Senior Manager, Customer Experience Lead

1 month ago

Calgary, Alberta, Canada Neo Financial Full time
The Role:

The Customer Experience team at Neo Financial is responsible for ensuring long-term, engaged customers who grow their use of our products year over year. As a Senior Manager, Customer Experience, you will be a key member of this team, driving execution and leading the end-to-end journey that customers experience with Neo Financial.

Key Responsibilities:
  • Drive execution within the Customer Experience team by building clear, measurable goals with timelines to drive accountability
  • Lead the development and implementation of new CX initiatives, fostering cross-functional accountability and collaboration
  • Create measures of success for CX implementations, identifying additional changes required to drive business outcomes
  • Liaise with Neo's Experience functions to ensure cohesive communication across all teams
  • Review real-time, weekly and monthly performance data of the CX team, providing course-correcting coaching to ensure achievement of CX deliverables
  • Accountable to the performance of CX managers and their agents, supporting their development and ability to achieve desired business outcomes
  • Outline development opportunity areas for the leadership group as a whole and coach to those items
  • Proactive leader who leverages performance data, draws actionable insights related to the business, implements recommended and measurable changes to improve long-term business performance
Requirements:
  • Minimum of 5 years experience in leading leaders with demonstrated results
  • Minimum of 3 years experience in Contact Center or Financial Services functions
  • Track record of proven execution-based results
  • Strong analytical skills, turning data into actionable business insights that drive high levels of team execution
  • Demonstrable ability to communicate effectively up and down an organization
  • Ability to prioritize and manage multiple business critical tasks with pace
  • Customer-first mindset, ensuring a high degree of customer satisfaction
  • Takes a Hungry, Humble & Smart approach to all undertakings

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