Senior Manager, Customer Experience Lead

3 weeks 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 talented individuals to join our team.

The Role

We're seeking a Senior Manager of Customer Experience to lead our Customer Experience team. As a key member of our leadership team, you'll be responsible for driving the end-to-end customer journey, identifying opportunities for improvement, and developing strategies to enhance customer satisfaction.

Key Responsibilities
  • Develop and execute customer experience strategies to drive business growth and customer loyalty
  • Lead a team of Customer Experience managers and agents to ensure exceptional customer service
  • Analyze customer feedback and data to identify trends and areas for improvement
  • Collaborate with cross-functional teams to ensure seamless customer experiences
  • Develop and implement processes to measure and improve customer satisfaction
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 with ability to turn data into actionable business insights
  • Demonstrable ability to communicate effectively up and down an organization
  • Ability to prioritize and manage multiple business critical tasks with pace
  • 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, with opportunities for professional growth and development. Our team members enjoy a range of benefits, including equity in the company, competitive salaries, and a comprehensive benefits package.

We're committed to creating an inclusive and diverse workplace culture, 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.

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