Why Meridian?
At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.
Factor us into your next career opportunity. We want you to grow with us and have an experience thatâs different. This is a place where you can expect the unexpected.
Find our story here: About Meridian
The role: 18 Month Contract
As a member of the Lifecycle Marketing team, the Senior Specialist, Lifecycle Marketing plays a critical role in Meridianâs future success by designing, building, and continuously optimizing targeted, automated journeys for Members and Prospects across the full lifecycle. This role is accountable for translating strategy into scalable, alwaysâon experiences that deliver timely, relevant, and personalized advice and communications in support of Meridianâs growth and Member experience objectives.
Working in an agile environment, the Senior Specialist partners closely with Marketing Strategists, Marketing Operations, Analytics, Information Technology, and Lines of Business to plan, map, govern, and execute lifecycle, product, and prospect journeys within Meridianâs CRM, Dynamics 365 for Marketing.
As an inâhouse subject matter expert, the Senior Specialist leverages Member data and insights to identify journey triggers, enable personalization, and drive continuous improvement through measurement, testing, and optimization across lifecycle segments - ensuring journeys are effective, compliant, and scalable.
Through a strong focus on Member outcomes and performance, the Senior Specialist, Lifecycle Marketing makes a meaningful contribution to Meridianâs growth by driving key member behaviors such as financial plan adoption, engagement, retention, and crossâsell, while acting as a steward of the overall journey experience across the marketing ecosystem.
Key responsibilities of the role include:
1. CRM Marketing Journey Development
- Automate – fully automate personalized Member journeys in the Dynamics 365 for Marketing application, through the build of communication workflows, program logic/triggers for automation and testing with cross-functional stakeholders.
- Analyze – Assess how data from integrated or non-integrated systems flows into CRM journeys, identifying dependencies, gaps, and limitations, and proactively recommending MVP or phased approaches to support the development and execution of designed journeys.
- Design – Create timely and relevant communication flows aligning to Member/prospect interactions, needs and expectations across Lifecycle, Product, and lead nurturing journeys.
- Optimize – Continually monitor and update programs as changes occur with Meridian’s content landscape as well as the external market and competitive market.
- Test – use test-and-learn scenarios, such as A/B testing, for new communication flows and strategies to increase user engagement and retention.
- Personalize – leverage data segmentation for targeted Member communication strategy which maximizes return on investment
- Collaborate – with partner groups including Marketing Analytics and Marketing Operations in the development of segments and assets for triggers and journey execution.
- Advise – Provide CRM project support and evolution of new features and functions, such as a preference centre as well as enabling new communications channels (SMS, Push notifications, etc.) by staying up to date on Microsoft Dynamics 365 releases and enhancements.
- Return on Investment (ROI) – build and develop journeys that help to accelerate marketing’s long term strategic plans through profitability. Ensure activities are in priority order and constantly socialize and update these journeys to ensure time and money are being spent properly
2. CRM Marketing Journey Management
- Gatekeep – act as the journey gatekeeper by ensuring the number of touchpoints for Members and Prospects across journeys is manageable by monitoring contact frequency through calendars, reporting, and coordination with partners.
- Troubleshoot – Identify, diagnose, and resolve issues within Dynamics 365 Marketing journeys during build and deployment, including data, logic, trigger, integration, and execution errors; partnering with Marketing Ops and cross‑functional teams as needed to ensure journeys launch and run as intended.
- Quality Assurance – execute pre and post deployment QA for CRM journeys using established checklists; provide hands‑on feedback to Marketing Ops to improve QA processes, reduce risk, and strengthen journey quality.
- Mitigate & Coordinate – work with the CRM Center of Excellence team to find, submit, and resolve bugs in Dynamics 365 to ensure a seamless journey experience
- Stakeholder Collaboration - foster cross-functional collaboration particularly with Enterprise Analytics & Data, Data Governance and Culture, Member Experience Services, and Sales - to streamline communication, gather data, define terms and conditions, and consolidate information from multiple platforms into a centralized source for segmentation and reporting
3. Performance Measurement
- Monitor – monitor key performance indicators to measure the success of Member/prospect journey initiatives. This could include review, assessment, and evaluation of all journey programs for impact, and optimization. This will drive desired Member behaviors and inform prioritization and reinvestment decisions
- Trend Analysis – Interpret Member/prospect data to identify journey triggers across lifecycle segments to drive desired Member behaviors.
- External Research – identify key business opportunities for growth by profiling journeys and assessing emerging needs through industry research and competitive analysis to help Marketing make the right decisions for the right Member at the right time
- Socialize – prepare and present regular reports on Member and prospect journey performance to senior management. Share insights and recommendations with stakeholders to inform future strategy.
- Audit & Optimize – continuously evaluate and refine reporting processes to ensure accuracy and relevancy of data.
4. Marketing Journey Strategy
- Senior Leadership – collaborate with the Manager and other leaders across Meridian to develop communication flows and execute personalized touchpoints by implementing proven strategies that enhance the Member experience.
- Communicate – Map out Member journeys for approvals as well as identify pain points and opportunities for improvement.
- Strategy and Planning - participates and/or manages some project/journey/campaign implementation including Agile framework oversight, timelines, budget management and cross-functional employee collaboration.
- Subject Matter Advocate – to create a seamless and positive experience for Members and prospects, utilize SME knowledge to inform and enhance technology advancements and journey production.
- Corporate Strategy – drive Member loyalty and retention through ongoing iteration and optimization of existing journeys to help exponentially grow our Membership base and revenue into 2030 and beyond.
Knowledge, Skills, and Abilities
- Expert knowledge of CRM platforms to manage customer data and interactions with knowledge of Microsoft Dynamics 365 considered a significant asset
- Strong knowledge of Marketing Automation platforms such as Adobe, Salesforce Marketing Cloud, Acoustic etc. and the ability to use to improve the customer experience.
- Advanced user of Microsoft Power BI, Excel, PowerPoint, and other key Microsoft Office tools
- Expertise in driving customer journey mapping through creative visual flows and outlining logic with stakeholders (e.g. Figma)
- Strong working knowledge of analytics stacks, working with analytics tools, data warehouses and data visualization tools
- Solid financial acumen, excellent interpersonal skills and ability to interact with all levels of the organization, including Executive management. Has a strong business acumen and can translate insights into actionable recommendations that align with business objectives
- Experience in project management and the ability to work in an agile environment, an asset.
- Must have knowledge of communication compliance best practices (CASL, PII, CAN-SPAM, GDPR)
- Leverages data analysis, troubleshooting skills, and creative thinking to diagnose issues and design practical, innovative solutions in complex environments
- Excellent interpersonal skills with the ability to develop effective working relationships with both internal and external stakeholders
- A self-starter with strong organizational skills, an ability to time-manage, and effectively prioritize own workload
- Strong analytical skills and the ability to use data to inform decision-making
Education, Designations, Training, and Experience
- 3 to 5 years of experience within a journey development role
- Experience in a financial institution environment an asset, with a strong understanding of financial metrics (e.g., profit/loss statement, balance sheet, etc.), segmentation (e.g., PRIZM) and industry drivers (e.g., annual reports).
- An undergraduate degree (or higher) in Technology, Marketing, or Business, or equivalent work experience
- Experience in managing and developing journeys for automating marketing communications, including Lifecycle, Product, and Lead nurturing
- Experience working in scripting languages such as Python or R, VBA, to set up automation and integrations to enable automation of journeys a strong asset
- Hands-on experience in developing and implementing customer lifecycle journeys. Experience in data analysis and the ability to use data to inform decision-making
- Strong project management skills and the ability to work in a cross-functional team
- Excellent communication and interpersonal skills
- Experience in developing and implementing customer journey strategies
- A strong understanding of customer behavior and the ability to use insights to inform strategy
- Comfort learning and adopting new digital tools, with an openness to using AI‑enabled technology to enhance productivity, accuracy, and the Member experience
This role represents an existing vacancy. Internal candidates are being considered as part of our standard process.
Salary Range: $59,800.00 to $89,800.00 CAD
Compensation for this role is based on a combination of skills, experience, and internal equity. Candidates with stronger alignment to the role’s requirements may be placed higher within the range. Your recruiter will share more information about our total rewards package during the hiring process.
Office Location: Toronto Corporate Office or St. Catharines office. This is a hybrid work opportunity.
Meridian has a remote work policy that allows flexibility for employees to work remotely but also requires a minimum of one day per week in the office for purposeful meetings to collaborate, innovate, and build effective relationships with your team, your colleagues, and your leader, which is important to us.
What’s in it for you?
- We have an inclusive and collaborative working environment that encourages teamwork, creativity, curiosity, and celebrates success.
- We provide you with the tools and technology needed to delight your candidates and clients.
- You will get to work with and learn from diverse industry leaders and colleagues, who have hailed from top organizations.
- Hybrid work arrangements with in-person office time to collaborate, innovate, and build relationships with your colleagues.
- This is not your typical “corporate” job. We work hard and we have fun!
Build the Future of Banking with Us
At Meridian, we’re not just adapting to the future - we’re shaping it. We see talent as a catalyst for sustainable growth, community impact, and future-readiness. As the financial landscape evolves, we’re looking for team members who bring:
- Embedding & leveraging technology – Confidence and willingness to learn and integrate AI and emerging technologies into new ways of working. Experience with low/no code tools like the Microsoft Power Platform and generative AI productivity tools like Microsoft Copilot is considered an asset
- Critical Thinking – The ability to analyze, evaluate and interpret information from various sources and apply logic and problem solving to make decisions.
- Data Driven– Leverage data and insights to identify, prioritize and improve member experience and business efficiency.
- Curiosity & Flexibility – Comfortable navigating and embracing change and uncertainty, ask more questions, explore more options. Continuously learn and grow.
Experience the Difference!
Meridian committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to employing a workforce that reflects the diversity of our communities and Members in which we live and serve.
Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.
Please note that due to the volume of applications, only those under consideration will be contacted for an interview.
Thank you for your interest in Meridian Credit Union.
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