Head of Customer Experience

3 months ago

Calgary, Canada Neo Financial Full time

**_Come Build a Better Financial Future for all Canadians_**

At Neo, we’re building a more rewarding financial experience for all Canadians.

Life at a rapidly expanding tech startup is demanding, exhilarating, and not for everyone.

From world-class creative minds to brilliant engineers, it's high-performing people that make Neo a workplace with passion and purpose.

Since being founded in 2019, Neo has built incredible traction and is one of the fastest growing fintechs in Canada.
- LinkedIn’s Top Startup in Canada for 2022 and 2023
- Top-ranked mobile apps and credit cards
- Canada’s top-rated credit card
- Team of 700+ people
- 1M+ customers in 3 years
- 11K+ retail partners

**High Performance at Neo**

We recruit, hire, and build our company culture around these attributes:
**Teamwork**:We trust, respect, encourage, and show up for each other — through good times and hard. We’re on this mission not just for ourselves, but also for the people we work with — and ultimately, for our customers.

**Ownership**:We all have a stake in Neo’s success — so we go out of our way to do what needs to get done. We hold ourselves accountable to deliver on our commitments — to our customers, to our partners, and to our team. When we fall short, we find a way to do better in the future.

**Professional Integrity**:We’re asking millions of Canadians to trust us with their hard-earned money — so we hold ourselves (and each other) to the highest standards of integrity.

**The Team**

Our Customer Experience Team is a group of passionate problem solvers who are dedicated to providing customers with a truly exceptional experience.
The leaders who support this team are committed to identifying the tools, resources, and strategy needed to create a team of high performers. They are constantly raising the bar for our team, which in turn elevates the experience our customers receive.

**The Role**

As the Head of Customer Experience & Engagement, you’ll be responsible for creating an environment where team members thrive by delivering a Neo experience to every customer at every interaction. You execute meaningful change as Neo disrupts the customer experience expected by Canadians.

**What you'll be doing**
- You develop communicate, execute and measure strategies that align with growing business needs and reflect our priority to consistently provide exceptional customer experience and drive customer profitability
- You work collaboratively with leaders across the organization to meet shared goals
- You're building a business from the ground up, are comfortable making decisions in the face of ambiguity, and are resilient to challenges that will inevitably arise along the way
- You create an environment where new employees grow their transactions to interactions that foster customer loyalty and engagement
- You own the talent pipeline for our support operations, and working with forecasting and hiring teams to bring in strong employees to grow our team
- You are a constant learner, actively maintaining a high level of expertise on Neo’s products and processes

**Who we are looking for**
- You love to solve really hard problems with an innovative and unconventional approach
- You are very organized and capable of prioritizing tasks in a dynamic work environment
- You have entrepreneurial DNA
- You take ownership over your work and outcomes
- You have creative problem solving skills with a willingness to test solutions and iterate as require
- You are energetic, resourceful, and able to react quickly and professionally in all situations
- You're an effective communicator with strong organizational skills
- You are financially literate and can simplify complex topics in a way people can easily understand
- You bring 10+ years experience in leading large teams (50 -100+), preferably in customer-facing roles
- You bring 8+ years building teams and efficient processes
- You excel in a team environment, and you relate well to people from all backgrounds
- Strong experience in Google Suite, MS Office and Web-based portal computer skills is an asset
- Experience in financial services or with financial products is an asset
- French speaking skills considered an asset
- You bring 10+ years experience in leading large teams (50 -100+), preferably in customer-facing roles

**Working at Neo**

Joining Neo means betting on yourself and discovering your full potential. As individuals and as a team, we continually challenge ourselves and each other to do our best work. We’re making change happen at a rapid pace — providing endless opportunities to sharpen your skills, expand your knowledge, and find new solutions to complex problems. That means rapid career progression and constant learning opportunities.

The people who thrive at Neo are resourceful, relentless, and want to win. We hold ourselves to high standards, because we’re on a mission that matters — to transform financial services for the better. If that

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