Director, Growth & Experience Systems

Neo Financial•Calgary, AB

7d•Onsite

About The Position

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.

Requirements

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 management experience — has transformed how existing teams work, not just built greenfield
Experience in fintech, banking, or subscription businesses where support directly impacts retention and revenue
Comfort with ambiguity — we're defining what "operations as growth channel" means; you'll help figure it out

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.