Join to apply for the Senior Manager, Customer Insights role at Questrade Financial GroupJoin to apply for the Senior Manager, Customer Insights role at Questrade Financial GroupQuestrade Financial Group (QFG), through its companies - Questrade, Inc., Questrade Wealth Management Inc., Community Trust Company, ThinkInsure, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, insurance, real estate services, financial services and more. Questrade uses cutting-edge technologies to develop innovative products that give customers better, more affordable ways to take control of their money.We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of.This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, with a hybrid working environment you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at QFG.Help us build the future of Canadian FinTechQuestrade 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 YouA critical thinker and creative problem solver who sees opportunities where others see obstaclesA customer-first strategist with a focus on long-term wins over short-term gainsData-driven and intuitive, with a balanced approach to consumer insights and analyticsA proven leader who inspires teams to perform their best and deliver resultsAmbitious and results-oriented, skilled at balancing perfection with fast executionObsessed with customer experience and satisfactionExcited to explore current methods and tools for research and analysisProactive, positive, and aligned with Questrade's mission and valuesWhat You'll LeadDevelop 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 ourVoice of Customer (VoC) Program: Develop and enhanceTeam Leadership and DevelopmentLead and inspire the Customer Experience team and Product teams to deliver best-in-class customer experiences, setting goals and maintaining high NPS and CSAT scoresOwn and improve customer experience programs, turning feedback into actionable business insights and make sure the customer journey is smooth and rewardingDevelop 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 experienceDriving CX operations, identifying opportunities for automation and self-service to improve efficiencyCollaborating with the Marketing teams to refine the brand voice and advocate for a customer-first approachProvide data-driven feedback to influence product development and CX initiativesPresent weekly and monthly NPS data, incorporating social, app store reviews, Customer Service and Support (CSS), and survey response insights to guide decisionsFoster a collaborative, innovative, and results-oriented cultureDesign Digital Customer StrategiesCreate 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 BringWe 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 fieldMBA or equivalent experienceExperience with a FinTech is a bonus!At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us.Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review.Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.Seniority level Seniority level DirectorEmployment type Employment type Full-timeJob function Job function Marketing and SalesReferrals increase your chances of interviewing at Questrade Financial Group by 2xGet notified about new Customer Insights Manager jobs in North York, Ontario, Canada .Customer Insights Manager (Walmart & Giant Tiger) Associate Category & Shopper Insights Manager Market Research & Insights Senior Manager Sr. Manager, Loyalty Customer Analytics & Insights Director, Customer Success, Optimization-R-249383 Shopper Insights Manager - Shelving and Assortment Senior Manager, Strategy & Insights for Innovation Senior Manager, Loyalty Insights & Analytics - 18 Months Contract Manager, Business Insights - International Banking Mississauga, Ontario, Canada CA$85,000.00-CA$100,000.00 11 hours agoSenior Manager, Strategy & Insights for Innovation Senior Manager - Customer Success Management (Canada) Senior Manager, Loyalty Insights & Analytics - 18 Months Contract Insights Manager, Private Equity (Relocation to Montreal) Senior Manager, Reporting and Analytics - Tangerine Senior Manager - Insights Analytics and Risk Innovation Insights Senior Manager, Private Equity (Relocation to Montreal) Senior Manager, Data Analytics & Credit Strategy We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.#J-18808-Ljbffr

📌 Director, Ux Research - C$85,000 - C$100,000 A Year (Toronto)
🏢 Questrade Financial Group
📍 Toronto