Director of Customer Experience

About Fig

Fig is an innovative digital lender dedicated to simplifying the borrowing process for people across Canada. With a user-friendly online platform, loan applications and approvals can be finished in just a few minutes, making the lending experience more efficient and accessible for Canadians. Supported by the reputable Fairstone Bank, Fig is in a unique position to blend the benefits of extensive lending experience with the agility of a start-up. This combination allows the company to effectively meet the credit needs of Canadians from various financial backgrounds.

The Role

This is a unique and exciting opportunity to lead our client experience operations at Fig. As a key member of the Operations leadership team, you will leverage your strategic vision, analytical expertise, and passion for customer service to not only elevate customer satisfaction but also to drive operational excellence across the organization. Your role will be pivotal in shaping the future of how we serve our customers, ensuring that Fig continues to simplify borrowing for Canadians with best-in-class customer experiences.

What you’ll do

• Strategic Leadership: Develop and implement a strategic vision for customer experience that aligns with Fig’s overall objectives. Lead, mentor, and develop a high-performing customer experience team, fostering a culture of excellence and continuous improvement.
• AI Vision & Innovation: Bring a forward-looking perspective on how AI can transform customer experience. Maintain a strong curiosity for emerging technologies and actively explore how AI can ensure Fig stays ahead of a rapidly evolving landscape.
• Training and Development: Maintain and scale our CX team members to continue to deliver best-in-class customer metrics (e.g. CSAT, SLA).
• Operational Excellence and Scalability: Analyze and manage the cost of delivering customer experiences, identifying opportunities to optimize resources without compromising quality. Implement scalable processes and structures to support Fig’s growth and increased customer demand. Ensure a seamless experience across all customer touchpoints, from application to loan servicing.
• Data-Driven Decision Making: Utilize customer data to monitor and improve customer satisfaction, retention, and overall experience. Implement and maintain key performance indicators (KPIs) to track and assess the effectiveness of customer experience initiatives. Use insights from data to proactively address challenges and opportunities in the customer journey.
• Technology and Tools Management: Oversee and optimize customer experience technologies to enhance operations and self-service capabilities. Stay ahead of industry trends and implement new tools that improve the customer experience.
• Voice of the Customer: Champion a strong "Voice of the Customer" mindset across the organization. Ensure customer feedback is consistently gathered, analyzed, and shared with key stakeholders to influence product development and marketing strategies.
• Cross-Functional Collaboration: Build and maintain effective relationships with Product, Marketing, Risk, Legal & Compliance and Fraud teams to ensure alignment and a cohesive approach to enhancing the customer experience. Foster open communication to drive initiatives that improve the overall customer journey.
• Operational Involvement: Demonstrate the ability to dive into the details and assist with day-to-day operations, including managing escalations and resolving customer complaints. Be proactive in navigating complex situations to ensure positive outcomes.
• Set and Align OKRs: Establish and align Objectives and Key Results (OKRs) for the Customer Experience team that drive performance and are closely linked to Fig’s strategic goals. Regularly track progress, adjust strategies as needed, and ensure the team is focused on achieving measurable outcomes that enhance customer satisfaction and operational efficiency.

What you’ll bring

• Experience: 7+ years of experience in customer experience, customer success, or related fields, with at least 3 years in a leadership role, preferably within a fast-growing tech company or financial services.
• Strong Analytical Skills: Experience in data analysis, reporting, and metrics-driven decision-making.
• Leadership Experience: Exceptional leadership skills, with a track record of mentoring and developing high-performing teams. You lead by example, setting a high standard for your team in both performance and behavior. Your actions inspire and motivate those around you to achieve their best, fostering a culture of excellence and accountability.
• Problem-Solving Abilities: A proactive approach to identifying and addressing customer issues.
• Excellent Communication Skills: Both verbal and written, with the ability to articulate complex concepts clearly and concisely.
• Scalability Experience: Experience in implementing scalable CX processes and structures in a fast-paced, high-growth environment.
• Interpersonal Skills: Strong interpersonal skills with the ability to build rapport and trust with diverse stakeholders, including customers, colleagues, and senior executives.
• Passion for Customer Service: A deep commitment to delivering exceptional customer service and a genuine passion for helping people. You understand the importance of putting the customer first and strive to exceed their expectations in every interaction.
• Nice-to-haves: previous experience with Freshdesk/Zendesk, Salesforce, Aircall and other similar tools.

Why Fig

• Unique opportunity to join a company in its early stages and make an impact on customer experience.
• Competitive compensation.
• Retirement savings program with employer matching.
• Comprehensive medical, dental, and vision group insurance, as well as health and wellness spending accounts.
• Generous time off to help you recharge.
• Parental top-up to support your growing family.
• Continuing education stipend to support your professional development.

Our Commitment to Diversity, Equity, and Inclusion

We are an equal opportunity employer and are committed to diversity at our company. We do not discriminate on the basis of race, religion, culture, sexual orientation, gender identity and physical ability. Diversity of backgrounds, perspectives, and experience is fundamental to our business. We believe in fostering an environment where team members of all backgrounds can feel comfortable bringing their whole selves to work every day. We aim to ensure all of our employees work in an environment that makes them feel valued, heard, and supported while they strive towards career pursuits and their personal and professional growth.

We are committed to providing accommodations for all candidates that require them and in all aspects of the recruitment, selection, and/or assessment process. If you are selected to participate in any part of the selection and/or assessment process, please inform us of any accommodation(s) that you may require.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.