Product Analyst, Customer Experience

CMLS Financial - Residential Mortgages; Vancouver; On-site; CAD 52,000 - 70,000; Full time

Job summary

A leading financial services company in Canada seeks a Product Analyst specializing in customer experience to enhance product features and ensure client satisfaction. The successful candidate will collaborate with developers, manage user requirements, and drive innovation while working in a dynamic and supportive environment. This role offers a competitive salary and numerous benefits, reflecting the company's commitment to fostering a positive workplace culture.

Benefits

Health and Wellness Spending Accounts

Paid vacation, sick days, and personal days

RRSP Matching Program

Maternity / Parental Leave Top Up Program

Discounted gym memberships

Hybrid work arrangements

Education reimbursement

Training and mentoring programs

Qualifications

• Minimum 2 years in product or customer-facing roles, preferably tech-related.
• Strong technology background with proficiency in Microsoft Office and UX tools.
• Experience with AI tools and prompt engineering is a plus.

Responsibilities

• Drive innovation by designing new product features.
• Collaborate with developers to improve customer experience.
• Gather user requirements and ensure execution of updates.

Skills

Communication

Problem Solving

Teamwork

Attention to Detail

Education

Bachelor's degree or equivalent experience

Tools

Figma

Microsoft Office

Job description

Join to apply for the Product Analyst, Customer Experience role at CMLS Financial - Residential Mortgages

Join to apply for the Product Analyst, Customer Experience role at CMLS Financial - Residential Mortgages

Job Details

Description

Product Analyst, Customer Experience

Vancouver, BC,

Salary Range: $52,000 - $70,000/yr

Working directly with our Commercial Software team, we’re looking for an experienced Product Analyst to assist in innovation and client requests. You are a proactive problem solver, who can juggle multiple projects and timelines simultaneously. Organized is an understatement. You love working with people and know how to identify and drive the outcomes they need.

About The Role

• You will drive innovation by designing and wireframing new product features and functionalities that enhance the user experience.
• You will collaborate closely with back-end and front-end developers
• You will work directly with users to gather requirements, define feature scopes, and ensure seamless execution of product updates.
• You will interact with clients though phone or email and champion great customer service in a fast-paced environment
• You will train, support, monitor client engagement and execute strategies to further develop existing client relationships.
• You will resolve issues by making timely, quality decisions or escalations.
• You will implement configuration changes to support client’s business needs
• You will learn and use programming logic and SQL queries to address reported issues.
• You will identify, reproduce, and document bugs for the development team.
• You will test new product features and functionality to ensure they meet customer needs.
• You will gain and maintain an expert understanding of Intellifi’s products as well as best practices for clients and customers.
  
  

This Role Is For You If You Have

• You have exceptional verbal and written communication skills
• You have experience with prompt engineering and various AI tools
• You have experience with Figma, PowerPoint, or other UX Design tools
• You have a minimum of 2 years professional experience in a product or customer facing role, ideally in a tech role or related department.
• You are passionate for driving value and delivering exceptional client experience.
• You have a strong technological background, with high proficiency in Microsoft Office, Microsoft Windows, etc. (prior experience in a SaaS and/or tech product environment considered an asset)
• You have a proactive mindset, able to think outside the box to employ creative problem solving and solutions.
• You are comfortable and confident leading 'in person' live online meetings and training sessions.
• You work well in a team and independently
• You have a strong attention to detail and time management
• You are self-motivated and self-managing
• Some past business-to-business sales or customer support experience would be a strong asset
  
  

Benefits And Perks

Some of the benefits we offer at Intellifi include:

• Health and Wellness Spending Accounts
• Health, Drug, Vision, and Dental benefits
• Paid vacation, sick days, and personal days (in addition to all civil and statutory holidays)
• RRSP Matching Program
• Maternity / Parental Leave Top Up Program
• Discounted gym memberships
• Travel assistance and EAP
• Business Casual dress code
• Company social events + sport teams
• Hybrid work arrangements
• Education reimbursement
• Training and mentoring programs
• And more!
  
  

Who are we?

Intellifi has been formed to provide end-to-end solutions for established and emerging lenders in both the residential and commercial space in Canada. By combining data, people, and technology, we meet all-time high consumer demands for faster, simpler solutions. By digitizing and democratizing technology, we ensure simplicity and usability for both our clients and their customers. As industry pioneers with decades of experience, we are passionate about spearheading innovative, creative digital solutions for the Canadian lending industry. Intellifi provides lenders with a selection of products and services from fully outsourced lending operations to niche technology that helps create efficiency in their loan management.

You will love working here

Employees tell us that they love that we strike the balance in creating an incredibly professional, yet dynamic and enjoyable corporate culture. We work in a fluid and fast-paced environment that is supportive of energetic and motivated individuals who pride themselves on being flexible and results-driven. Business is booming and that means that our employees are able to gain valuable exposure, have lots of learning opportunities, and truly impact the business. We are committed to providing our people with a challenging and rewarding career because our employees are what set us apart and we know it.

Equal Opportunity Employer

Intellifi is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations are available on request for candidates taking part in all aspects of the selection process by emailing [e-mail].

We want to hear from you!

If you are confident that you would be a strong asset to our team, submit both a cover letter and resume today! We thank all applicants for their time in applying, however we will only contact those selected for an interview. Consideration of applications will begin immediately and continue until the position is filled.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Research, Analyst, and Information Technology

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