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Director, Customer Experience

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FARBER

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Location:
Canada

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Salary:

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Job Description:

We’re seeking a Director, Customer Experience to lead the transformation of our end-to-end customer journey across our digital and traditional channels. You will be the architect of our client's journey and the champion of their success. You will design and implement innovative strategies that elevate customer satisfaction, simplify interactions, reduce friction, increase engagement, and drive conversion in an increasingly digital and automated environment. The ideal candidate will bring a blend of CX vision, customer-first thinking, digital innovation, and data-driven decision-making, shaping experiences based on a deep level of empathy, that delivers both an emotional human connection and measurable business outcomes. You’ll be a key member of the marketing leadership team, influencing how we design, measure, and evolve the customer journey in a highly competitive landscape. Be part of a mission-driven company transforming the debt relief experience for millions. Shape a CX strategy that blends innovation, empathy, and measurable impact. Have the opportunity to lead meaningful change in Canadians’ financial lives through technology, service, and trust.

Job Responsibility:

  • First and foremost, hire, lead, coach, and motivate a growing group of passionate, curious, and experienced team members, contractors, and vendor partners
  • Develop and execute a holistic customer experience strategy that aligns with digital transformation and business objectives
  • Lead a multidisciplinary CX team and partner with various teams and stakeholders across the organization to design seamless, omnichannel customer experiences
  • Collaborate with Sales, Client Marketing, Back Office, Customer Support, and Central Operations teams to embed CX principles into product development and service delivery
  • Modernize digital channels — including but not limited to web, app, mobile, and self-service — through customer journey mapping, UX optimization, and technology integration to drive adoption and enhance convenience, personalization, and engagement
  • Build and operationalize frameworks to gather and analyze customer insights through surveys, interviews, analytics, and voice-of-customer programs to identify friction points and opportunities for improvement
  • Serve as the voice of the customer in strategic planning, advocating for experience-driven design and continuous improvement
  • Measure and report on the business impact of CX initiatives, tying customer satisfaction to funnel performance and business ROI
  • Create and maintain customer journey maps, personas, and service blueprints to identify friction points and opportunities for improvement
  • Lead CX/UX design initiatives, including wireframes, prototypes, and usability testing to enhance user experience
  • Build organizational rigor, foster a collaborative working environment, and model a positive team-first culture for your team and across the company

Requirements:

  • 10+ years of progressive experience in customer experience, including at least 5 years in leadership
  • Proven success driving digital modernization and CX transformation initiatives
  • Expertise in leveraging data, technology, and design thinking to improve the customer journey
  • Proven leadership skills in the ability to recruit, mentor, motivate, coach and develop employees
  • Strategic thinker, with a curious and creative mindset that values constant and ongoing learning
  • Effective communication with stakeholders across all levels, with the ability to simplify the complex, and bring data insights to life
  • A data-backed and results-driven mindset, adept at analyzing results, finding insights, and creating action plans to deliver ongoing improvements
  • Deep knowledge of customer/user research, segmentation, and behavioral analytics
  • Excellent project management skills with the ability to juggle multiple projects, manage through ambiguity effectively, fostering teamwork, open communication and improving collaboration
  • Exceptional eye for detail and great problem solving and decision-making skills
  • The energy and enthusiasm to inspire people around you and add to our fun spirited team
  • Strong track record of linking brand and customer experience to business outcomes such as revenue growth, customer retention, and cost-to-serve reduction
  • Experience leading cross-functional teams – both directly and indirectly - and managing external agencies/partners

Additional Information:

Job Posted:
December 08, 2025

Employment Type:
Fulltime
Work Type:
Remote work
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