Head of Customer Experience

@ Iress

Overview

See yourself being part of a large, transformational change? At Iress, we make things happen. We believe technology should help people perform better every day. Since 1993, over 10,000 businesses and 500,000 people have trusted our software across financial services worldwide.

Role Summary

As the Head of Customer Experience, you are the architect of our client's journey and the champion of their success within the Canadian Leadership Team. You will lead a high-performing team across Product Support, Account Management, and Client Operations to ensure exceptional client interactions and drive operational excellence.

Main Responsibilities

• Develop and execute a comprehensive client experience strategy.
• Lead, mentor, and manage a team of specialists and account managers.
• Oversee daily operations ensuring timely resolution of client inquiries.
• Manage high-severity issues and act as an escalation point.
• Collaborate with Sales, Product, and Engineering to improve service quality.

Key Metrics & Initiatives

Focus on key performance indicators such as Net Promoter Score (NPS), revenue forecasting, and team performance metrics. You will be involved in developing training, support documentation, and enhancing overall client communication.

What You Will Bring

• Proven leadership and strategic experience in customer support.
• Knowledge of the Securities Industry and trading infrastructure.
• Excellent people, communication, influencing, and negotiation skills.
• Adeptness in working under pressure and meeting tight deadlines.

Why Work With Us?

Iress offers hybrid working, additional paid leave, referral bonuses, discounted benefits, and many more perks. We value diversity and celebrate the uniqueness of every team member.

Key skills/competency

• Customer Experience
• Leadership
• Strategy
• Client Support
• Operational Excellence
• Escalation Management
• Team Management
• Financial Services
• Negotiation
• Process Improvement