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Senior Manager, Customer Experience Lead

2 months ago

Calgary, Alberta, Canada Neo Financial Full time

Transforming Financial Services for the Better

At Neo Financial, we're on a mission to revolutionize the way Canadians manage their finances. As a Senior Manager of Customer Experience, you'll play a critical role in ensuring our customers receive an exceptional experience that drives long-term engagement and loyalty.

About the Role

The Customer Experience team is responsible for delivering a seamless and personalized experience to our customers. As a Senior Manager, you'll oversee the end-to-end journey that customers experience with Neo Financial, identifying opportunities to improve and implement changes that drive business results.

Key Responsibilities

  • Drive Execution: Build clear, measurable goals with timelines to drive accountability within the Customer Experience team.
  • Project Management: Lead execution against timelines and foster cross-functional accountability for new CX initiatives.
  • Measure Success: Create measures of success for CX implementations and identify additional changes required.
  • Cross-Functional Collaboration: Liaise with Neo's Experience functions to ensure cohesive communication across all teams.
  • Performance Review: Review real-time, weekly and monthly performance data of the CX team and provide course-correcting coaching to ensure achievement of CX deliverables.
  • Leadership Development: Accountable to the performance of CX managers and their agents, and support their development and ability to achieve desired business outcomes.
  • Strategic Planning: Outline development opportunity areas for the leadership group as a whole and coach to those items.
  • Proactive Leadership: Leverage performance data, draw actionable insights related to the business, and implement recommended and measurable changes to improve long-term business performance.
  • Complaints Process: Lead the CX complaints process and report to internal and external stakeholders.
  • Talent Acquisition and Development: Support acquisition, development, and retention of Customer Experience team members.

Requirements

  • Minimum of 5 years experience in leading leaders with demonstrated results.
  • Minimum of 3 years 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's perfect for individuals who thrive on challenge and innovation. As a Senior Manager of Customer Experience, you'll have the opportunity to:

  • Contribute to a mission that matters – transforming financial services for the better.
  • Work with a talented team of professionals who are passionate about making a difference.
  • Develop your skills and expertise in a rapidly evolving industry.
  • Enjoy a competitive compensation package, including equity in the company.

Join Our Team

We're an equal opportunities employer and are committed to creating an inclusive climate where everyone can thrive. Successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check.