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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, 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 the CX complaints process and report to internal and external stakeholders
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
  • Excellent communication and leadership skills
  • Ability to prioritize and manage multiple business-critical tasks with pace
  • Customer-first mindset with a focus on delivering exceptional customer experiences
About Neo Financial

At Neo Financial, we're building a more rewarding financial experience for all Canadians. We're a rapidly expanding fintech company with a team of 700+ people and 1M+ customers. We're committed to creating an inclusive climate where everyone can thrive and offer competitive benefits, including equity in the company.

We're looking for change-makers who love a challenge and want to make a meaningful impact. If you're a results-driven leader with a passion for customer experience, we'd love to hear from you.