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Senior Manager, Digital Customer Experience, Ux/Cx Strategy and Customer Insights - Canada Consumer Solutions

  • Toronto, Canada
  • Marketing
  • Full time
  • J00137163

Synopsis of the role


Senior Manager, Digital Customer Experience and Platform is an omni-channel, ecommerce business leader whose primary focus is adding value through the customer lifecycle, while partnering with customer care and product. With a solid understanding of the digital marketing landscape, you have a proven history of developing customer experiences informed by analytics, research and insights and a history of digital best practices. You have experience with research vendors for digital design and broader customer insights. This position reports directly to the Line of Business Leader, Canadian Consumer Solutions (CCS).

You will develop and lead the implementation of our customer facing digital strategy, ranging from consumer facing functionality, our mobile offerings, and our omni-channel ecosystem. This role will contribute significantly across a range of organizational levels, from strategic planning to road-mapping to supporting and directly contributing to the execution of these efforts, the evaluation and continuous improvement of related performance metrics, and the ability to identify and leverage data-driven consumer insights. Ultimately your efforts will drive increased revenue and grow the member base. 

What You’ll Do 

  • Develop a shared vision of the digital and omni-channel strategy, including a constant evaluation of what consumer channels are and are not.

  • Drive the growth of our digital and self-service channels by partnering with Customer Care on their digital first strategy.

  • Identify customer self-service pain points and lead, in collaboration with other key parts of the organization, continuous improvement projects focused on their resolution.

  • Lead development of  wire frames to define and refine the customer experience on new and existing products, in collaboration with product managers 

  • Collaborate with internal teams – Operations, IT, Marketing, Compliance to identify opportunities to improve the self-service customer experience through UI/UX and operational process improvement.

  • Lead the synthesis of customer insights using omni-channel data, digital experience/design research, and primary/secondary research to support customer experience definition for new and existing products on the platform.

  • Partner with Operations, Performance Marketing, and the data teams to establish KPIs to track progress and performance against revenue goals.

What Experience you need  

  • 5-10 years of experience in a digital and/or customer relationship marketing strategy role, preferably in a digital direct marketing environment. Consumer and online/digital marketing experience is required including management of research vendors.

  • Experience developing and launching web sites and mobile apps, from design to production to experience optimization for at least 3 to 5 years 

  • In-depth understanding of  direct marketing, customer relationship marketing concepts, strategic frameworks, key metrics, and tactical approaches as relates to creative and media development, targeting, testing, and results analyses and “steward of best practices.” 

  • Ability to extract actionable insights from large data sets, create impactful visualizations, and tell compelling stories through data.. 

  • Solid "people management" skills; track record of excellent stakeholder and partner management, coaching others and managing external agency partners.

  • Decisive leader with ability to affect change through collaboration, interpersonal selling skills and marketing smarts

  • A minimum of 3 years of Financial services experience, preferably with exposure to retail customers and credit.

 What could set you apart 

  • Bilingual in English and French an asset


We offer comprehensive compensation and healthcare packages, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


Who is Equifax?

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. ​​​​​​​

We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.

Equifax is an Equal Opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, age, sex/gender, sexual orientation, gender identity or expression, service in the Armed Forces, protected veteran status, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.

For US Applicants

If you'd like more information on your EEO rights under the law, please view our EEO Policy StatementEEO is the Law Declarations, and Nondiscrimination Provision
If you need a reasonable accommodation to assist with your job search or applicant for employment, please contact us by sending an email to GTA@equifax.com. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying. 

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