Avp, Product Strategy and Customer Success

At FIRST Insurance Funding of Canada (FIRST Canada), we are proud to promote a workplace that fosters growth and innovation. We employ a dedicated team of enthusiastic individuals who thrive in an entrepreneurial, fast-paced environment. Our open concept and creative culture fosters team work and presents opportunities for growth within the organization. FIRST Canada is an affiliate of Wintrust, a financial services company with more than $50 billion in assets.

Join the FIRST Insurance Funding of Canada (FIRST Canada) team.

We are a multi-year Globe and Mail / Morneau Shapell Employee Recommended workplace with an award-winning culture.

We offer a flexible, hybrid-work model and our FIRST Flex program offers opportunity to work internationally.

We have a comprehensive benefit package including:

- Health Benefits: including medical, dental, vision, life, and health spending account
- Financial Benefits: an RRSP plan with a generous company match and competitive compensation including discretionary or incentive bonuses
- Education Benefits: education reimbursement and on-demand learning courses

We have a dedicated team of enthusiastic individuals who thrive in an entrepreneurial, fast-paced environment.

We support work / life balance and promote growth-from-within opportunities.

Why join this team?
- We have a culture that encourages an entrepreneurial spirit
- We offer multiple opportunities for development and upward mobility

Job description Summary

The AVP, Product Strategy and Customer Success, will support FIRST Canada’s product and customer success strategies. This role will lead innovation efforts to develop and enhance products and services, partnering with key stakeholders to meet our customers’ needs and drive engagement.

What You’ll Do
- Build, lead and manage a world-class product and customer success team
- Support product strategy, developing a clear product roadmap to drive growth and engagement
- Provide leadership and cohesion in researching, planning, and executing product strategies that align with business strategy and customer needs
- Lead the holistic view of the product across integration (customer and technical) points to provide a seamless experience from daily improvements to long-term strategies
- Represent the voice of the customer and market, understanding broker workflows, challenges, and needs
- Develop market strategies, product descriptions, and business case analyses for new products and services
- Explore strategic partnerships and solutions to maximize performance and solve for operational issues
- Ensure CRM investment aligns with strategic direction and customer needs
- Own the full product lifecycle management
- Partner with cross functional departments to develop, implement, and support launch strategies, marketing programs, and pricing and promotion programs for products and services
- Continually review and analyze product initiatives to ensure that we are working on the highest impact, most important work at all times
- Identify and act as a champion for new or enhanced products and services through market and competitive analysis, and customer needs assessments
- Facilitate and drive the planning process to provide focus and alignment on critical strategies to delight our customers
- Use customer research and analytics to develop a deep understanding of how customers engage with our products, what matters to them, and identify pain points
- Utilize customer journey mapping to inform new product features, elevate customer experience, and secure new and renewed business

Knowledge / Skills / Abilities Required:

- Work effectively with multiple products, projects, and business partners in parallel
- Develop, lead, and retain a high performing team
- Strong communication and interpersonal skills with the ability to inspire and effectively interact with all levels of internal and external stakeholders
- Strong time management and prioritization skills
- Ability to execute, and delegate projects and tasks, setting expectations and monitoring delegated activities
- Ability to gather and analyze complex or diverse information, identify and resolve problems, exhibit sound judgment, and a willingness to make decisions and take responsibility for decisions

Training / Education / Experience Qualifications:

- Bachelor’s degree or equivalent
- Minimum 10 years of relevant experience leading product strategy
- Commercial broker experience required
- Experience in customer success management and/or customer service an asset

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