Customer Experience Director

4 weeks ago

Old Toronto, Ontario, Canada Fig Full time
About Fig

We're a digital lender dedicated to simplifying borrowing for Canadians. Our user-friendly platform streamlines the process, making it efficient and accessible. Backed by Fairstone Bank, we combine the benefits of extensive lending experience with the agility of a start-up.

The Role

This is a unique opportunity to lead our customer experience operations at Fig. As a key member of the Operations leadership team, you'll leverage your strategic vision, analytical expertise, and passion for customer service to elevate customer satisfaction and drive operational excellence. Your role will be pivotal in shaping the future of how we serve our customers.

Key Responsibilities
  • Develop and implement a strategic vision for customer experience that aligns with Fig's objectives.
  • Lead, mentor, and develop a high-performing customer experience team, fostering a culture of excellence and continuous improvement.
  • Analyze and manage the cost of delivering customer experiences, identifying opportunities to optimize resources without compromising quality.
  • Utilize customer data to monitor and improve customer satisfaction, retention, and overall experience.
  • Oversee and optimize customer experience technologies to enhance operations and self-service capabilities.
  • Champion a strong 'Voice of the Customer' mindset across the organization, ensuring customer feedback is consistently gathered, analyzed, and shared with key stakeholders.
Requirements
  • 7+ years of experience in customer experience, customer success, or related fields, with at least 3 years in a leadership role.
  • Strong analytical skills, with experience in data analysis, reporting, and metrics-driven decision-making.
  • Exceptional leadership skills, with a track record of mentoring and developing high-performing teams.
  • A proactive approach to identifying and addressing customer issues.
  • Excellent communication skills, with the ability to articulate complex concepts clearly and concisely.
Why Fig?
  • A unique opportunity to join a company in its early stages and make an impact on customer experience.
  • Competitive compensation and benefits package.
  • A commitment to diversity, equity, and inclusion, with a focus on fostering an environment where team members can feel valued, heard, and supported.

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