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Senior Manager of Customer Experience

2 months 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, ensuring long-term, engaged customers who grow their use of our products year over year.

Key Responsibilities
  • Drive execution within the CX team by building clear, measurable goals with timelines to drive accountability
  • Lead project management of new CX initiatives, fostering cross-functional accountability and ensuring cohesive communication across all teams
  • Create measures of success for CX implementations and identify additional changes required
  • Liaise with Neo's Experience functions to ensure seamless communication and collaboration
  • Review real-time, weekly, and monthly performance data of the CX team, providing course-correcting coaching to ensure achievement of CX deliverables
  • Accountable for the performance of CX managers and their agents, supporting 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
  • Proactively leverage performance data to draw actionable insights, implement 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
About Neo Financial

At Neo Financial, we're building a more rewarding financial experience for all Canadians. We're a rapidly expanding tech startup that's transforming financial services for the better. 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 are 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.