Customer Experience Director

2 weeks ago

Old Toronto, Ontario, Canada Fig Full time
About Fig

Fig is a pioneering digital lender dedicated to simplifying the borrowing process for Canadians. Our user-friendly online platform enables loan applications and approvals in just a few minutes, making the lending experience more efficient and accessible.

Key Responsibilities

  • Develop and implement a strategic vision for customer experience that aligns with Fig's overall objectives, leading to a culture of excellence and continuous improvement.
  • Analyze and manage the cost of delivering customer experiences, identifying opportunities to optimize resources without compromising quality.
  • Utilize customer data to monitor and improve customer satisfaction, retention, and overall experience, implementing and maintaining key performance indicators (KPIs) to track and assess the effectiveness of customer experience initiatives.
  • Oversee and optimize customer experience technologies to enhance operations and self-service capabilities, staying ahead of industry trends and implementing new tools that improve the customer experience.
  • Demonstrate the ability to dive into the details and assist with day-to-day operations, including managing escalations and resolving customer complaints.
  • Establish and align Objectives and Key Results (OKRs) for the Customer Experience team that drive performance and are closely linked to Fig's strategic goals.

Requirements

  • 7+ years of experience in customer experience, customer success, or related fields, with at least 3 years in a leadership role, preferably within a fast-growing tech company or financial services.
  • Strong interpersonal skills with the ability to build rapport and trust with diverse stakeholders, including customers, colleagues, and senior executives.
  • Nice-to-haves: previous experience with Freshdesk/Zendesk, Salesforce, Aircall, and other similar tools.

What We Offer

  • A unique opportunity to join a company in its early stages and make an impact on customer experience.
  • Retirement savings program with employer matching.
  • Comprehensive medical, dental, and vision group insurance, as well as health and wellness spending accounts.
  • Generous time off to help you recharge.

Our Commitment to Diversity, Equity, and Inclusion

We are an equal opportunity employer and are committed to diversity at our company. Diversity of backgrounds, perspectives, and experience is fundamental to our business.

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