Client Experience, Lead

Client Experience, Lead

At Interac, we design and deliver products and solutions that give Canadians control over their money so they can get more out of life. But that’s not all. Whether we’re leading real-time money movement, driving innovative commerce solutions like open payments for transit systems, or making advancements in new areas like verification and open banking, we are playing a key role in shaping the future of the digital economy in Canada.

Want to make a lasting impact amongst a community of creative thinkers, problem solvers, technical gurus and high-performance application developers? We want to hear from you.
 

As the Client Experience, Lead you will play a critical role within the Client Strategy team under the Chief Client Office, driving the enhancement of Interac’s Customer Experience Program (CXP). Your primary focus will be on enhancing and managing inner and outer feedback loops, overseeing the onboarding and optimization of a customer experience management platform, establishing client journeys, and ensuring that Interac’s client satisfaction score (CSAT) is consistently measured and improved. You will ensure insights from the CXP inform key business and product decisions to elevate overall client experience.

You'll be responsible for:

• Lead the management and continuous optimization of Interac’s Customer Experience Program (CXP), including the deployment and adoption of supporting technology platforms.

• Manage internal and external feedback loops, ensuring actionable insights are captured from clients and integrated into business and product decisions.

• Oversee the measurement, analysis, and reporting of client satisfaction metrics, including CSAT, ensuring they align with corporate objectives and are shared with the Senior Leadership Team and Executive Committee on a regular basis.

• Own the design and refinement of client journeys, identifying key moments of truth to inform event-based surveys and uncover opportunities for improvement. 

• Collaborate with key stakeholders and manage a CXP Squad to ensure alignment of the CXP with business growth initiatives and OKRs. Facilitate regular feedback sharing and capture action plans across teams, fostering strong communication and accountability for client experience improvements.

• Develop and execute onboarding and engagement plans for the CXP platform to ensure its effective use across the organization.

• Present insights and recommendations on customer experience improvements to leadership, driving initiatives that enhance overall client satisfaction and business outcomes. 

You bring:

• 7+ years of experience in customer experience, including the management of customer feedback programs and satisfaction metrics (CSAT, NPS, etc.).

• Proven success in optimizing customer journeys, improving client satisfaction, and integrating insights into business decisions.

• Experience in implementing and managing technology platforms (i.e. Qualtrics, Medallia) that support customer experience initiatives.

• Strong analytical skills with the ability to translate client feedback into actionable insights.

• Exceptional storytelling and collaboration skills, with experience working with cross-functional teams.

• Experience in the payments or financial services industry is an asset.

• Eligibility to work for Interac Corp. in Canada in a full-time capacity.

Interac requires employees to complete a background check that is completed by one of our service providers.  We use this service to complete the following checks:

• Canadian criminal record check;
• Public safety verification;
• Canadian ID cross-check;
• 5-year employment verification;
• Education verification; and
• If applicable, Credit Inquiry and Social Media Check

How we work
We know that exceptional people have great ideas and are passionate about their work.  Our culture encourages excellence and actively rewards contributions with:
Connection: You’re surrounded by talented people every day who are driven by their passion of a common goal.
Core Values:  They define us. Living them helps us be the best at what we do.
Compensation & Benefits: Pay is driven by individual and corporate performance and we provide a multitude of benefits and perks.
Education: To ensure you are the best at what you do we invest in you

Please be aware of certain individuals fraudulently using Interac Corp.’s name and logo to offer fictitious employment opportunities. Interac Corp. will never ask, solicit, nor accept any monies in exchange for employment opportunities. Any such offers of employment are fraudulent and invalid, and you are strongly advised to exercise great caution and disregard such offers and invitations.

Please note that under no circumstances shall Interac Corp. be held liable or responsible for any claims, losses, damages, expenses, or other inconveniences resulting from or in any way connected to the actions of individuals performing such fraud. Further, such fraudulent communication shall not be treated as any kind of offer or representation by Interac Corp. or its subsidiaries and affiliates.