Director, Customer Experience

Propel Holdings Inc.; Toronto; On-site; CAD 80,000 - 130,000; Full time

Job summary

An innovative fintech company is seeking a Director of Customer Experience to lead the user experience strategy. This role involves creating data-driven, user-centric experiences that enhance customer understanding of products and drive satisfaction. You will leverage advanced UX/UI principles, oversee user research, and collaborate with cross-functional teams to achieve measurable results. Join a vibrant organization that values entrepreneurial spirit and fosters growth, where your ideas will be heard and your contributions recognized. If you're passionate about customer-centric innovation and want to make a significant impact, this opportunity is for you.

Benefits

Growth and opportunity

Incredible company culture

Competitive salary and health benefits

Comprehensive vacation package

Group health and dental benefits

Group RRSP program

Support for new parents

Diverse and inclusive workplace

Qualifications

• 10+ years in user/customer experience roles, with 5+ years in leadership.
• Proven track record in customer experience strategies and analytics.

Responsibilities

• Develop and implement UX/UI strategy aligned with growth objectives.
• Lead user research to generate insights and improve customer experience.
• Manage and develop the customer experience team.

Skills

User Experience (UX)

Customer Experience (CX)

Leadership

Analytical Skills

Communication Skills

Collaboration

Education

Bachelor's Degree

Master's Degree (preferred)

Tools

NPS (Net Promoter Score)

CSAT (Customer Satisfaction Score)

Customer Journey Mapping

Job description

Join to apply for the Director, Customer Experience role at Propel Holdings.

About Us:

Propel (TSX: PRL) is the fintech company building a new world of financial opportunity by facilitating access to credit for consumers underserved by traditional financial institutions. Through its AI-driven platform, Propel evaluates customers in a more comprehensive way than traditional credit scores can. Our revolutionary fintech platform has already helped consumers access over one million loans and lines of credit and over one billion dollars in credit.

To build a new world of opportunity we bring together the brightest talent to help us build opportunities. We are entrepreneurs and believe in measuring success through results and growing within; talent and hard work never goes unnoticed. At Propel, we are here to change the way employees, customers and shareholders succeed together.

We are a team of passionate entrepreneurs, who foster curiosity and growth in our employees. Our culture is why we’ve been so successful and why our employees choose Propel to build their careers. It’s also why we’re one of North America’s fastest growing companies and a Best Place to Work.

Join us as we change the way employees, customers and shareholders succeed together.

About You:

As a fast-growing fintech, we stay true to our startup roots. You picture yourself within a vibrant and entrepreneurial organization where your ideas will be heard, and you have an opportunity to showcase your talent. You are motivated by goals, a self-starter and like to wear multiple hats.

You will lead the user and customer experience strategy that furthers our mission of credit inclusion across all our products. You are responsible for creating data-driven, user-centric experiences that guide users through their journey, deepen their understanding of the products offered on our fintech platform, and deliver on best-in-class user experience. This includes leveraging advanced UX/UI design principles, overseeing user research, and utilizing performance metrics to drive continuous improvement. The ideal candidate will have a strong technical background in UX/UI design, a passion for customer-centric innovation, and the ability to lead cross-functional teams to achieve measurable results.

Responsibilities:

• Develop and implement the company's UX/UI strategy that aligns to the company’s growth objectives and customer engagement goals.
• Oversee the customer experience across all digital touchpoints and in close coordination with all non-digital channels.
• Lead user research and insights to generate insights about customers’ motivations, feedback, and pain points to drive continuous improvement.
• Design, implement, measure and track customer satisfaction and loyalty.
• Partner with cross-functional teams, including marketing, product, and customer support, to identify opportunities to improve the customer experience.
• Develop and maintain customer journey maps to understand customer needs and pain points and identify opportunities for improvement.
• Develop and manage the customer experience team, including hiring, coaching, and development.
• Stay up-to-date with industry trends and best practices in customer experience and make recommendations for continuous improvement.
• Champion a customer-centric culture and provide training and support to teams across the organization to improve customer experience.

Requirements:

• 10+ years of experience in user experience or customer experience role, with at least 5 years in a leadership role.
• Proven track record of developing and implementing customer experience strategies that drive customer satisfaction and loyalty.
• Strong knowledge of customer feedback tools and technologies, including NPS, CSAT, and customer journey mapping.
• Excellent analytical skills and the ability to translate customer data into actionable insights.
• Strong leadership skills and experience managing and developing a team.
• Strong communication and collaboration skills, with the ability to partner effectively with cross-functional teams.
• Experience in financial services preferred but not necessary.

Benefits To Joining Propel:

• Growth and opportunity – we pride ourselves on promoting from within.
• Incredible company culture.
• Competitive salary and health benefits.
• Comprehensive vacation package.
• Group health and dental benefits.
• Group RRSP program.
• Support for new parents.
• Diverse and inclusive workplace.

Should you require accommodation throughout any stage of the recruitment and selection process, please specify your requirements when submitting your application and we will work with you to accommodate your needs.

We welcome and encourage applications from individuals from all groups, including aboriginal, women, visible minorities, and persons with disabilities, regardless of race, ethnicity, family status, national origin, age, people from gender and sexually diverse communities, and/or people with intersectional identities.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted. No agencies or phone calls.

Seniority level

Director

Employment type

Full-time

Job function

Other

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