Michelle Thomson

I’m a Member Experience Manager with deep knowledge of the financial industry and a career shaped by wearing many hats across business, marketing, and member experience. I currently lead our Voice of Member program, translating member data and insights into meaningful improvements. My work spans member journey and employee process mapping using design thinking, guiding member communications and change management, and ensuring complaint management and escalation processes meet regulatory standards—all in support of organizational strategy, KPIs, and evolving member expectations.

Previously, I led marketing across consumer banking and wealth management, focusing on acquisition and retention through smart, data-driven campaigns. I collaborated closely with design and advertising teams and strengthened brand presence through community partnerships, sponsorships, and local events.

Outside of work, I’m a wife and mom who loves the gym, playing sports, and staying active.