Director, Customer Experience

2 weeks ago

Mississauga, Ontario, Canada goeasy Full time

Embark on a journey with one of Canada's fastest growing companies - welcome to goeasy 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. We've also received the Greater Toronto Top Employers Award and certified as a Great Place to Work. We're on the lookout for the best and brightest to join our team

Our vision is to provide everyday Canadians a path to a better tomorrow, today. As one of Canada's leading non-prime consumer lenders, we offer a full suite of products including non-prime leasing, unsecured and secured loans as well as point-of-sale-financing though easyhome, easyfinancial, and LendCare.

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.

What will you be doing?

  • 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 brands
  • Rapidly develop information architectures user flows, wireframes, high fidelity designs, prototypes and specs
  • Facilitate 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
  • Develop and implement methods to regularly record, assess, and analyze customer feedback
  • Act as a liaison between front-line teams and other divisions in the company
  • Drive leadership support and engagement in CX metrics and results, influencing others across the organization and holding them accountable. Recommend and develop methodologies to improve customer satisfaction and retention
  • 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. Focuses on developing a deep understanding of customer sentiment, always represents the voice of the customer and develops deep customer understanding throughout the organization
  • Lead the Customer Experience Team to develop and implement a holistic CX, UX, UI strategy that aligns with our company's vision and objectives
  • Lead cross-functional design teams (internal and external) and facilitates group discussions
  • Create customer journey maps and persona profiles to identify touchpoints for improvement and optimization. Teaches methodology across functional groups to unify efforts and enable understanding of how each role has an important part to play in driving overall results
  • Utilize customer data and feedback to identify trends and actionable insights to continuously enhance the customer experience. Collaborate with internal stakeholders to define and implement CX improvement initiatives across all customer-facing touchpoints
  • 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
What experience do you have?
  • 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
  • Understand and can teach CX methods and tools (e.g. NPS, CES, closed-loop systems, mapping, UX)
  • Proficient in customer research methodologies with the ability to recommend, lead and analyze research methodologies and results
  • System Thinker - able to see the big picture as well as the details
  • Well-developed collaboration and negotiation skills; able to influence without direct authority
  • Proven track record driving positive change in a complex environment
  • Strong communication skills with all levels of stakeholders
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.

#LI-DS1

Diversity, Inclusion, and Equal Opportunity Employment:
At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. This means that we are committed to cultivating and preserving a work culture where we celebrate who we are, where everyone feels seen and heard and where every employee can fulfill their potential. 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. Please let us know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs.

Additional Information:
All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire. We thank all interested applicants, however we will only be contacting those for interview who possess the skills and qualifications outlined above.

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