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Director, Data Management Services
3 months ago
We have been honored with recognitions such as Waterstone Canada's Most Admired Corporate Cultures , the 2022 Report on Business Women Lead Here , Report on Business for Canada's Top Growing Companies and TSX30 as one of the best performing companies on the TSX .
As the Director, CX, supporting our retail brands (easyfinancial & easyhome) your responsibilities span the entire design lifecycle, from discovery and ideation, to wireframing, prototyping, designing, user testing, and iterating for new features and products.
You will create research- driven, compelling, and optimal customer and user experiences in both digital and in – person channels.
As an advocate for the customer, you'll apply your analytical skills to interpret research findings and delve into data, drawing clear conclusions to guide decisions.
Establish proven methodologies and frameworks to continuously collect, analyze, codify and socialize data and insights from field teams and customers (both qualitative and quantitative) across our easyfinancial & easyhome retail brandsFacilitate CX/UX workshops between a variety of cross-organizational teams of product owners, marketers, and end-users using industry-standard tools and techniques
Define the end-to-end Customer Experience framework that evaluates and measures customer perception in a consistent manner (CSAT, NPS, Feefo)
Translate business problems and ideas into clear CX/UX tasks and communicate these to stakeholders
Establish customer experience performance metrics per channel including both digital properties and at the individual brand level
Utilize customer insights and data to identify gaps, key issues and opportunities to improve customer experience. Lead the Customer Experience Team to develop and implement a holistic CX, UX, UI strategy that aligns with our company's vision and objectives
Utilize customer data and feedback to identify trends and actionable insights to continuously enhance the customer experience. Stay up-to-date with industry trends, best practices, and emerging technologies related to customer experience and consumer lending solutions
Consistently benchmark relatable competitors and make recommendations on how to enhance/improve the customer experience across online and offline channels
Collaborate with key stakeholders for ongoing development of the digital customer and product experience, including review of Business Requirement Documents and QA/UA
Proactively research, test and deploy cutting edge customer engagement methodologies
BA / BS and/or minimum of 8 years experience in leading customer experience strategy and enablement with at least 5 years of experience with UX/UI design specifically
NPS, CES, closed-loop systems, mapping, UX)
We offer a Flexible Work Program that provides you the ability to work three days onsite per week , between our Mississauga and downtown Toronto office.
#Diversity, Inclusion, andEqual Opportunity Employment:
As an equal opportunity employer, we are committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada.
All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire.
