Director, Customer Experience

OverviewDirector, Customer Experience (CX) & Brand leads the strategic vision and execution of customer experience and brand management across easyfinancial and easyhome. This role shapes how customers perceive and interact with our brands, ensuring every touchpoint delivers a consistent, emotionally resonant experience that builds trust, loyalty, and long-term growth. You’ll be a key member of the leadership team, influencing how we design, measure, and evolve the customer journey while strengthening brand equity in a competitive financial services landscape.ResponsibilitiesCustomer ExperienceDefine and implement a comprehensive customer experience strategy across digital, in-branch, and service channels.Build and operationalize frameworks to gather and analyze customer insights through surveys, interviews, analytics, and voice-of-customer programs.Create and maintain customer journey maps, personas, and service blueprints to identify friction points and opportunities for improvement.Lead CX/UX design initiatives, including wireframes, prototypes, and usability testing to enhance user experience.Establish and manage CX metrics such as NPS, CSAT, CES, Trustpilot, and Feefo, and develop reporting dashboards to track performance.Collaborate with Product, Marketing, and Operations teams to embed CX principles into product development and service delivery.Drive continuous improvement by implementing feedback loops, conducting root cause analysis, and executing closed-loop processes.Brand Strategy & ManagementOwn and evolve brand positioning, messaging, and visual identity for easyfinancial and easyhome.Ensure brand consistency across all customer touchpoints including digital platforms, retail environments, advertising, and communications.Partner with Marketing and Product teams to develop integrated campaigns that build awareness, trust, and customer acquisition.Monitor brand health using sentiment analysis, social listening, and reputation tracking tools.Leverage competitive intelligence and market research to refine brand narratives and differentiate offerings.Lead brand governance by developing toolkits, guidelines, and training programs for internal teams and external partners.Leadership & InfluenceChampion the customer perspective across all levels of the organization, connecting front-line insights with strategic decisions.Influence senior stakeholders to prioritize CX and brand initiatives that deliver measurable business outcomes.Lead and mentor cross-functional teams including CX designers, brand strategists, and agency partners.Facilitate workshops and alignment sessions to foster collaboration, innovation, and shared ownership of the customer experience.Build a culture of customer-centricity and brand stewardship across departments and teams.Experience & QualificationsBachelor’s degree in Marketing, Business, Communications, or a related field (MBA or Master’s degree preferred).10+ years of progressive experience in brand management, customer experience, or marketing leadership, with at least 5 years at the senior manager or director level preferably in financial services.Proven ability to develop and execute brand strategies that strengthen customer trust, loyalty, and market differentiation.Strong track record of linking brand and customer experience to business outcomes such as revenue growth, customer retention, and cost-to-serve reduction.Experience leading cross-functional teams in customer insights, digital product strategy, and integrated marketing campaigns.Advanced knowledge of customer experience measurement frameworks (NPS, CSAT, CES) and brand health tracking.Experience leading cross-functional teams and managing external agencies or partners.Deep knowledge of customer research, segmentation, and behavioral analytics.Familiarity with financial services regulations and ability to balance compliance with innovation.Exceptional communication, leadership, and stakeholder management skills.What we offerWe offer a Flexible Work Program that provides you the ability to work three days onsite per week, from our Mississauga office.Internal ApplicantsInternal applicants: please apply through the link and provide written endorsement from your current manager.Diversity, Inclusion, and Equal Opportunity Employmentgoeasy is committed to an inclusive, equitable and accessible workplace. We provide accommodations to help during the recruitment process. Please let the talent acquisition team know if you require an accommodation.Additional InformationAll candidates considered for hire must successfully pass a criminal background check, credit check, and validation of work experience.Seniority levelDirectorEmployment typeFull-timeJob functionOtherIndustriesConsumer Services #J-18808-Ljbffr