Director, Customer Experience

Join one of Canada’s fastest-growing companies and be part of something extraordinary - welcome to **goeasy** At goeasy, our people and culture are at the heart of everything we do, and we’re proud to be recognized for it. We’ve earned prestigious accolades such as **Waterstone Canada’s Most Admired Corporate Cultures**, **Canada’s Top Growing Companies**, and the **TSX30**, highlighting us as one of the top performers on the TSX. We’re also honored to be named a **Greater Toronto Top Employer** and recognized by **Great Place to Work®** as having the **Best Workplaces for Women**, and having one of the **Most Trusted Executive Teams**, and included on **TIME Magazine’s 2025 list of Canada’s Best Companies**. These honors reflect our commitment to fostering an inclusive, high-performance culture where talent thrives and innovation drives us forward.

As one of Canada’s leading alternative consumer lenders, we’re passionate about helping everyday Canadians create a brighter future. Our vision is to provide a path to a better tomorrow, today. We offer a full range of products, including non-prime leasing, unsecured and secured loans, and point-of-sale financing through **easyhome**, **easyfinancial**, and **LendCare**.

If you're seeking an exciting, high-growth environment where your contributions truly matter, we want to hear from you Join us, and together, let's create a future of financial empowerment.

As our **Director, Customer Experience (CX) & Brand**, you will lead the strategic vision and execution of customer experience and brand management across easyfinancial and easyhome. This role is central to shaping how customers perceive and interact with our brands - ensuring every touchpoint delivers a consistent, emotionally resonant experience that builds trust, loyalty, and long-term growth.

You’ll be a key member of the leadership team, influencing how we design, measure, and evolve the customer journey while strengthening brand equity in a competitive financial services landscape.

**What will you be doing?**
- **Customer Experience**:

- Define and implement a comprehensive customer experience strategy across digital, in-branch, and service channels.
- Build and operationalize frameworks to gather and analyze customer insights through surveys, interviews, analytics, and voice-of-customer programs.
- Create and maintain customer journey maps, personas, and service blueprints to identify friction points and opportunities for improvement.
- Lead CX/UX design initiatives, including wireframes, prototypes, and usability testing to enhance user experience.
- Establish and manage CX metrics such as NPS, CSAT, CES, Trustpilot, and Feefo, and develop reporting dashboards to track performance.
- Collaborate with Product, Marketing, and Operations teams to embed CX principles into product development and service delivery.
- Drive continuous improvement by implementing feedback loops, conducting root cause analysis, and executing closed-loop processes.

**Brand Strategy & Management**:

- Own and evolve brand positioning, messaging, and visual identity for easyfinancial and easyhome.
- Ensure brand consistency across all customer touchpoints including digital platforms, retail environments, advertising, and communications.
- Partner with Marketing and Product teams to develop integrated campaigns that build awareness, trust, and customer acquisition.
- Monitor brand health using sentiment analysis, social listening, and reputation tracking tools.
- Leverage competitive intelligence and market research to refine brand narratives and differentiate our offerings.
- Lead brand governance by developing toolkits, guidelines, and training programs for internal teams and external partners.

**Leadership & Influence**:

- Champion the customer perspective across all levels of the organization, connecting front-line insights with strategic decisions.
- Influence senior stakeholders to prioritize CX and brand initiatives that deliver measurable business outcomes.
- Lead and mentor cross-functional teams including CX designers, brand strategists, and agency partners.
- Facilitate workshops and alignment sessions to foster collaboration, innovation, and shared ownership of the customer experience.
- Build a culture of customer-centricity and brand stewardship across departments and teams.

**What experience do you have?**
- Bachelor’s degree in Marketing, Business, Communications, or a related field (MBA or Master’s degree preferred).
- 10+ years of progressive experience in brand management, customer experience, or marketing leadership, with at least 5 years at the senior manager or director level preferably in financial services
- Proven ability to develop and execute brand strategies that strengthen customer trust, loyalty, and market differentiation.
- Strong track record of linking brand and customer experience to business outcomes such as revenue growth, customer retention, and cost-to-serve reduction.
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