Director, Client Experience

Requisition ID :

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 Director of Client Experience, you will play a pivotal leadership role in shaping and delivering on a compelling client experience vision, strategy, and roadmap. The role requires a dynamic leader with a deep understanding of digital banking, a strong customer-first mindset, and a track record of driving transformational client experience initiatives.

In this role, you will :

• Experience Strategy & Vision : Develop and execute a comprehensive CX strategy and principles that align with the organization's goals and vision, ensuring a seamless and positive client experience across all touchpoints.
• Service Design & Optimization : Lead service design initiatives, overseeing the design and optimization of customer journeys, CX blueprints, utilizing data, testing, and feedback to continuously improve the customer experience.
• Leadership & Development : Build, lead, and mentor a high-performing CX team, fostering a culture of client advocacy and innovation. Empower team members across the organization with best practices, tools, and resources to deliver on best-in-class service experiences.
• Experience Measurement & Continuous Improvement : Establish and maintain CX OKRs, driving a culture of continuous improvement through deep measurement, analysis, and action based on client feedback and data insights.
• Prioritization & Execution : Lead and influence senior leadership to identify and align on the highest value CX opportunities to realize the strategic objectives of the organization. Balance short-term and long-term goals, and coordinate with key stakeholders to ensure clarity and alignment.
• Stakeholder Engagement & Advocacy : Champion a culture of client obsession, act as the voice of the client within the organization, influencing product roadmaps, operational processes, and strategic decisions. Stay ahead of evolving client needs and market trends.

Do you have the skills that will enable you to succeed in this role?

We'd love to work with you if you have :

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 uncomplicated. 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.

Location(s) : Canada : Ontario : Toronto

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.

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