Senior Manager, Customer Experience Lead

4 weeks 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 strategies to drive customer engagement and loyalty
  • Lead a team of CX managers and agents to achieve business objectives
  • Collaborate with cross-functional teams to ensure seamless customer experiences
  • Analyze performance data to identify areas for improvement and implement changes
  • Coach and develop team members to achieve their full potential
  • Manage customer complaints and feedback to drive continuous improvement
Requirements
  • Minimum 5 years of experience in leading leaders with demonstrated results
  • Minimum 3 years of experience in Contact Center or Financial Services functions
  • Proven track record of execution-based results
  • Strong analytical skills to turn data into actionable business insights
  • Excellent communication and interpersonal skills
  • Ability to prioritize and manage multiple business-critical tasks
  • Customer-first mindset with a focus on delivering exceptional customer experiences
What We Offer

At Neo Financial, we offer a dynamic and fast-paced work environment, opportunities for professional growth and development, and a competitive compensation package. If you're a motivated and results-driven leader who is passionate about delivering exceptional customer experiences, we encourage you to apply.

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