be delivered at each meeting. • Coordinate member relations activities at various conferences and events. This includes helping members identify relevant content and collaborating with all departments to showcase how CCUA can utilize its expertise to benefit its members.
CCUA Conferences and Forums In collaboration with the events team, support CCUA conferences and forums, including the national conference, financial forum, regulatory forum, and Hike the Hill, to ensure that the relevant and timely priorities of credit unions are prominently featured in these efforts. • Steering the design and development of event programs and session agendas to ensure alignment with sector priorities. • Capturing and synthesizing key outcomes, insights, and action items from events and meetings to inform follow-up and strategic planning. • Overseeing coordination with panellists and presenters, ensuring content quality, relevance, and alignment with event objectives.
Member Engagement Survey(s) Under the direction of the VP of Communications and Member Engagement, manage the annual member engagement survey and reports. Work with CCUA’s Advocacy and Education teams to gather member feedback on operational needs, ensuring that data collection efforts are well-coordinated and aligned with the overall member engagement strategy. • Collaborate with survey partners (MQO) and CCUA's Communications Team to develop the survey questions and distribution lists. • Present the survey results and reports to the VP, who will then share them with the CEO, Executive Leadership Team, and Board. • Develop strategies and plans to address any issues raised in the survey. • Ensure that the survey aligns with CCUA's current strategies and services. • Identify emerging engagement trends, analyze feedback, and adjust initiatives to align with evolving member needs when necessary.
Committees and Working Groups Partners with CCUA's internal working groups and committee leads to align initiatives with organizational objectives and sector priorities, including assessing and measuring effectiveness, relevance and impact. • Ensure consistent communication with members on key initiatives of CCUA’s working groups and committees. • Monitor and report on the workings of CCUA's groups and committees, including their terms of reference and participation. • Practices and builds common capability in member relations across the credit union sector.
General Inquiries The role involves managing CCUA’s General Inquiries Mailbox and effectively communicating with both members and non-members to ensure that their issues are resolved promptly and appropriately. • Responsibilities include triaging and responding to emails received in the general mailbox and returning calls left in the general voicemail box within three business days. • If any critical issues or concerns cannot be addressed adequately, they should be escalated to the relevant team members, including the VP, Communications & Member Engagement. QUALIFICATIONS Education • Undergraduate degree in business or related fields Experience • 7-9 years of relevant experience in member or client engagement roles, with at least 3 years in planning and managing business and operational performance. This includes experience in designing and executing strategic engagement initiatives Qualifications, Certifications or Designations • Proficiency in Microsoft Office programs (Word, Excel and PowerPoint) • Strong presentation skills • Ability to think long-term and strategically • Strong project management skills • A strong understanding of the credit union sector and/or association services is a plus • Familiarity with data analytics tools is considered an asset Other Information: Working Conditions, Physical Requirements, or Other Special Requirements • This role primarily operates in a remote work environment, with occasional work performed in a traditional office setting. • Travel is required for national sector events and conferences. • No physical effort required beyond day-to-day movement such as sitting, standing, walking, etc. • Moderate audio / visual effort requirements. Repetitive tasks, some switching of concentrated attention between tasks, and limited capability to control the pace of work. Communication Internal: • All departments within CCUA
- to provide/receive information, typically of a factual nature
- to understand how our members engage with CCUA • Other departments rely on member engagement to be a repository of member information throughout the entire organization External: • Communicate with all members- answer questions from members and non-members- direct emails and phone calls, as well as from the “general inquiries” mailbox • Build relationships with members and understand their needs and how they would like to be communicated with The target start date for this role is Monday, January 12th, 2026. Position Details: Full-time, Permanent Salary Range: $76,900 - $101,200, based on a 35-hour work week. Salary for this position will be commensurate with the successful applicant’s education and/or experience as it relates to the position. Location: Remote-first, Flexible work location with access to some offices Closing Deadline: November 23rd, 2025 (11:59 PM ET)

We aim to foster an inclusive culture, where our differences are celebrated and viewed as the strength that drives our collective impact and success. Our goal is to honour and embrace our authentic stories and those of our members. At our core, we respect and appreciate diverse perspectives, and we are committed to upholding the true meaning of cooperative values, which are rooted in our mission to serve our members and advance our communities. We are committed to employment equity and encourage applications from qualified candidates. Recruitment-related accommodations for organizational positions will be provided upon request. We thank all applicants in advance; however, only those selected for an interview will be contacted.

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Member Engagement Lead