Vice President, Customer Management & Engagement (Digital Products)

goeasy Ltd.; Mississauga; On-site; CAD 100,000 - 200,000; Full time

Job summary

An established industry player is seeking a visionary Vice President to transform customer engagement and management through innovative digital products. This senior leadership role involves developing strategies that enhance customer loyalty and satisfaction while overseeing the entire customer journey. You will lead cross-functional teams to optimize digital experiences and drive key performance metrics. If you are passionate about customer-centric strategies and have a proven track record in digital product management, this is your chance to make a significant impact in a high-growth environment focused on financial empowerment.

Qualifications

• 12+ years in customer management or digital product roles.
• Expertise in measurement frameworks like customer LTV.
• Strong leadership and communication skills.

Responsibilities

• Lead strategy for customer lifecycle and engagement.
• Own roadmap for digital products and enhance customer experience.
• Drive KPIs for customer satisfaction and retention.

Skills

Customer Management

Digital Product Development

Data Analysis

Leadership

Customer Experience Strategy

Education

Bachelor’s in Business

MBA

Tools

Analytics Tools

Digital Engagement Platforms

Job description

Join to apply for the Vice President, Customer Management & Engagement (Digital Products) role at goeasy Ltd.

Join one of Canada’s fastest-growing companies and be part of something extraordinary – welcome to goeasy! At goeasy, our people and culture are at the heart of everything we do, and we’re proud to be recognized for it. We’ve earned accolades such as Waterstone Canada’s Most Admired Corporate Cultures, Canada’s Top Growing Companies, and the TSX30. We’re also named a Greater Toronto Top Employer and a Great Place to Work. These reflect our commitment to an inclusive, high-performance culture where talent and innovation thrive.

As a leading alternative consumer lender in Canada, we help Canadians create a brighter future with products like non-prime leasing, unsecured and secured loans, and point-of-sale financing through easyhome, easyfinancial, and LendCare. If you seek a high-growth environment where your contributions matter, we want to hear from you! Join us to create a future of financial empowerment.

Role Overview

We’re looking for a visionary leader to revolutionize our customer experience. As Vice President, Customer Management & Engagement (Digital Products), you’ll drive strategy for the entire customer journey—lifecycle management, digital product development, and customer experience. Your focus will be on building loyalty, satisfaction, and growth through innovative solutions and insights.

Leading teams across digital engagement platforms (mobile app, online tools) and customer lifecycle strategy, you'll oversee initiatives such as Voice of Customer, NPS, and sentiment analysis. You’ll also develop customer segmentation strategies to deliver personalized experiences that benefit customers and the business.

This senior leadership role will influence how millions of Canadians interact with goeasy, turning every touchpoint into a meaningful connection.

Key Responsibilities

Customer Lifecycle & Engagement Strategy

• Lead enterprise strategy to deepen customer relationships throughout their lifecycle
• Develop and scale segmentation and lifecycle strategies
• Integrate frameworks into marketing, product, and personalization efforts
• Optimize onboarding, activation, engagement, and retention journeys
• Drive KPIs like adoption, usage, cross-sell, churn reduction, and loyalty

Digital Product Ownership

• Own strategy, roadmap, and performance for digital products (mobile app, online tools)
• Create intuitive digital experiences supporting self-service and satisfaction
• Use analytics and VOC insights for continuous improvement and growth

Customer Experience & Satisfaction

• Lead CX strategy across all channels
• Oversee CSAT, NPS, VOC programs to capture and apply feedback
• Partner cross-functionally to embed insights into design and delivery

Portfolio Growth & Customer-Centric Strategy

• Enhance usage, retention, and LTV through personalized, data-driven engagement
• Align customer needs with business goals using segmentation and analytics
• Ensure compliance with risk and financial frameworks

Leadership & Collaboration

• Lead cross-functional teams across lifecycle, CX, analytics, digital products
• Influence enterprise strategy and investment decisions
• Foster a culture of innovation, accountability, and customer empathy

Key Qualifications

• Bachelor’s in Business, Marketing, or related; MBA preferred
• 12+ years in customer management, digital product, or related fields, preferably in financial services or tech
• Expertise in measurement frameworks like customer LTV
• Deep experience in digital product management, including mobile apps
• Proven record of improving customer metrics and translating insights into strategy
• Strong leadership, communication, and influencing skills
• Data-driven with analytics experience to optimize performance

Internal Applicants

Please apply through the link and provide written endorsement from your current manager.

Diversity, Inclusion, And Equal Opportunity Employment

We believe everyone should bring their best selves to work. We are committed to an inclusive culture where everyone feels valued and can reach their potential. We provide accommodations upon request at any stage of the recruitment process, in accordance with Canadian legislation.

Additional Information

All candidates must pass a criminal background check, credit check, and experience validation. We thank all applicants; only those selected for an interview will be contacted.