Requisition ID: 99464
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.
At Tangerine, our purpose is to deliver best in class banking solutions to Canadians. We take a hands-on approach to challenges and always seek out opportunities to improve. Building a career at Tangerine is more than just a job; we are committed to making a difference in the lives of Canadians.
Who said that you have to hide your personality to deliver business results? We certainly do not, and that is what has made Tangerine a success. Come be a part of our collaborative, energetic and passionate client-centric team and continue to drive Forward Banking solutions for all Canadians.
Role Purpose:
Provides strategic direction, leadership and oversight for Tangerine’s award-winning Client Experience and the Voice of the Customer.
The Director, Client Experience and Voice of Customer reports directly to the Chief Customer Officer (CCO). The Director is responsible for working across the business and with Clients to develop Tangerine’s Client Experience Strategy across all channels and Client interactions. This role works to ensure Tangerine is constantly evaluating the Client Experience and pushing to take it to the next level. This role will understand Tangerine Clients’ needs inside and out, ensure Tangerine is meeting and exceeding on their expectations, and creating new value for Clients and delivering banking in ways that Canadians didn’t even realize was possible. This role will also lead Tangerine’s Voice of the Customer program and build monitoring and metrics to deliver a step change in banking.
Is this Role right for You?
- Works across the business and Clients to lead the development and execution of the Tangerine Voice of Customer, Client Experience Strategy, Vision and Roadmap across all Client-facing channels.
- Leads the development of ethnographic Client research, best practices/competitive intelligence, Client journey mapping and process documentation for all Client facing touch-points.
- Acts as a true champion for Tangerine’s Client Experience, Client-first mindset and Client Experience Principles. Contributes to defining the Client Experience of tomorrow.
- Supports Tangerine’s Client-centric culture and Tangerine’s Employee Ambassador Program.
- Manages Tangerine’s Client Labs, which ensures Clients are engaged at pivotal, strategic moments to understand Clients’ needs and to engage Clients to provide Tangerine with feedback on innovations to the Client Experience.
- Leads the measurement of Tangerine’s Client Experience including the internal real-time NPS, competitive NPS and other external benchmarks on an ongoing basis.
- Manages the Medallia system and dashboards.
- Provides service design support for all Product, Channel and Operational Agile squads.
- Provides strategic direction and guidance the Agile Squad responsible for delivering on Client Experience improvements as well as surprise and delight moments of truth.
- Engages employees to understand and empathize with Client feedback through various forums including Tangerine Client Listening Sessions, the Medallia Voices App and various reports/ dashboards. strategic alliances with internal and external partners and other stakeholders, as required.
- Oversees the budgeting process and assumes on-going accountability for operational expenses related to Service Design.
- Leads, coaches and develops teams, bringing energy and passion for the business.
- Conducts performance assessments with reports at least semi-annually.
- Directs day-to-day activities in a manner consistent with the Bank’s risk culture and the relevant risk appetite statement and limits.
- Communicates the Bank’s risk culture and risk appetite statement throughout their teams.
- Creates an environment in which his/her team pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
- Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and, managing succession and development planning for the team.
Skills you need to Succeed?
- University Degree or equivalent experience
- 8+ years in a customer experience strategy role
- 3+ years developing a voice of the customer function
- Experience applying Design Thinking concepts to solve business problems
- Experience with customer facilitation and workshops
- Exposure to Agile delivery and retail digital services would be an asset.
What’s in it for you.
- You’ll be part of a diverse, collaborative, innovative, and high-performing team
- We offer a competitive rewards package
- Performance bonus, Share Ownership Program, and Pension Plan Matching
- Health Benefits from day one!
- Office perks: free healthy snacks (chocolate is healthy, right?) subsidized on-site cafeteria and parking
- You will enjoy work life balance, team events, and opportunities to volunteer in the community.
- Your career matters! You will have access to career development and progression opportunities.
Location(s): 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.
