Client Experience, Lead

Interac Corp.; Old Toronto; On-site; CAD 70,000 - 110,000; Full time

Job summary

Join a forward-thinking company as a Client Experience Lead, where your expertise will drive the enhancement of the Customer Experience Program. This role is pivotal in managing feedback loops, optimizing client journeys, and ensuring client satisfaction metrics are consistently improved. Collaborate with talented professionals and contribute to impactful business decisions that elevate the overall client experience. With a commitment to innovation and excellence, this opportunity allows you to make a significant impact in the digital economy of Canada, all while being rewarded for your contributions and growth.

Benefits

Talented team environment

Performance-driven compensation

Comprehensive benefits package

Investment in employee education

Qualifications

• 7+ years of experience in customer experience and feedback management.
• Strong analytical skills to translate feedback into actionable insights.

Responsibilities

• Lead and optimize the Customer Experience Program at Interac.
• Oversee client satisfaction metrics and ensure alignment with corporate objectives.

Skills

Customer Experience Management

Data Analysis

Cross-functional Collaboration

Client Feedback Programs

Technology Platform Management

Storytelling

Education

Bachelor's Degree

Relevant Certifications

Tools

Qualtrics

Medallia

Job description

At Interac, we design and deliver products and solutions that give Canadians control over their money so they can get more out of life. But that’s not all. Whether we’re leading real-time money movement, driving innovative commerce solutions like open payments for transit systems, or making advancements in new areas like verification and open banking, we are playing a key role in shaping the future of the digital economy in Canada.

Want to make a lasting impact amongst a community of creative thinkers, problem solvers, technical gurus and high-performance application developers? We want to hear from you.

As the Client Experience Lead, you will play a critical role within the Client Strategy team under the Chief Client Office, driving the enhancement of Interac’s Customer Experience Program (CXP). Your primary focus will be on enhancing and managing inner and outer feedback loops, overseeing the onboarding and optimization of a customer experience management platform, establishing client journeys, and ensuring that Interac’s client satisfaction score (CSAT) is consistently measured and improved. You will ensure insights from the CXP inform key business and product decisions to elevate overall client experience.

You'll be responsible for:

1. Lead the management and continuous optimization of Interac’s Customer Experience Program (CXP), including the deployment and adoption of supporting technology platforms.
2. Manage internal and external feedback loops, ensuring actionable insights are captured from clients and integrated into business and product decisions.
3. Oversee the measurement, analysis, and reporting of client satisfaction metrics, including CSAT, ensuring they align with corporate objectives and are shared with the Senior Leadership Team and Executive Committee on a regular basis.
4. Own the design and refinement of client journeys, identifying key moments of truth to inform event-based surveys and uncover opportunities for improvement.
5. Collaborate with key stakeholders and manage a CXP Squad to ensure alignment of the CXP with business growth initiatives and OKRs. Facilitate regular feedback sharing and capture action plans across teams, fostering strong communication and accountability for client experience improvements.
6. Develop and execute onboarding and engagement plans for the CXP platform to ensure its effective use across the organization.
7. Present insights and recommendations on customer experience improvements to leadership, driving initiatives that enhance overall client satisfaction and business outcomes.

You bring:

1. 7+ years of experience in customer experience, including the management of customer feedback programs and satisfaction metrics (CSAT, NPS, etc.).
2. Proven success in optimizing customer journeys, improving client satisfaction, and integrating insights into business decisions.
3. Experience in implementing and managing technology platforms (i.e. Qualtrics, Medallia) that support customer experience initiatives.
4. Strong analytical skills with the ability to translate client feedback into actionable insights.
5. Exceptional storytelling and collaboration skills, with experience working with cross-functional teams.
6. Experience in the payments or financial services industry is an asset.
7. Eligibility to work for Interac Corp. in Canada in a full-time capacity.

How we work
We know that exceptional people have great ideas and are passionate about their work. Our culture encourages excellence and actively rewards contributions with:

1. Connection: You’re surrounded by talented people every day who are driven by their passion of a common goal.
2. Core Values: They define us. Living them helps us be the best at what we do.
3. Compensation & Benefits: Pay is driven by individual and corporate performance and we provide a multitude of benefits and perks.
4. Education: To ensure you are the best at what you do we invest in you.