Customer Experience Leader

3 weeks ago

Old Toronto, Canada Interac Full time
p>Leader, Client Relationships, Client Strategy (fixed-term contract, 12 months)

At Interac, we design and deliver products and solutions that give Canadians control over their money so they can get more out of life. Whether we’re leading real-time money movement, driving innovative commerce solutions like open payments for transit systems, or making advancements in new areas like verification and open banking, we are playing a key role in shaping the future of the digital economy in Canada.

As the Leader, Client Strategy, you will play a pivotal role within Interac's Chief Client Office, driving the vision, strategy, and execution of client-centric initiatives across the organization. Your focus will be on enhancing client engagement and maximizing revenue generation opportunities through strategic innovation and collaboration. You will own the implementation and management of our commercial technology platforms, lead the adoption of sales technology, and enhance our Customer Experience Insights program. As a senior leader, you will collaborate with cross-functional teams to align the client strategy with business goals, while also providing updates and insights to senior executives on strategic initiatives, client engagement metrics, and key performance outcomes.

You'll be responsible for:

  • Leading and shaping client strategy and commercial acceleration initiatives, transforming and maturing the Chief Client Office’s people, processes, and technology.
  • Developing and owning the client strategy roadmap, aligning long-term commercial technology needs with growth, retention, and value realization.
  • Owning the implementation and management of commercial technology platforms (i.e. Salesforce CRM, Sales Enablement tools), ensuring project team and vendor accountability to timelines, scope, and budget.
  • Driving the adoption and effective utilization of commercial technology platforms, empowering client-facing teams to maximize their potential in delivering on client satisfaction (CSAT) and revenue OKRs.
  • Overseeing the CXP (Customer Experience Insights) program, refining inner and outer feedback loops to leverage data that drives improvements in product design, service delivery, and client interactions.
  • Building strong, trust-based relationships with cross-functional leaders (Client, Product, Technology and Marketing) and technology partners to ensure alignment between client engagement strategies, product development, and business objectives.
  • Establishing and tracking organizational OKRs related to client satisfaction (CSAT), CRM and sales technology usage, and commercial success.
  • Managing relationships with technology, consulting, and implementation partners, including overseeing contract negotiations, forecasting, and ensuring adherence to the annual budgeting process for all related initiatives.
  • Developing and presenting impactful content and presentations for senior executive, C-level and board-level audiences.
    • 10-15 years of experience in commercial strategy, customer experience, or a related field.
    • Proven success in implementing and scaling commercial technology platforms and driving adoption across large teams.
    • Experience leading customer insights programs and utilizing data to inform strategic decision-making and improve customer experiences.
    • Strong leadership capabilities with a track record of managing cross-functional teams and driving results in a complex organizational structure.
    • Excellent relationship-building skills, with the ability to influence and engage senior executives, key clients, and cross-functional stakeholders.

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