Questrade Financial Group (QFG), through its companies - Questrade, Inc., Questrade Wealth Management Inc., Community Trust Company, ThinkInsure, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, insurance, real estate services, financial services and more. Questrade uses cutting-edge technologies to develop innovative products that give customers better, more affordable ways to take control of their money.
We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of.
This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, with a hybrid working environment you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at QFG.
Help us build the future of Canadian FinTech
Questrade Financial Group (QFG) is hiring a Senior Manager to lead our Customer Insights team. The Senior Manager of UX Research will lead our efforts to deeply understand our customers, their behaviours, needs, and preferences. This role is crucial for driving customer-centric strategies and ensuring that the customer’s voice is at the forefront of our decision-making. The ideal candidate will be a strategic thinker with a strong analytical background, proven track record of mixed method approaches to customer research, exceptional communication skills, ability to collaborate with product teams, and a passion for uncovering actionable insights that drive business growth and enhance customer experience. We’re on a mission to help millions of Canadians achieve their financial goals by helping them take control of their financial destiny.
About you
A critical thinker and creative problem solver who sees opportunities where others see obstacles
A customer-first strategist with a focus on long-term wins over short-term gains
Data-driven and intuitive, with a balanced approach to consumer insights and analytics
A proven leader who inspires teams to perform their best and deliver results
Ambitious and results-oriented, skilled at balancing perfection with fast execution
Obsessed with customer experience and satisfaction
Excited to explore new methods and tools for research and analysis
Proactive, positive, and aligned with Questrade’s mission and values
What You’ll Lead
Develop and Execute User Experience Strategy: Define and implement a comprehensive User Experience strategy that aligns with overall business objectives.
Lead Research Initiatives: Oversee the design, execution, and analysis of a wide range of qualitative and quantitative research initiatives, including surveys, interviews, co-design workshops, and market research.
Business Transformation: Drive research efforts into each business unit to influence and shape roadmaps and PI Planning.
Data Analysis and Interpretation: Analyze complex data from various sources (e.g., customer feedback, CRM, web analytics, market research) to identify meaningful patterns, trends, and insights.
Insight Communication and Storytelling: Translate data into compelling stories and actionable insights that are easily understood by stakeholders across the organization from Product to Engineering, to Marketing and senior leadership.
Cross-Functional Collaboration: Find opportunities to partner with Marketing, Product, Sales, and Design, Customer Services, and Engineer teams to ensure that customer insights are integrated into business decisions, product development, and potential marketing campaigns.
Customer Journey Mapping: Manage: Develop and maintain customer journey maps with key stakeholders to identify critical touchpoints, pain points, and opportunities to improve the customer experience. Our goal is to create journey maps for our
Voice of Customer (VoC) Program: Develop and enhance
Team Leadership and Development
Lead and inspire the Customer Experience team and Product teams to deliver best-in-class customer experiences, setting goals and maintaining high NPS and CSAT scores
Own and improve customer experience programs, turning feedback into actionable business insights and make sure the customer journey is smooth and rewarding
Develop and execute strategies for a fully digital customer experience journey (balancing our web, desktop, and mobile experiences)
Use data analytics to recommend improvements and optimize virtual touchpoints (AI, Live Chat, Email)
Implement pilots to improve internal processes and ultimately enhance the customer experience
Driving CX operations, identifying opportunities for automation and self-service to improve efficiency
Collaborating with the Marketing teams to refine the brand voice and advocate for a customer-first approach
Provide data-driven feedback to influence product development and CX initiatives
Present weekly and monthly NPS data, incorporating social, app store reviews, Customer Service and Support (CSS), and survey response insights to guide decisions
Foster a collaborative, innovative, and results-oriented culture
Design Digital Customer Strategies
Create plans to improve customer satisfaction and make sure their journey is smooth and rewarding.
Set goals (like customer satisfaction scores) to measure success.
Implement digital customer experience strategies to collect and analyze customer interactions, feedback, and sentiment.
Leverage AI analytics tools to rapidly analyze customer data and gain actionable insights that will inform changes and enhancements to our customer experience.
What You’ll Bring
We believe in the power of potential, not just qualifications. If you’re excited about this role but don’t meet every single requirement, we still want to hear from you! We value diverse skills and experiences, we encourage you to apply—let’s see what you bring to the table!
Expertise in data analysis and translating insights into strategic recommendations and improvements to customer experiences.
Familiarity with CX tools such as (but not limited to): Qualtrics, Medallia, Amplitude, Salesforce, Power BI.
Exceptional collaboration and communication skills, with the ability to articulate rationales persuasively to diverse audiences and influence strategic decisions for delivering exceptional customer experiences.
High emotional intelligence and the ability to inspire and develop teams.
8+ years of experience leading customer experience, with a track record of leading research initiatives and teams.
Bachelor’s degree in Finance, Business, Marketing, or a related field
MBA or equivalent experience
Experience with a FinTech is a bonus!
LI-Hybrid #LI-JW1
At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us.
Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review.
Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.
