Member and Student Experience Engagement and

**An Opportunity To Champion, Optimize and Improve**

**CPA Ontario’s Member and Student Engagement and Programs**

CPA Ontario is currently in search of a **Member and Student Experience Engagement and Programs Manager **who will champion a member-centric culture across our organization. Through and supporting member and student programs, you will drive member and student engagement which includes the Affinity/Member Benefit strategy and programs, province-wide regional association chapters and member job boards.

Reporting to the Director, Member and Student Experience, you will support the Net Promoter Score (NPS) program, continuously look for ways to improve the member and student experience across journeys and be the voice of our members and students. As a key member of the team you will also manage key partner relationships, assess and evolve the current benefits offering and create and launch new premium benefit offerings that will grow and support the Member and Student Assistance Program.

**What You’ll Be Doing**:
**Supporting execution of the NPS program** with key internal and external partners which includes coordinating with the program vendor. You will be responsible for compiling inner and outer loop survey feedback and action plans with internal teams, mining and understanding feedback to identify opportunities for improving the member and student experience, assessing verbatim commentary, and preparing Executive Steering Committee presentations.

**Continuously seeking ways to optimize and improve Member and Student programs and offerings** which includes the Affinity/Insurance strategy, the job board digital platform (e.g., managing a large budget, marketing campaigns, communication strategy, vendor relations, etc.), the Tax Program, and the Assistance program.

**Collaborating with** internal partners (Marketing, Communication, Digital, etc), Regional association Presidents across Ontario and third-party providers to organize member events, highlight program benefits and create and launch new premium benefit offerings.

**Partnering with stakeholders** to champion member and student-centricity in benefit programs and consolidating informal and formal feedback programs.

**Working together with third-party service providers** to ensure survey data, feedback system and reporting/dashboards are captured accurately and structured in a meaningful manner.

**Analyzing and synthesizing data** to determine areas of focus and opportunity.

**Staying current with** new “experience” trends, best practices, and technologies.

**Who You Are**:
A post-secondary graduate with minimum 3 years of related work experience in program management including managing feedback programs such as Net Promoter Score, Customer Effort Score, and/or other customer satisfaction programs. Previous experience working for a professional services organization, accounting firm, or not-for-profit is an asset.

Digitally fluent with MS Word, Excel (advanced) and Powerpoint. Experience with Salesforce CRM and Marketing Cloud is preferred.

Extremely organized with proven time management skills, as well as a proven ability to plan, multi-task, prioritize, problem solve and implement and execute projects in a fast-paced environment with competing deadlines.

A strong communicator (verbally and written) with excellent interpersonal, presentation, relationship building, customer service and negotiating skills.

An entrepreneurial spirit with a strong business acumen who can quickly grasp complex business issues.

Comfortable understanding, organizing, and interpreting data with a proven ability to transform the data into actionable insights.

A critical thinker with strong reasoning and analytical skills; demonstrated ability to structure thinking into a logical flow and sequence that’s easy for others to understand.

**What We Offer**:
**A fast-paced environment.** Collaboration, innovation and passionate professionals are at our core. We relentlessly pursue what’s next to unlock the full potential of you and us together.

**Flexible work environments. **As part of our Hybrid work culture, we provide flexible, remote work options to support you in your career, in addition to in-office teamwork and collaboration.

**Diversity and inclusion.** We recognize the value in our differences and prioritize inclusivity to bring together the best talent to protect the public, advance the profession and enable CPAs to lead business and society forward.

**Ongoing learning and career growth.** We want your career to skyrocket. We support unlimited career advancement and professional development opportunities with learning investments to promote your future growth. Thrive with us.

**Focus on your well-being. **With industry leading benefits and wellness programs, including a healthy lifestyle allowance, mental health resources and more, we’re committed to your well-being.

**Who We Are**:
We protect the public. We advance the pr