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Senior Manager, Customer Experience Lead

2 months ago

Calgary, Alberta, Canada Neo Financial Full time

About Neo Financial

At Neo Financial, we're revolutionizing the financial services industry by providing a more rewarding experience for Canadians. Our mission is to transform the way people manage their finances, and we're looking for a talented Senior Manager to join our Customer Experience team.

The Role

The Senior Manager of Customer Experience will be responsible for leading the end-to-end customer journey at Neo Financial. This includes identifying the tools, resources, and coaching needed to create a high-performing team that delivers exceptional customer experiences. The ideal candidate will have a proven track record of driving execution, building clear goals, and fostering cross-functional accountability.

Key Responsibilities

  • Drive execution within the Customer Experience team by building clear, measurable goals with timelines to drive accountability
  • Lead project management of new CX initiatives, ensuring timely execution and cross-functional accountability
  • Create measures of success for CX implementations and identify additional changes required
  • Liaise with Neo's Experience functions to ensure cohesive communication across all teams
  • Review real-time, weekly, and monthly performance data of the CX team and provide course-correcting coaching to ensure achievement of CX deliverables
  • Accountable to the performance of CX managers and their agents, and support their development and ability to achieve desired business outcomes
  • Outline development opportunity areas for the leadership group as a whole and coach to those items
  • Proactive leader who leverages performance data, draws actionable insights related to the business, implements recommended and measurable changes to improve long-term business performance
  • Lead the CX complaints process and report to internal and external stakeholders
  • Support acquisition, development, and retention of Customer Experience team members

Requirements

  • Minimum of 5 years of experience in leading leaders with demonstrated results
  • Minimum of 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 that drive high levels of team execution
  • Demonstrable ability to communicate effectively up and down an organization
  • Ability to prioritize and manage multiple business-critical tasks with pace
  • Customer-first mindset, ensuring a high degree of customer satisfaction
  • Takes a Hungry, Humble & Smart approach to all undertakings

What We Offer

At Neo Financial, we offer a dynamic and fast-paced work environment that provides endless opportunities for growth and development. 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. If you're a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.