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Senior Manager, Customer Experience (French Bilingual)

Neo Financial

Neo Financial

Customer Service
Calgary, AB, Canada
Posted on Wednesday, June 12, 2024

Come Build a Better Financial Future for all Canadians

At Neo, we’re building a more rewarding financial experience for all Canadians.

Life at a rapidly expanding tech startup is demanding, exhilarating, and not for everyone.

From world-class creative minds to brilliant engineers, it's high-performing people that make Neo a workplace with passion and purpose.

Since being founded in 2019, Neo has built incredible traction and is one of the fastest growing fintechs in Canada.

  • LinkedIn’s Top Startup in Canada for 2022 and 2023
  • Top-ranked mobile apps and credit cards
  • Canada’s top-rated credit card
  • Team of 700+ people
  • 1M+ customers in 3 years
  • 11K+ retail partners

High Performance at Neo

We recruit, hire, and build our company culture around these attributes:

Teamwork: We trust, respect, encourage, and show up for each other — through good times and hard. We’re on this mission not just for ourselves, but also for the people we work with — and ultimately, for our customers.

Ownership: We all have a stake in Neo’s success — so we go out of our way to do what needs to get done. We hold ourselves accountable to deliver on our commitments — to our customers, to our partners, and to our team. When we fall short, we find a way to do better in the future.

Professional Integrity: We’re asking millions of Canadians to trust us with their hard-earned money — so we hold ourselves (and each other) to the highest standards of integrity.

The Role:

The Customer Experience team ensures long-term, engaged customers who grow their use of our products year over year. They are a group of passionate problem solvers who are dedicated to providing customers with a truly exceptional experience, and they work cross-functionally to deliver the Neo Experience while building loyalty and engagement with both Neo and partner brands.
The Senior Manager of Customer Experience is ultimately responsible for the end-to-end journey that customers experience with Neo Financial. They are committed to identifying the tools, resources, and coaching needed to create a team of high performers. They are constantly raising the bar for our team, which in turn elevates the experience our customers receive.

What you’ll be doing:

  • You drive execution within the Customer Experience (CX) team by building clear, measurable goals with timelines to drive accountability
  • You’re a project manager of new CX initiatives - you lead execution against timelines and foster cross-functional accountability
  • You create measures of success for CX implementations, and identify additional changes required
  • You liaise with Neo’s Experience functions to ensure cohesive communication across all teams
  • You review real-time, weekly and monthly performance data of the CX team, and provide course-correcting coaching to ensure achievement of CX deliverables
  • You’re accountable to the performance of CX managers and their agents, and you support their development and ability to achieve desired business outcomes
  • You outline development opportunity areas for the leadership group as a whole and coach to those items
  • You’re a proactive leader who leverages performance data, draws actionable insights related to the business, implements recommended and measurable changes - all to improve long term business performance. Proactive to address future concerns
  • You lead the CX complaints process and report to internal and external stakeholders
  • You support acquisition, development and retention of Customer Experience team members

Who we are looking for:

  • Minimum of 5 years experience in leading leaders with demonstrated results
  • Minimum of 3 years experience in Contact Center or Financial Services functions
  • Track record of proven execution-based results
  • Strong analytical skills, turning data into actionable business insights that drive high levels of team execution
  • Demonstrable ability to communicate effectively up and down an organization
  • Ability to prioritize and manage multiple business critical tasks with pace
  • Customer-first mindset, ensuring a high degree of customer satisfaction
  • Takes a Hungry, Humble & Smart approach to all undertakings

Working at Neo

Joining Neo means betting on yourself and discovering your full potential. As individuals and as a team, we continually challenge ourselves and each other to do our best work. We’re making change happen at a rapid pace — providing endless opportunities to sharpen your skills, expand your knowledge, and find new solutions to complex problems. That means rapid career progression and constant learning opportunities.

The people who thrive at Neo are resourceful, relentless, and want to win. We hold ourselves to high standards, because we’re on a mission that matters — to transform financial services for the better. If that’s what you’re looking for, read on.

We trust, respect, and show up for each other. That means truthful conversations, frequent feedback, and working with people who push you to be your best. We’re evolving quickly as an organization, we work together in person, and the pace of progress isn’t for everyone. That’s why we’re looking for change-makers who love a challenge — who would rather blaze a trail through uncertainty than travel a well-paved road.

Our team members earn meaningful equity in the company through stock options — so Neo’s growth benefits everyone who helps make it happen. That also means taking on more responsibility than you may have had at your last job. We don’t get hung up on job titles or hierarchy — we’re focused on doing what it takes to accomplish our mission.

Check out these videos from our employees to learn more about Working at Neo.

Apply with Us

We believe in equal opportunity, and are committed to creating an inclusive climate where everyone can thrive. Customers trust us with their finances, so successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check.