Director, Client Experience Strategy & Innovation - Tangerine

Requisition ID: 188688

Tangerine is Canada's leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It's important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

As Canada's leading digital bank, Tangerine technology is at the heart of everything we do. We have redefined what digital banking is, and we continue to evolve to tackle any opportunity and face every challenge through progressive technology and the power of collaboration.

Do you like new challenges? Are you ready to reach new heights in your career and become part of an established disruptor? If so, come join us and help redefine the Canadian banking landscape!

What you will be doing:

As the Director of Client Experience Strategy and Innovation, you will be responsible for leading and overseeing the design and governance of our customer experiences - both today and in the future - with a focus on human-centered Design, digital first mindset, integrated care across all channels, hyperpersonalization and value-driven engagement. In addition, you will be responsible for conducting competitive analysis, customer research, client behavior analytics and trend analysis to build a strategy, vision, engagement plan and roadmap across all customer-facing channels to support prioritization and delivery of key initiatives.

Is this role right for you? In this role, you will:

• Lead development and execution of the Tangerine Voice of Customer, integrating client testing, client feedback, client behavior and design research, usability principles and best practices/competitive benchmarking.
• Identify opportunities to improve key metrics against industry benchmarks
• Engage employees to understand and empathize with Client feedback and provide support to Tangerine's Engagement Centre to deliver best in class Client Experiences
• Play a leadership role in Service Design research, decisions and delivery for Omnichannel (Digital + Engagement Centre) Client experiences, including trend analysis to identify opportunities.
• Oversee the Client Experience strategy and delivery process for all Client-facing channels, including conducting research and trend analysis to identify opportunities, developing key business strategies, prioritizing strategic initiatives, and overseeing creation and delivery of roadmap
• Lead measurement of Tangerine's Client Experience including internal real-time NPS, competitive NPS, J.D.Power and other external benchmarks on an ongoing basis.
• Oversee monthly, quarterly and year-end reporting, including trend analysis, insights, client and employee feedback and actions to close gaps, to drive a deep understanding of results, accountability and ensure proper support is in place to deliver
• Create an innovative program to build customer loyalty through WOW experiences and Surprise and Delight for clients and employees.

Do you have the skills that will enable you to succeed in this role? - We'd love to work with you if you have:

• A minimum of 10+ years in a Service Design or Customer Experience strategy role including 3+ years developing a Voice of the Customer function.
• Masters or Bachelor Degree in Human Factors, HCI, Design or related fields (or equivalent work experience).
• Ability to communicate using rapid visual design techniques.
• A demonstrable portfolio of work (professional and personal) which showcases the projects you have worked on and includes examples of your story-telling skills, from low-fidelity sketches through to detailed designs.
• A demonstrable history of applying design thinking tenants and user centered design principles to challenges at work or in everyday life.
• Ability to plot and map a user journey from product discovery through enrollment, down multiple engagement routes and through to journey completion.
• Proven track record in strategy development, including in-depth experience and demonstrated success in leading multi-disciplinary initiatives of varying sizes and complexity, efficiently and effectively, ensuring all elements of change are considered, understood and managed
• Ability to take calculated, enterprising risks supported by clear rationale (eg. industry trends, competitive research and positive cost/benefit analysis)
• Background in Fintech or other financial related product fields.

What's in it for you?

• You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success!
• You will have access to thousands of online and in person courses so you can shape your career growth with the support from diverse industry leaders.
• You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits*.
• You belong here, we are equal and un-complicated. Bring your true self to work, dress codes don't apply here.
• You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.

*Tangerine employees participate in Scotiabank's pension & benefits programs (available to permanent employees)

#LI-Hybrid

Location(s): Canada : Ontario : Toronto || Canada : Ontario : North York

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.