Team Manager Customer Experience Investly

fil; Toronto; On-site; CAD 105,000 - 129,000; Full time

Benefits offered by this job

Flexible working arrangements

Health benefits

Parental leave top-up

Home office equipment stipend

Volunteer time off

Job summary

Fidelity is seeking a Team Manager, Customer Experience (CX) Investly in Toronto to build and scale the CX function within the Digital Product Development team. You will create end-to-end customer service processes, training materials, and documentation while gathering insights to improve the customer journey.

The role requires adaptability, strong analytical skills, and the ability to coordinate with diverse stakeholders across a fast-paced environment.

Qualifications

• 3+ years of work experience in financial services in back-office, sales, or client support.
• University degree or equivalent work experience.
• Experience in metrics and data-driven organizations.
• Experience in client-facing roles.

Responsibilities

• Drive Product Adoption by engaging users and addressing questions to remove barriers to adoption.
• Help clients onboard and start using the application quickly.
• Engage with SMEs daily to assign and resolve customer issues.
• Build the Customer Experience function with CX processes across onboarding, engagement, and retention.
• Set and track product support success metrics.
• Gather and prioritize client feedback to drive product improvement.
• Build and lead a high-performing team aligned with Fidelity's values.

Skills

Critical thinking

Organizational skills

Leadership

Communication

Digital tools proficiency

Education

University degree or equivalent

Tools

CRM software

Data analysis tools

Job description

Job Description

Please note:

Current work authorization for Canada is required for all openings

This is a regular, full-time role

You will be working on a Hybrid work schedule

The work location for this role is 483 Bay Street in Toronto until approximately late 2026 when the work location will change to the new Mississauga office at 3 Robert Speck Parkway.

Who We Are

At Fidelity, we've been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services - and we're constantly seeking to find new and better ways to help our clients. As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future.

Working with us means you'll have a wide range of opportunities to grow and develop your career in an inclusive environment where you'll feel valued and supported to be your best - both personally and expertly.

What You Will Do

The Team Manager, Customer Experience (CX) Investly will partner with the Digital Product Development (DPD) team and the organization at large to build out the CX function while driving product adoption and engagement with customers. This role will have the opportunity to build and maintain end-to-end customer service processes and support documentation while being the conduit of providing customer feedback and insights to the DPD team. The role will also be responsible for building out the function as the team grows while being in-charge of developing training/onboarding materials for new members.

To succeed this person will be adaptable, commercially focused, highly analytical, and tech savvy - with the ability to coordinate with and influence a wide range of stakeholders. It is a hands-on role focused on achieving business objectives and KPIs while delivering an exciting customer experience.

Key Responsibilities

• Drive Product Adoption Interact virtually with users to address industry and product related questions to remove any barriers limiting product adoption
• Support clients to onboard and begin using application as quickly as possible
• Engage with SMEs on a daily basis to assign and resolve in-coming customer issues in a time bound environment
• Build the Customer Experience Function Develop CX processes to optimize client journey across onboarding, engagement, and retention
• Setting and tracking product support success metrics
• Drive product improvement by collecting and prioritizing client feedback
• Build and lead a high-performing team that aligns with Fidelity's values and that collaborates well in cross-functional environments

What We Are Looking For

• Strong critical thinking and problem-solving skills
• Strong organizational skills
• Excellent communication and leadership skills, both written and oral
• The ability to remain positive and professional in high-pressure, challenging customer situations
• Deep proficiency in using diverse digital tools required

What You Will Bring

• 3+ years of work experience in financial services in back-office, sales, or client support required.
• University degree, or equivalent work experience required
• 1 year of coaching, training, managing, and mentoring people is preferred
• Experience in working metrics and data-driven organizations required
• Experience in client-facing roles required
• Experience in digital products is preferred

Total Rewards That Reflect Your Impact

We believe exceptional work deserves exceptional recognition. That's why we offer a competitive compensation package designed to support your success today-and your financial well-being tomorrow.

For this role, your total rewards include:

• Base Salary and Discretionary Performance Bonus : Total annual cash compensation ( base salary plus target bonus ) ranges from $105,000 to $129,000 , based on your experience and qualifications.
• RRSP Contribution : After 6 months of employment, we invest in your future with an RRSP contribution-no employee matching required.
• We're proud to offer a compensation package that aligns with provincial pay transparency requirements .

Some of the ways we will help you feel valued and supported as part of our team:

• Flexible working arrangements.
• Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you.
• Comprehensive health benefits that start on your first day, with 100% employer-paid premiums, which include up to $5,000 annually for mental health services and therapy.
• Parental leave top-up to 100% of your salary for a period of 25 weeks.
• Up to $650 for home office equipment.
• Generous time off policy, including two paid days annually to volunteer at