Director, Growth & Experience Systems

Join us to build a more rewarding financial future for all Canadians At Neo, we’re on a mission to build a more rewarding financial future for all Canadians. Life at a rapidly scaling tech startup isn’t for everyone. It’s complex, fast-paced, high-pressure, but also incredibly fulfilling. Since its founding in 2019, Neo has gained incredible traction and is one of the fastest-growing fintech companies in Canada. - #1 on Deloitte’s Technology Fast 50 for 2023, 2024, and 2025 https://www.newswire.ca/news-releases/neo-financial-achieves-first-ever-three-peat-win-as-number-one-on-deloitte-s-technology-fast-50-list-889692540.html — the first company ever to achieve a three-peat at the top! - #1 Fastest Growing Company in Canada for 2024 by Globe & Mail https://www.businesswire.com/news/home/20240927952651/en/Neo-Financial-Ranks-No.-1-on-The-Globe-and-Mail%E2%80%99s-2024-List-of-Canada%E2%80%99s-Top-Growing-Companies - Top-ranked mobile apps and credit cards - Team of 500+ people - 1M+ customers - 10K+ retail partners As our team continues to grow, we are always looking to connect with exceptional talent for future opportunities. While we may not have an immediate opening today, we proactively review applications to match great people with the right roles as they open up. If this role aligns with your career goals, we encourage you to submit your interest. We’ll keep your profile active and reach out the moment a matching opportunity arises. Director, Growth & Experience Systems Role Purpose Neo is transforming its customer operations from a cost center into a growth enabler. The Director, Growth & Experience Systems is the person who architects that transformation — redesigning the systems, processes, and tools that power how we serve customers so that every interaction deepens the relationship and drives LTV. This role works on the business, not in it. It combines first-principles operational thinking with a commercial growth lens — designing systems that simultaneously deliver high-quality customer experiences, drive efficiency at scale, and enable growth motions (cross-sell, retention, proactive engagement) where appropriate. Key Responsibilities • Systems Transformation: Redesign the systems that power customer operations — chatbot, knowledge base, help center, agent tools — to be conducive to support as a growth enabler, not merely a resolution function. • Growth Integration: Design and operationalize revenue/LTV-generating motions within customer interactions — retention saves, cross-sell prompts, engagement nudges, proactive outreach — while maintaining customer trust. • Process Design (First Principles): Analyze operational data, identify root causes, and redesign processes from first principles. Question whether a process should exist before optimizing it. • AI & Automation Strategy: Partner with technical teams to shape investment in AI-assisted operational infrastructure. Design for dual outcomes: customer satisfaction AND growth enablement in the same interaction. • Lifecycle Integration: Connect operations systems into the broader lifecycle architecture — ensuring that support interactions are informed by and contribute to the customer's lifecycle state. • Measurement & ROI: Define success metrics for the transformation. Measure LTV lift from operations interactions, efficiency gains from systems redesign, and quality outcomes. What We're Looking For • Experience transforming customer operations systems — chatbot strategy, knowledge architecture, self-serve design, AI-powered support • First-principles thinker — has eliminated processes, not just optimized them • Commercial instinct — understands how to embed growth motions into service interactions without compromising customer trust • Data fluency — can read operational data, identify patterns, build the business case for transformation • Systems design capability — can spec and direct technical builds (doesn't need to code, but needs to architect) • Change managemen