Questrade

Help us build the future of Canadian FinTech

Questrade Financial Group (QFG) is hiring a Senior Manager to lead our Customer Insights team. The Senior Manager of Customer Insights will lead our efforts to deeply understand our customers, their behaviours, needs, and preferences. This role is crucial for driving customer-centric strategies and ensuring that the customer’s voice is at the forefront of our decision-making. The ideal candidate will be a strategic thinker with a strong analytical background, proven track record of mixed method approaches to customer research, exceptional communication skills, ability to collaborate with product teams, and a passion for uncovering actionable insights that drive business growth and enhance customer experience. We’re on a mission to help millions of Canadians achieve their financial goals by helping them take control of their financial destiny.

About you

• A critical thinker and creative problem solver who sees opportunities where others see obstacles
• A customer-first strategist with a focus on long-term wins over short-term gains
• Data-driven and intuitive, with a balanced approach to consumer insights and analytics
• A proven leader who inspires teams to perform their best and deliver results
• Ambitious and results-oriented, skilled at balancing perfection with fast execution
• Obsessed with customer experience and satisfaction
• Excited to explore new methods and tools for research and analysis
• Proactive, positive, and aligned with Questrade’s mission and values

What You’ll Lead

• Develop and Execute Customer Insights Strategy: Define and implement a comprehensive customer insights strategy that aligns with overall business objectives.
• Lead Research Initiatives: Oversee the design, execution, and analysis of a wide range of qualitative and quantitative research initiatives, including surveys, interviews, co-design workshops, and market research.
• Business Transformation: Drive research efforts into each business unit to influence and shape roadmaps and PI Planning.
• Data Analysis and Interpretation: Analyze complex data from various sources (e.g., customer feedback, CRM, web analytics, market research) to identify meaningful patterns, trends, and insights.
• Insight Communication and Storytelling: Translate data into compelling stories and actionable insights that are easily understood by stakeholders across the organization from Product to Engineering, to Marketing and senior leadership.
• Cross-Functional Collaboration: Find opportunities to partner with Marketing, Product, Sales, and Design, Customer Services, and Engineer teams to ensure that customer insights are integrated into business decisions, product development, and potential marketing campaigns.
• Customer Journey Mapping: Manage: Develop and maintain customer journey maps with key stakeholders to identify critical touchpoints, pain points, and opportunities to improve the customer experience. Our goal is to create journey maps for our
• Voice of Customer (VoC) Program: Develop and enhance
• Team Leadership and Development
• Lead and inspire the Customer Experience team and Product teams to deliver best-in-class customer experiences, setting goals and maintaining high NPS and CSAT scores
• Own and improve customer experience programs, turning feedback into actionable business insights and make sure the customer journey is smooth and rewarding
• Develop and execute strategies for a fully digital customer experience journey (balancing our web, desktop, and mobile experiences)
• Use data analytics to recommend improvements and optimize virtual touchpoints (AI, Live Chat, Email)
• Implement pilots to improve internal processes and ultimately enhance the customer experience
• Driving CX operations, identifying opportunities for automation and self-service to improve efficiency
• Collaborating with the Marketing teams to refine the brand voice and advocate for a customer-first approach
• Provide data-driven feedback to influence product development and CX initiatives
• Present weekly and monthly NPS data, incorporating social, app store reviews, Customer Service and Support (CSS), and survey response insights to guide decisions
• Foster a collaborative, innovative, and results-oriented culture

Design Digital Customer Strategies

• Create plans to improve customer satisfaction and make sure their journey is smooth and rewarding.
• Set goals (like customer satisfaction scores) to measure success.
• Implement digital customer experience strategies to collect and analyze customer interactions, feedback, and sentiment.
• Leverage AI analytics tools to rapidly analyze customer data and gain actionable insights that will inform changes and enhancements to our customer experience.

What You’ll Bring

We believe in the power of potential, not just qualifications. If you’re excited about this role but don’t meet every single requirement, we still want to hear from you! We value diverse skills and experiences, we encourage you to apply—let’s see what you bring to the table!

• Expertise in data analysis and translating insights into strategic recommendations and improvements to customer experiences.
• Familiarity with CX tools such as (but not limited to): Qualtrics, Medallia, Amplitude, Salesforce, Power BI.
• Exceptional collaboration and communication skills, with the ability to articulate rationales persuasively to diverse audiences and influence strategic decisions for delivering exceptional customer experiences.
• High emotional intelligence and the ability to inspire and develop teams.
• 8+ years of experience leading customer experience, with a track record of leading research initiatives and teams.
• Bachelor’s degree in Finance, Business, Marketing, or a related field
• MBA or equivalent experience
• Experience with a FinTech is a bonus!

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