Senior Manager, Customer Experience

CFMWS. A job with purpose. Our 4000+ person strong organization champions a healthy, fun, creative and active lifestyle for Canadian Armed Forces members, Veterans and their families. Help us deliver a variety of recreation and fitness programs, offer family support, organize charity events and make sure our members access retail, travel and banking discounts and customized financial services. At Canadian Forces Morale and Welfare Services (CFMWS), we love what we do. And we live it too.

A full suite of financial solutions, tailored to the realities of our Canadian Armed Forces Members and their families, is offered through the SISIP Financial division within CFMWS. In addition to conventional insurance, investment and financial advice products and services, we pride ourselves in delivering preventative financial education and, where required, counselling, to support our members’ financial wellbeing. At SISIP, we keep our members at the center of everything we do. Our ultimate target is the right solution at the right time for our members, and our commission-free environment reinforces this. As a social enterprise, the profits we make help fund programs within the Canadian Armed Forces (CAF) community to benefit members and their families.

SISIP Financial services are available to Canadian Armed Forces Members both virtually and in-person. We have 23 offices located in CAF communities across Canada. Our national office is located in Ottawa.

SISIP Financial is seeking a highly motivated and experienced Senior Manager, Customer Experience to lead our efforts in delivering exceptional financial services to members of the Canadian Armed Forces, veterans and their families. In this role, you will be responsible for driving customer satisfaction through comprehensive voice of customer programming. Your proficiency in data analysis and interpretation, coupled with your expertise in customer analytics tools and journey mapping, will enable you to derive actionable insights and implement improvements that enhance the overall customer experience. As a key leader, you will collaborate cross-functionally, leveraging your strong facilitation and influence skills to drive initiatives from inception to implementation that integrate digital channels and platforms, ensuring a seamless omni-channel experience.

The ideal candidate will have a proven track record in customer experience management within the financial services industry, with substantial experience in a managerial or leadership capacity. You will demonstrate a high level of empathy and emotional intelligence, enabling you to understand and address customer needs effectively. Exceptional presentation and communication skills are essential, as you will be expected to articulate complex concepts and insights to diverse stakeholders. As a change leader, you will champion innovative approaches to customer engagement and service delivery, fostering a culture of continuous improvement and excellence. If you are passionate about making a tangible impact on customer satisfaction and loyalty, we invite you to apply to join our dynamic team at SISIP Financial.

Education, Certifications and Licenses

Bachelor’s degree in Marketing, Business Administration, Commerce, or a related field AND some years experience in segmentation, market research, customer profile development and customer data analysis or a related field

Experience

Of trends and developments of segmentation

Of personnel administration

In project management

In planning, preparing and conducting training and presentations

In delivering or organizing segmentation activities

In providing advice and guidance

In business and data analysis

In budget administration

In drafting, editing, and interpreting policies and procedures

Competencies

Client focus, organizational knowledge, communication, innovation, teamwork and leadership.

Lead the planning and execution of segment strategies through the delivery of nationally scoped programs.

Research, develop and manage strategies, activities, and programs for improving member experience including but not limited to national campaigns.

Research segments, including the identification and documentation of key pain points, trends and opportunities to optimize financial programs.

Collaborate with data management, reporting and analytics teams and regional sales leaders, to develop initiatives and segmentation approaches to provide greater value to clients and members of the Canadian Armed Forces (CAF).

Create mechanisms to review and scan demographics; levels of wealth; product and channel usage; geography; acquisition/attrition; beliefs and behaviors.

Monitor campaign results against plan objectives and ensure post analyses are completed to apply learnings to inform future decisions

Prepare, review and draft reports, briefing notes, responses to enquiries, and other correspondence, and make recommendations for action.

Develop, prepare and deliver presentations, responses to inquiries, briefing materials, financial reports, making recommendations, as required.

Language Requirement:

Bilingual (English and French) Essential

Reading: Advanced

Writing: Functional

Oral: Advanced

Start Date: July 8, 2024

This is a hybrid position with an assigned work location allowing the employee to work partly from a corporate office and partly from a home office in accordance with the CFMWS Flexible Work Options Policy, and with approval from the direct manager.

Relocation benefits will not be provided.

Salary plus Employee Performance Program.

The selection process will be done virtually.

Health Benefits: Drug coverage, healthcare spending account, virtual care (telemedicine), Employee and Family Assistance Program, mental health support, travel insurance, dental, vision, life insurance, disability insurance and accidental death and dismemberment coverage.

Work Life Balance: A wide range of paid/unpaid leave, including paid vacation, family related leave and personal days.

Retirement Planning: A Defined Benefit Pension Plan and Group Savings Plans.

Learning and Development: Tuition Assistance Program and Advanced Learning Program, payment of professional association memberships, online learning opportunities and second language training.

Perks: Discounts through CF One Member Appreciation.

CFMWS is committed to providing an inclusive, equitable and accessible environment, where all employees feel valued, respected and supported. We welcome applications from all qualified candidates who can help us build a workforce that reflects the diversity of Canadian society. Workplace accommodation measures are available to all candidates identifying a need during the selection process.