Manager, Digital Customer Experience

1 month ago

Toronto, Canada Propel Holding Inc Full time

**_About Us:_**

Propel Holdings (TSX:PRL) is an innovative, online fintech company, committed to credit inclusion by providing and facilitating fair, fast and transparent access to credit with exceptional service using its proprietary, industry-leading online platform. Through its operating brands, Propel is focused on providing access to credit to underserved consumers who struggle to access credit from mainstream credit providers. Propel is proud to have been able to facilitate access to credit for an increasing number of consumers, helping them move forward in their credit journeys.

Our amazing team has experienced phenomenal growth and thrives on an entrepreneurial spirit, passion, and top-tier talent. We are innovative and have a dynamic workforce which has experienced incredible growth and success. Talent and hard work never go unnoticed, and we believe in succeeding together.

**_ About You:_**

As a Manager, Digital Customer Experience, you’ll have the opportunity to work closely with key stakeholders across the company to identify and execute against opportunities to deliver an industry-leading customer experience and drive customer engagement through our digital channels. You’ll utilize your experience with creating exceptional digital experiences and collaborative mindset to for build world-class products with a world-class team. You'll bring a discerning, analytical, and results-oriented mindset to drive projects forward effectively and be an agent for change.

You picture yourself succeeding within a vibrant and entrepreneurial organization where your ideas will be heard, and where you will have an opportunity to showcase your talents and great skills. You are motivated by goals, a self-starter, and a hardworking individual who likes to wear multiple hats. We are seeking a proven, driven team player who is looking to join a fast-paced, high growth, energetic and forward-thinking team.

**Responsibilities**
- Proactively contribute to the product vision and strategy of DX, owning roadmaps to drive growth and engagement and ensuring customer satisfaction with our brand and corporate vision.
- Develop a deep understanding of our customers needs and behaviours through customer and market research and assessing site performance to inform and advise stakeholders on enhancement and optimization opportunities.
- Support the execution of your team's projects, including keeping the product ticket backlog up-to-date and prioritized, integrating projects into sprints, release management, gathering feedback and iterating on releases.
- Define objectives and tactics for digital experience and deliver content-centric web experiences, to achieve key results as measures of success in meeting both business outcomes and customer goals.
- Gather requirements and create specifications for the development team to successfully launch products and measure core success metrics to continually iterate and improve future phases.
- Communicate ongoing developments of the product across the company; working closely with stakeholders to identify and execute against the highest value opportunities.

**Requirements**:

- Minimum of 3-5 years of experience working with software products, leading DX projects; working in & with marketing stakeholders, including respect for the marketing process, feedback cycles and strategic vision.
- Possess thorough knowledge of online, mobile and all other Digital Financial services and processes.
- Ability to frame problems and opportunities to address needs of the customer and/or business.
- Strong organizational skills and an excellent ability to communicate with multiple stakeholders and all levels of the business.
- Ability to use design as a tool to uncover what questions to ask, what solutions to explore, and how to define and measure success.

**Benefits to Joining Propel**
- Growth and opportunity - we pride ourselves on promoting from within
- Incredible company culture
- Competitive salary and health benefits
- Comprehensive vacation package
- Group health and dental benefits
- Group RRSP program
- Support for new parents
- Diverse and inclusive workplace

**_ Please note: All interviews will be conducted using “Microsoft Teams”._**
- We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted. No agencies or phone calls._

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