Vice President, Payments Products

2 weeks ago

Canada Metrolinx Full time

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.

Our Payments Office is looking for a Vice President, Payments Products & Customer Experience to provide senior leadership and strategic direction for the development and implementation of Metrolinx Payments Product, Digital Channel and Customer experience strategies. The role will be accountable for achieving high Customer & Client Satisfaction. This includes P&L accountability and solid partnership management both internally and externally. Leading a team who listens, analyzes, and shares voice of customer inputs, design, delivery of digital transformation strategy for digital channels that address current pain points and deliver on future growth the Vice President, Payments Products & Customer Experience will implement a multichannel customer contact strategy that optimizes the experience through lifecycle management practices.

**What will I be doing?**
- You will be part of a digital transformation of PRESTO program defining business strategy and outcomes to improve customer satisfaction
- Accountable for the evolution of PRESTO products
- Develop and deliver medium to long term product management, customer experience and digital channel strategies that improve the PRESTO customer & client experiences while enhancing the PRESTO brand reputation.
- Oversee the integration of customer insights into the product and digital channel strategy including client inputs and feedback while maintaining brand consistency communicates with internal and external stakeholders and manages their expectations.
- Propose, strategize, direct and implement best practices and standards to foster a culture of customer centricity, requiring significant leadership and collaboration across multiple stakeholder groups (PRESTO, MX, Transit Agencies etc.) and multiple channel disciplines.
- Engages directly with transit agency clients, working collaboratively on product backlog management and gaining feedback on product and digital roadmaps.
- Collaborate with senior stakeholders both internally and externally to develop and manage digital channel, customer experience and product strategies and programs as well as partnering with Marketing on integrated and supported Marketing plans.
- Continuously monitors division performance and reviews and revises mandates, reporting structures, and other systems to meet divisional and corporate goals.
- Leads the product, digital channels and customer experience teams in the formulation of policies and programs for the provision of services/initiatives, and establishes benchmarks, goals, and objectives that reflect corporate direction and strategy.
- Accountable for product & channel strategy & capital and operating budgets. Contributes and supports Payments’ KPIs and strategic goals.
- Contributes effectively to the annual product, digital channels and customer experience initiative planning and budget process.
- Create a working environment that is aligned with the organization’s desire to be a “best company to work for”, ensuring that people resources possess the required skills, are properly aligned and are provided with the resources to do the job.
- Defines and develops an effective organizational structure and staff complement for delivery of the mandate, while planning for future development and availability of resources through effective strategies, such as succession planning.

**What Skills and Qualifications Do I Need?**
- Minimum 15 years’ progressively senior experience leading strategic product, digital channels and/or customer experience functions Completion of a degree in Engineering /Architecture or a related discipline - or a combination of education, training, and experience deemed equivalent.
- Experience in payments processing including working with card processing networks.
- Knowledge of Payments operational risk and fraud prevention, Payment Card Industry Data Security Standard (PCI DSS).
- Experience leading strategic product, digital channels and customer experience functions, including positively improving an organization’s digital and/or customer experience.
- Customer experience and client service oriented to meet and exceed the needs of clients and customers (end-users) for complex product offerings.
- Experience with vendor management to manage development and delivery of products and services.
- Experience partnering with management to collaborate with external partners for enhan

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