Associate Director, Member Education & Communications

THE ROLE
Reporting to the Director, Pension Communications, the Associate Director, Member Education & Communications is responsible for translating the overall Member Engagement strategy into member-focused education strategies, priorities and programs.The Associate Director leads education content strategy and material development, as well as member communications planning, ensuring members receive clear, accessible and relevant information that builds pension understanding, retirement confidence and trust in UPP.This role is based in downtown Toronto under a hybrid work policy, allowing employees the flexibility to work remotely and in-office (approximately two days per week in-office).This job is for an existing vacancy.SPECIFIC ACCOUNTABILITIES
Member Education and Communications Planning
Lead the member communications and education roadmap and editorial calendar, translating the strategy into audience-focused programs, content plans and learning objectives, and carrying the work through to delivery.Assess member insights, service themes, lifecycle needs and evolving business needs to recommend education priorities and identify gaps in available learning resources.Build annual and initiative-level education plans, defining audiences, learning outcomes, formats, channels, sequencing, responsibilities and evaluation approaches.Integrate education into major pension, service and organizational initiatives by identifying member learning needs early and recommending appropriate materials and delivery approaches.Education Content & Learning Experiences
Lead the development of member education materials, including presentations, guides, videos, explainers, digital learning resources and other formats suited to member needs.Develop and maintain presentation materials for member education sessions, working closely with Pension Services, accountable for presentations delivery, to ensure the content is clear and audience focused.Translate complex pension information into clear, accurate and accessible learning content for members with different levels of pension knowledge.Develop and oversee content from concept through review, approval and release, maintaining editorial quality, plain language, accessibility, brand alignment and version control.Create content briefs, learning objectives, outlines and standards that help internal teams and external partners develop consistent, high-quality education materials.Partnership & Leadership
Lead education projects and working groups, setting clear expectations, roles, timelines and quality standards for contributors.Model inclusive, collaborative and accountable ways of working and support a culture of plain-language communication and continuous learning.Work with technical subject matter experts to ensure pension content is accurate while maintaining communications accountability for how information is structured and presented.QUALIFICATIONS & EXPERIENCE
7+ years of progressive experience in member education, communications or adult learning, including developing member- or customer-facing programs in complex, multi-stakeholder settings.Strong working knowledge of pensions, including plan provisions, pension administration and the issues members face. Experience working in or with a pension plan is strongly preferred;
experience in financialservices or the university sector is an asset.Experience developing member education plans, programs and materials, including presentations and resources for different audiences. Experience supporting large-scale change or education programs is an asset.Proven ability to turn strategic priorities into clear education plans and supporting member communications and carry the work through to delivery.Strong writing, editing and plain-language skills, including the ability to make complex pension information clear and engaging.Strong stakeholder management and partnership skills, with the ability to work across operational, digital, policy and external teams.Post-secondary education in communications, public relations, journalism, adult education, business or a related field, or equivalent experience. Pension or retirement-related certifications (RPA, PPAC) are an asset.ATTRIBUTES
Strategic and audience-focused.Strong communications and editorial judgment.Collaborative and confident working across organizational boundaries.Insight-driven and curious about member needs and behaviours.Strong planner who balances strategy with effective delivery.Inclusive people leader committed to quality, accountability and continuous improvement.
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