Customer Experience Manager

3 weeks ago

Winnipeg, Manitoba, Canada Neo Financial Full time

Build a Superior Financial Experience for Canadians

At Neo, we are dedicated to creating a more rewarding financial journey for all Canadians.

Working at a rapidly growing technology startup is challenging, exciting, and not suitable for everyone.

Since our inception, Neo has gained remarkable momentum and is recognized as one of the fastest-growing fintech companies in Canada.

  • Ranked as LinkedIn's Top Startup in Canada
  • Highly-rated mobile applications and credit card offerings
  • Leading credit card in customer satisfaction
  • A diverse team of over 700 professionals
  • Achieved over 1 million customers in just three years
  • Partnerships with more than 11,000 retail outlets

The Position:

As the Customer Experience Manager, you will spearhead and nurture a team of experts, ensuring they provide outstanding experiences for clients while enhancing business outcomes through strategic execution and daily oversight. If you thrive in a vibrant, fast-evolving setting and embrace change, you will excel in our environment.

Key Responsibilities:

  • Monitor and assess customer interactions, evaluating performance based on the GREAT model to guarantee consistency and excellence in service delivery.
  • Offer guidance and constructive feedback to cultivate Customer Experience Specialists (CES) in alignment with the GREAT model.
  • Direct Experience Professionals (EPs) to optimally support business operations.
  • Take charge of CES objectives and key performance indicators, focusing on behaviors, fraud prevention, authentication processes, and efficient complaint resolution.
  • Enhance business performance by overseeing adherence to schedules and promoting a positive workplace culture.

Ideal Candidate:

  • You possess robust analytical abilities combined with a proactive problem-solving mindset.
  • You excel in managing relationships across all levels of the organization.
  • You prioritize customer needs and satisfaction above all.
  • You are skilled at recognizing challenges and formulating innovative solutions.
  • You are dedicated to the professional development of your team members.
  • You demonstrate resilience and adaptability in the face of challenges.

Working at Neo

Joining Neo signifies investing in yourself and unlocking your full potential. We are driving change at an unprecedented pace — offering countless opportunities to enhance your skills, broaden your knowledge, and tackle complex challenges.

Our team members receive meaningful equity in the company through stock options. We are committed to fostering an inclusive environment where everyone can thrive. Successful candidates for this role will undergo a security screening, including a criminal records check and a credit assessment.

Application Process

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