Director, Client Experience

4 weeks ago

Toronto, Ontario, Canada Tangerine Bank Full time
Tangerine is Canada's leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It's important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

As Canada's leading digital bank, Tangerine technology is at the heart of everything we do. We have redefined what digital banking is, and we continue to evolve to tackle any opportunity and face every challenge through progressive technology and the power of collaboration.

Do you like new challenges? Are you ready to reach new heights in your career and become part of an established disruptor? If so, come join us and help redefine the Canadian banking landscape

What you will be doing:

As Director of Client Experience, you will play a pivotal leadership role in shaping and delivering on a compelling client experience vision, strategy, and roadmap. The role requires a dynamic leader with a deep understanding of digital banking, a strong customer-first mindset, and a track record of driving transformational client experience initiatives.

In this role, you will:

1. Experience Strategy & Vision: Develop and execute a comprehensive CX strategy and principles that aligns with organization's goal and vision, ensuring a seamless and positive client experience across all touchpoints.
2. Service Design & Optimization: Lead service design initiatives, overseeing the design and optimization of customer journeys, CX blueprints, utilizing data, testing, feedback to continuously improve the customer experience.
3. Leadership & Development: Build, lead and mentor a high-performing CX team, fostering culture of client advocacy and innovation. Empower team members across the organization with best practices, tools and resources to deliver on best-in-class service experiences.
4. Experience Measurement & Continuous Improvement: Establish and maintain CX OKRs, driving culture of continuous improvement through deep measurement, analysis and action based on client feedback and data insights.
5. Prioritization & Execution: Lead and influence senior leadership to identify and align on highest value CX opportunities to realize the strategic objectives of the organization. Balance short-term and long-term goals, and coordinating with key stakeholders to ensure clarity and alignment.
6. Stakeholder Engagement & Advocacy: Champion a culture of client obsession, act as voice of client within the organization, influencing product roadmaps, operational processes, strategic decisions. Stay ahead of evolving client needs and market trends.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

1. 10+ years of relevant experience in Client Experience and/or Strategy implementation & execution.
2. Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum.
3. Strong background in client research and analytics techniques, client strategy, process improvement, human-centered design, and performance management.
4. Track record of analytical, data-driven, and client-centric decision-making skills.
5. Ability to translate business objectives and strategic investments into actionable plans that positively impact profit and performance.
6. Ability to thrive in a fast-paced and ambiguous environment, collaborating across functions and adapting to a rapidly changing organization.
7. Exceptional communication and relationship-building abilities across all levels of the organization, with the ability to collaborate effectively with cross-functional teams.
8. Critical thinker, problem solver.
9. Results, KPI and accountability-oriented.
10. Agile, persuasive, and resilient.

What's in it for you?

You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success

You will have access to thousands of online and in person courses so you can shape your career growth with the support from diverse industry leaders.

You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits.

You belong here, we are equal and un-complicated. Bring your true self to work, dress codes don't apply here.

You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.

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