Customer Experience Manager

3 weeks ago

Calgary, Alberta, Canada Neo Financial Full time
About the Role

We're seeking a seasoned Customer Experience Manager to lead our team of professionals in delivering exceptional experiences for our customers. As a key member of our organization, you'll drive business performance through tactical execution and day-to-day management.

Key Responsibilities
  • Oversee and evaluate customer interactions, ensuring consistency and excellence in customer service delivery.
  • Provide coaching and constructive feedback to develop Customer Experience Specialists, focusing on the GREAT model.
  • Collaborate with Business Partners on performance management, conducting side-by-side coaching sessions and facilitating one-on-one meetings.
  • Take ownership of Customer Experience objectives and key performance indicators, including behaviours, fraud detection, and authentication processes.
  • Drive business performance improvement by monitoring adherence to schedules, tracking progress through CES development initiatives, and fostering a positive workplace culture.
What We're Looking For
  • A strong analytical mindset with a proactive approach to problem-solving.
  • Excellent communication skills, with the ability to manage upwards and downwards within the organizational hierarchy.
  • A customer-centric approach, consistently seeking ways to enhance the customer experience and exceed expectations.
  • Adept at identifying challenges and devising creative solutions to overcome them.
  • Committed to the professional growth and development of team members, actively providing opportunities for learning and advancement.
  • Resilience in the face of challenges and adaptability in dynamic environments.
About Neo Financial

At Neo Financial, we're building a more rewarding financial experience for all Canadians. We're a rapidly expanding tech startup, and we're looking for change-makers who love a challenge. Our team members earn meaningful equity in the company through stock options, and we're committed to creating an inclusive climate where everyone can thrive.

We believe in equal opportunity, and we're committed to creating an inclusive climate where everyone can thrive. Customers trust us with their finances, so successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check.

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