Head of Customer Experience

See yourself being part of a large, transformational change? This could be the role for you

At Iress, we make things happen

We believe technology should help people perform better every day. Since our beginning in 1993, people across financial services have trusted us to take their performance to the next level. More than 10,000 businesses and 500,000 people use our software, from the world's most iconic financial services brands to advice firms of all sizes, banks, insurers, investment managers, traders and brokers. Iress is one of Australia's largest technology companies and employs more than 1100 people across Australia, The United Kingdom, Africa, Canada, France, New Zealand and Asia.

Build your career at Iress

As the Head of Customer Experience, you are the architect of our client's journey and the champion of their success. This is a critical role within our Canadian Leadership Team, and within our client lifecycle where you will directly influence how our clients engage with our brand. By leading and mentoring a high-performing team of Product Support Specialists, Account Managers and Client Operations personnel, you will ensure every interaction is not just positive, but exceptional. You will be at the forefront of our commitment to delivering seamless service, from technical product support to commercial and strategic client management.

Your primary mission is to drive operational excellence and cultivate a culture of service that turns satisfied clients into loyal advocates. You will be responsible for overseeing our extended support window from 6:30 a.m. to 6:00 p.m., ensuring consistent and high-quality support is available to our clients when they need it most. You'll utilize your strategic vision to identify opportunities for improvement, implement innovative solutions, and serve as the voice of our clients, influencing decisions throughout the entire organization to foster a unified, customer-centric approach.

The role will, on occasion, manage high-severity issues, acting as a bridging control between internal Iress staff and client trading leads. Following high-severity incidents, the role will also take the lead on remediating action items internally, addressing any gaps in products or processes, as well as providing communication, feedback, and closure to clients.

Some of the amazing things you'll be involved in:

• Develop a comprehensive client experience that can be effectively presented, supported, executed, and maintained, including client operations.
• Develop strong day-to-day relationships with clients to understand their overall strategy, challenges, and priorities, and identify where we can deliver solutions.
• Lead and mentor a team of Client Support Specialists and Account Managers, providing guidance, coaching, and performance feedback.
• Oversee daily operations of the client support team, ensuring timely and effective resolution of client inquiries and issues.
• Manage commercial negotiations and ongoing revenue forecasting for clients, revenue-related client requests, ensuring all information to execute billing and licensing requests is prepared and authorized, and reviewing client invoices.
• Act as an escalation point for complex client issues, working to resolve them efficiently and maintain client satisfaction.
• Monitor team performance metrics and identify areas for improvement, implementing strategies to enhance efficiency and service quality. Net Promoter Score (NPS) will be a key metric for Iress and a leading representation of performance.
• Develop and deliver training to new and existing team members on product knowledge, support processes, and best practices in customer service.
• Collaborate with other departments (e.g., Sales, Product, Engineering) to address client needs and improve overall client experience.
• Contribute to the creation and maintenance of support documentation, FAQs, and knowledge base articles.
• Foster a positive and collaborative team environment, promoting continuous learning and professional development.
• Handle client communications professionally and empathetically, maintaining a high level of client satisfaction.

What you will bring:

• Previous experience in managing teams, defining strategy and providing metrics supporting the execution of the strategy.
• Knowledge of the Securities Industry, including trading, products, infrastructure, market structure and regulations. Preferably, knowledge of Iress' products.
• People skills, a positive attitude, resilience and determination.
• Excellent communication and presentation skills.
• Influencing and negotiation skills, including contract negotiations.
• Forecasting and sales accountability.
• Evidence of ability to develop excellent working relationships with clients/prospects.
• Working to tight deadlines on quality work. The ability to effectively work under pressure and to targets, ensuring that excellent service is delivered at all times.
• Constant commitment and development of teamwork.
• Ability to achieve results and work in a constantly changing environment.
• Detailed knowledge of the key business drivers for Financial Services companies, with special reference to trading and financial markets

Why work with us?

• 8 additional paid days per year to extend your weekends
• Hybrid working
• Generous cash bonus for every successful referral
• Starting school leave - 8.5 days of leave to assist your children with the transition to school
• Up to 26 weeks' paid parental leave for primary carers (up to 4 weeks for secondary carers), and the ability to work part-time when returning to work
• 3 days' paid leave per year to participate in charity initiatives
• Discounted health insurance premiums
• Gym membership discounts
• Access to learning and development programs through LinkedIn Learning

Iress is committed to fostering a welcoming and inclusive culture. We strongly believe that diversity is what makes our teams and our products succeed. Our people have different experiences, skills, perspectives and beliefs and everyone's uniqueness is valued and celebrated.

Our hiring decisions are never based on sexual orientation, race, gender identity, religion, disability, citizenship, marital or family status and age. Even if you feel you don't meet all of the requirements of the role, we would still like to hear from you

We're also proud to be globally recognised as a WORK180 Endorsed Employer that promotes and supports all women in the workplace.

For more information about what we do, our people and values, please visit our website -

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Employment Type

Employee

Time Type

Full time