Director of Customer Experience & AI Innovation

Fig; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

An innovative digital lender in Canada seeks a Senior Customer Experience Lead to enhance client operations. The role involves strategic leadership and mentoring a team while driving operational excellence through technology. Required are 7+ years in customer experience, strong analytical skills, and a passion for service. The ideal candidate thrives in fast-paced environments and emphasizes continuous improvement across customer touchpoints, contributing to the company's goals of simplifying borrowing for Canadians.

Benefits

Competitive compensation

Retirement savings program

Comprehensive medical, dental, and vision insurance

Generous time off

Parental top-up

Continuing education stipend

Qualifications

• 7+ years of experience in customer experience or related fields.
• 3+ years in a leadership role, preferably in tech or financial services.
• Strong analytical and communication skills.

Responsibilities

• Lead the customer experience team and develop strategic vision.
• Utilize data to improve satisfaction and retention metrics.
• Implement scalable processes to enhance customer experience.

Skills

Leadership

Customer experience

Data analysis

Problem-solving

Communication

Interpersonal skills

Tools

Freshdesk

Zendesk

Salesforce

Aircall

Job description

An innovative digital lender in Canada seeks a Senior Customer Experience Lead to enhance client operations. The role involves strategic leadership and mentoring a team while driving operational excellence through technology. Required are 7+ years in customer experience, strong analytical skills, and a passion for service. The ideal candidate thrives in fast-paced environments and emphasizes continuous improvement across customer touchpoints, contributing to the company's goals of simplifying borrowing for Canadians.