Vice President, Customer Management

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 thrilled to be named a **Greater Toronto Top Employer** and proudly certified as a **Great Place to Work®.** These honours 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.

**Role Overview**:
At goeasy, we're on the lookout for a visionary leader to revolutionize our customer experience. As **Vice President, Customer Management & Engagement (Digital Products)**, you’ll drive the strategy for the entire customer journey, from lifecycle management to digital product development and customer experience. Your focus will be on building customer loyalty, driving satisfaction, and fueling sustainable growth through innovative solutions and actionable insights.

Leading dynamic teams across digital engagement platforms (mobile app, online tools) and customer lifecycle strategy, you'll oversee key CX initiatives such as Voice of Customer, NPS, and sentiment analysis. You'll also lead the development of a powerful customer segmentation strategy, delivering personalized, impactful experiences that make a real difference for our customers and the business.

In this senior leadership position, you will directly influence how millions of Canadians interact with the goeasy brand, turning every touchpoint into an opportunity for meaningful connection and lasting value.

**Key Responsibilities**:
**Customer Lifecycle & Engagement Strategy**
- Lead enterprise strategy to deepen customer relationships throughout the lifecycle
- Develop and scale customer segmentation and lifecycle strategies
- Integrate segmentation and LTV frameworks into marketing, product, and personalization
- Optimize journeys across onboarding, activation, engagement, and retention
- Drive engagement KPIs including adoption, usage, cross-sell, churn reduction, and loyalty

**Digital Product Ownership**
- Own strategy, roadmap, and performance for digital products (mobile app, online account tools)
- Deliver intuitive, high-impact digital experiences that support customer self-service and satisfaction
- Use analytics and VOC insights to drive continuous product enhancement and business growth

**Customer Experience & Satisfaction**
- Lead CX strategy across all customer channels
- Partner cross-functionally to embed insights into product design and service delivery

**Portfolio Growth & Customer-Centric Strategy**
- Drive usage, retention, and LTV through personalized, data-driven engagement
- Use segmentation and predictive analytics to align customer needs with business goals
- Ensure compliance and alignment with risk and financial frameworks

**Leadership & Collaboration**
- Lead cross-functional teams across lifecycle, CX, analytics, and digital product
- Influence enterprise strategy and customer investment decisions
- Foster a culture of innovation, accountability, and customer empathy

**Key Qualifications**:

- Bachelor’s degree in Business, Marketing, or related field; MBA preferred
- 12+ years in customer management, digital product, lifecycle marketing, or transformation (preferably in financial services or consumer tech.
- Deep expertise in establishing measurement frameworks used to measure existing customer profitability; customer lifetime value (LTV)
- Deep expertise in digital product management including mobile app proficiency
- Proven track record of improving customer metrics and turning insights into strategic action.
- Strong leadership presence, communication skills, and ability to influence
- Highly data-driven with experience using analytics to drive change and optimize performance.

**Diversity, Inclusion, and Equal Opportunity Employment**:
At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. This means that we are committed to cultivating and preserving a work culture where we celebrate who we are, where everyone feels seen and heard and where every employee can fulfill their poten