Senior Manager, UX Research

Questrade Financial Group (QFG), through its companies - Questrade, Inc., Questrade Wealth Management Inc., Community Trust Company, ThinkInsure, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, insurance, real estate services, financial services and more. Questrade uses cutting-edge technologies to develop innovative products that give customers better, more affordable ways to take control of their money.

We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of.

This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, with a hybrid working environment you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at QFG.

Help us build the future of Canadian FinTech
Questrade Financial Group (QFG) is hiring a
Director
to lead our
UX Research
team. The Director of UX Research will lead our efforts to deeply understand our customers, their behaviours, needs, and preferences. This role is crucial for driving customer-centric strategies and ensuring that the customer's voice is at the forefront of our decision-making. The ideal candidate will be a strategic thinker with a strong analytical background, proven track record of mixed method approaches to customer research, exceptional communication skills, ability to collaborate with product teams, and a passion for uncovering actionable insights that drive business growth and enhance customer experience. We're on a mission to help millions of Canadians achieve their financial goals by helping them take control of their financial destiny.

About You

• A critical thinker and creative problem solver who sees opportunities where others see obstacles
• A customer-first strategist with a focus on long-term wins over short-term gains
• Data-driven and intuitive, with a balanced approach to consumer insights and analytics
• A proven leader who inspires teams to perform their best and deliver results
• Ambitious and results-oriented, skilled at balancing perfection with fast execution
• Obsessed with customer experience and satisfaction
• Excited to explore new methods and tools for research and analysis
• Proactive, positive, and aligned with Questrade's mission and values

What You'll Lead

• Guide and Inspire Your Team: Manage a diverse team of mixed-methods researchers and service designers, fostering a culture of collaboration, growth, and excellence. Naturally you will inspire other team members throughout the organization.
• Advance our Strategic Vision for UX Research: Maximize the impact of ux research on product strategy, design decisions, and getting to know our customers more deeply.
• Evolve and Integrate our Voice of Customer Program: Define and implement a comprehensive voice of customer program that ensures customer feedback is rigorously collected, analyzed, and integrated into our product development process.
• Lead Research Initiatives: Oversee the design, execution, and analysis of a wide range of qualitative and quantitative research initiatives, including surveys, customer interviews, co-design workshops, and market research. You will be at the centre for supporting your team in influencing and improving customer experiences by turning feedback into actionable business insights.
• Insight Communication and Storytelling: Translate data and customer insights into compelling and memorable stories that reveal truths and inspire teams around the organization to care and take action.
• Cross-Functional Collaboration: Partner closely with Product, Product Design, Engineering, and Marketing and embed customer-centricity into every stage of our product lifecycles. Ensure that customer insights are integrated into decisions, product development, and potential marketing campaigns.
• Champion the Customer: Advocate for our customers, ensuring their voice is heard and understood throughout the organization.

What You'll Bring
We believe in the power of potential, not just qualifications. If you're excited about this role but don't meet every single requirement, we still want to hear from you We value diverse skills and experiences, we encourage you to apply—let's see what you bring to the table

• Mixed-Methods Expertise: You balance deep expertise in both qualitative and quantitative research methodologies, with a passion for building a thriving mixed-methods practice.
• Strong People Leadership: You have significant experience hiring, managing, mentoring, and inspiring high-performing research teams. You excel at fostering a collaborative, inclusive, and growth-oriented environment where researchers can thrive. You celebrate successes and provide constructive feedback to promote continuous growth.
• Exceptional Collaboration and Communication: You have an ability to articulate rationales with confidence to diverse audiences and influence strategic decisions for delivering exceptional customer experiences. You build strong, productive relationships through clear communication, mutual respect, and a commitment to shared success.
• Strategic Problem Solving: You are a critical thinker, able to dissect complex problems, identify opportunities for improvement, and develop innovative research strategies that align with business objectives.
• An Open Mind to AI: You strategically and sensibly leverage AI as a tool for enhancing research methodologies, identifying novel insights, and driving innovation while maintaining a critical perspective on its application.

Ideal Experience

• 8+ years of experience leading customer experience, with a track record of leading research initiatives and teams.
• Proven track record of leading research teams within a fast-paced, large, digital product environment
• Demonstrated experience influencing product strategy and design decisions through impactful research insights
• Familiarity with CX tools such as (but not limited to): Qualtrics, Medallia, Amplitude, Python, Power BI, Tableau.
• Experience with FinTech is a bonus

At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us.

Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review.

Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.