Director, Customer Experience

Farber Group; Canada; Remote; CAD 90,000 - 120,000; Full time

Job summary

A reputable financial services firm in Canada is seeking a Director of Customer Experience to lead the transformation of customer journeys. This role involves developing innovative strategies that enhance customer satisfaction and engagement. The ideal candidate has over 10 years of experience in customer experience management and strong leadership skills. The position offers a remote working option and the chance to make a meaningful impact on clients' financial lives.

Benefits

Inclusive and diverse workplace

Employee recognition programs

Commitment to professional development

Qualifications

• 10+ years of progressive experience in customer experience, including at least 5 years in leadership.
• Proven success in driving digital modernization and CX transformation initiatives.
• Effective communication with stakeholders across all levels.

Responsibilities

• Hire, lead, coach, and motivate a growing CX team.
• Develop and execute a holistic customer experience strategy.
• Collaborate with various teams to design seamless customer experiences.

Skills

Customer experience management

Data analysis

Digital transformation

Project management

Leadership

Job description

Position: Director, Customer Experience

Location: Remote (Canada)
Industry: Financial Services
Department: Marketing
Employment Type: Permanent/Fulltime
Job ID #16749983

Company Information

Farber is one of Canada’s oldest, largest and most respected debt solution providers. We help Canadians get out of debt and start rebuilding their lives again. Established in 1979, Farber has almost 300 employees working across the country and has helped well over 100,000+ Canadians get out of debt.

And now, we’re embarking on our next stage of transformation & significant growth. To do that, we are hiring experienced, enthusiastic, motivated, innovative, and client-centric team members to play critical roles in helping us reach our ambitious goals.

Role Summary

We’re seeking a Director, Customer Experience to lead the transformation of our end-to-end customer journey across our digital and traditional channels. You will be the architect of our client's journey and the champion of their success. You will design and implement innovative strategies that elevate customer satisfaction, simplify interactions, reduce friction, increase engagement, and drive conversion in an increasingly digital and automated environment.

The ideal candidate will bring a blend of CX vision, customer-first thinking, digital innovation, and data-driven decision-making, shaping experiences based on a deep level of empathy, that delivers both an emotional human connection and measurable business outcomes.

You’ll be a key member of the marketing leadership team, influencing how we design, measure, and evolve the customer journey in a highly competitive landscape. Be part of a mission-driven company transforming the debt relief experience for millions. Shape a CX strategy that blends innovation, empathy, and measurable impact. Have the opportunity to lead meaningful change in Canadians’ financial lives through technology, service, and trust.

Key Responsibilities

• First and foremost, hire, lead, coach, and motivate a growing group of passionate, curious, and experienced team members, contractors, and vendor partners.
• Develop and execute a holistic customer experience strategy that aligns with digital transformation and business objectives.
• Lead a multidisciplinary CX team and partner with various teams and stakeholders across the organization to design seamless, omnichannel customer experiences.
• Collaborate with Sales, Client Marketing, Back Office, Customer Support, and Central Operations teams to embed CX principles into product development and service delivery.
• Modernize digital channels — including but not limited to web, app, mobile, and self-service — through customer journey mapping, UX optimization, and technology integration to drive adoption and enhance convenience, personalization, and engagement.
• Build and operationalize frameworks to gather and analyze customer insights through surveys, interviews, analytics, and voice-of-customer programs to identify friction points and opportunities for improvement.
• Serve as the voice of the customer in strategic planning, advocating for experience-driven design and continuous improvement.
• Measure and report on the business impact of CX initiatives, tying customer satisfaction to funnel performance and business ROI.
• 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.
• Build organizational rigor, foster a collaborative working environment, and model a positive team-first culture for your team and across the company.

Qualifications

• 10+ years of progressive experience in customer experience, including at least 5 years in leadership.
• Proven success driving digital modernization and CX transformation initiatives.
• Expertise in leveraging data, technology, and design thinking to improve the customer journey.
• Proven leadership skills in the ability to recruit, mentor, motivate, coach and develop employees.
• Strategic thinker, with a curious and creative mindset that values constant and ongoing learning.
• Effective communication with stakeholders across all levels, with the ability to simplify the complex, and bring data insights to life.
• A data-backed and results-driven mindset, adept at analyzing results, finding insights, and creating action plans to deliver ongoing improvements.
• Deep knowledge of customer/user research, segmentation, and behavioral analytics.
• Excellent project management skills with the ability to juggle multiple projects, manage through ambiguity effectively, fostering teamwork, open communication and improving collaboration.
• Exceptional eye for detail and great problem solving and decision-making skills.
• The energy and enthusiasm to inspire people around you and add to our fun spirited team.
• Strong track record of linking brand and customer experience to business outcomes such as revenue growth, customer retention, and cost-to-serve reduction.
• Experience leading cross-functional teams – both directly and indirectly - and managing external agencies/partners.

Our Culture at Farber

At Farber, we’re in the business of helping people—and this ethos extends not only to our clients, but to our employees, partners. We are committed to taking action and to deliver an inclusive, diverse, and equitable workplace that our staff experience every day. This commitment also shapes our culture, which is one of a kind and unique. We are proud to have a dedicated culture committee who organize events, and consists of staff volunteers, they hand out awards for recognition and support the many holidays in our community to celebrate our inclusive and diverse workforce at Farber.

Farber encourages applications from all qualified candidates who represent the diversity of Canada.

• If you require any accommodations throughout the recruitment process—including alternate interview formats, accessible materials, or any other accommodations, we encourage you to contact us at [e-mail].