Manager, Customer Experience
2 weeks ago
At Neo, we’re reimagining everyday financial services from the ground up and shaping the financial future for millions of people in Canada. We’re a tech company consistently pushing for the next best thing, which provides many opportunities to grow and learn personally and professionally. Ready to materialize your passion into a connected purpose? Come join a high-speed startup in a community of high-achieving dreamers and doers, set on innovating the best solutions.
**The Team**:
Neo digital experience is revolutionizing the financial industry. The Customer Experience team will be an extension of the digital experience, ultimately changing what customers expect from their bank. As the Manager, you would execute this change across all channels while working collaboratively with Leaders across the organization, to meet shared goals.
**The Role**:
As the Manager, 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.
**What you’ll be doing**:
- Develop and mentor new leaders to build skills and strategies around people management and leadership
- Own the talent pipeline for our support operations, forecasting and working with hiring teams to bring in strong employees to provide exceptional customer experience
- Own the day-to-day operations of the customer experience department, deliverables and people management.
- Develop and execute strategies to continuously provide exceptional customer experience, aligning with growing business needs
- Create an environment where new employees develop skills in delivering the Neo Experience and advance from simple interactions to interactions that grow loyalty and engagement
- Change the way people view customer service; driving our philosophy - we are genuinely helpful and easy to talk to, we don’t take shortcuts, we provide exceptional service, every time
- Be a champion and the voice of our customers by sharing feedback internally to drive a continuous improvement of our customer experience and products
- Provide long term solutions and support to our customers by escalating bugs and product issues
- Learn, build and actively maintain a high level of expertise on Neo’s product and processes and use that knowledge daily to effectively resolve customer issues
**Who we're looking for**:
- 3+ years experience in managing leaders, preferably in customer-facing roles
- 5+ years experience in customer-facing or customer support roles
- Exceptional written and verbal communication skills with acute attention to detail
- Very organized and capable of prioritizing tasks in a dynamic work environment
- Experience driving and supporting continuous improvement in processes
- Able to excel in a team environment. Relates well to people from all backgrounds and fosters the teamwork approach
- Strong experience in Google Suite, MS Office and Web-based portal computer skills
- Experience in financial services or with financial products is an asset
- Bilingual (English/French) is an asset
**What will help you succeed**:
- You have the ability to seek out top talent and create an environment where they can perform at their highest potential
- You have a passion to create an exceptional experience for customers at every interaction
- Exceptional written and verbal communication skills in English
- You care about people and are the first person to offer a hand to help
- You are energetic, resourceful, and able to react quickly and professionally in all situations
- You are financially literate and can simplify complex topics in a way people can easily understand
- You have entrepreneurial DNA - you're excited to build a business from the ground up, are comfortable making decisions in the face of ambiguity, and aren't discouraged by the inevitable challenges that will arise along the way
- You take ownership over your work and outcomes
- You're an effective communicator with strong organizational skills
**Benefits of working at Neo**:
**Flexible Compensation Scenarios** - the ability to choose your base salary and equity combination
**Meaningful Equity**:
- employees are owners.When the company succeeds, you do too
**Extended Health Benefits** - comprehensive health and dental coverage that starts on day one
**Wellness Benefits**:
- complimentary access to Headspace and FitOn Pro subscriptions
**Paid Maternity & Parental Leave** - company top-up and 100% benefits coverage while you’re away
**Modern Office Space** - our newly renovated headquarters in Calgary and Winnipeg is prime for collaboration and innovation
**Learning Events**:
- all-company huddles, product demo days, guest speakers, and more
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