Senior Manager, Customer Experience Lead

1 month ago

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

We're seeking a seasoned Senior Manager to lead our Customer Experience team at Neo Financial. As a key member of our leadership team, you'll be responsible for driving the end-to-end customer journey, building a high-performing team, and ensuring exceptional customer satisfaction.

Key Responsibilities
  • Develop and execute clear, measurable goals and timelines to drive accountability within the CX team
  • Lead the execution of new CX initiatives, fostering cross-functional collaboration and accountability
  • Create and track measures of success for CX implementations, identifying areas for improvement
  • Liaise with Neo's Experience functions to ensure cohesive communication across teams
  • Review real-time performance data, providing coaching to ensure CX deliverables are met
  • Accountable for the performance of CX managers and agents, supporting their development and growth
  • Identify development opportunities for the leadership group, coaching to those areas
  • Proactively leverage performance data to drive business insights, implementing measurable changes to improve long-term performance
  • Lead the CX complaints process, reporting to internal and external stakeholders
  • Support the acquisition, development, and retention of Customer Experience team members
Requirements
  • Minimum 5 years of experience leading leaders with demonstrated results
  • Minimum 3 years of experience in Contact Center or Financial Services functions
  • Track record of proven execution-based results
  • Strong analytical skills, turning data into actionable business insights
  • Demonstrable ability to communicate effectively up and down the organization
  • Ability to prioritize and manage multiple business-critical tasks with pace
  • Customer-first mindset, ensuring high levels of customer satisfaction
  • Takes a Hungry, Humble & Smart approach to all undertakings
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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