Director, CXO

Summary

Join Wealthsimple as a Director, CXO to lead elevated client experience teams, focusing on high-net-worth clients. You will design and implement scalable solutions for onboarding, support, and new product adoption. This role involves managing multiple teams, fostering collaboration across departments, and championing client needs. You'll be responsible for creating innovative processes, leveraging data for improvement, and driving strategic growth. The ideal candidate possesses extensive leadership experience in client experience or related fields within a tech or fintech environment. This position offers a competitive salary, comprehensive benefits, and opportunities for professional development.

Requirements

• 10+ years of experience in a leadership or management role within client experience, sales, customer success, elevated client experiences or onboarding, ideally within a tech or fintech company
• 7+ years in a leadership role and has a demonstrated ability to set a vision and strategy and coach
• Is incredibly passionate about our clients and our products
• Has demonstrated experience leading, building, coaching and empowering strong leaders and teams, both with & without authority
• Is an excellent communicator and able to convey complex ideas succinctly and with great precision
• Has great analytical and prioritization skills
• Approaches problems from first-principles
• Knows how to balance what needs to be done with what’s possible to do
• Understands the scope of an issue and its priority
• Is able to identify opportunities and options for improving processes and how we operate
• Has a move-fast mentality
• Acts without being told what to do, brings new ideas to Wealthsimple, a keen understanding of technology (AI) and how solutions can help to achieve our goals

Responsibilities

• Lead and inspire as a leader of leaders
• Foster a culture of collaboration, accountability, and continuous improvement
• Ensure teams are motivated, aligned and focused on delivering exceptional client experiences
• Oversee the development of end-to-end processes
• Continuously guide the teams in their development, evaluation, and improvement of the processes to ensure that the client experience is seamless, efficient, and aligned with Wealthsimple’s values
• Lead the creation and execution of new experiments designed to test and validate new approaches to client experiences
• Manage multiple experiments at once, from ideation to launch, ensuring each solution is scalable and impactful
• Utilize forward thinking technologies (AI) to achieve results
• Take responsibility for the Gold Glove Team, as well as adding additional teams to ensure this premium service team delivers the highest levels of care and support to high-value clients
• Ensure that this team is adequately equipped with tools, processes, and strategies to provide personalized, top-tier client experiences
• Add new team members and evolve the strategy and mandate of this team
• Manage multiple teams that serve different functions across the HNW functions
• Design efficient and effective scalable processes for the Private Wealth Specialist team
• Work closely with the commercial team on servicing clients collaboratively
• Work closely with marketing, sales, product, R&D, analytics, and CX teams to create solutions that solve client needs, drive business goals, and support future product growth
• Work side by side with Tech Lead on end to end solutions both with internal tooling and product enhancements
• Design and implement scalable elevated client processes that are future-proof and adaptable to growing client needs
• Strive to create frictionless, efficient systems that will scale with Wealthsimple’s growth while maintaining a high level of personalized service
• Design and implement Wealthsimple’s first dedicated support experience for HNW clients, crafting a “private banking at scale” model that delivers personalized service to this high-tier segment
• Keep the client at the forefront of all decisions and ensure that the onboarding process always provides value
• Identify client pain points and take action to remove friction, improve satisfaction, and create delightful experiences
• Leverage data to continuously assess the effectiveness of all client programs and solutions
• Utilize insights to improve performance, optimize client engagement, and ensure that onboarding initiatives align with KPIs
• Lead with a strategic mindset by identifying long-term opportunities to enhance the elevated client experiences and drive business growth
• Stay ahead of trends in client experience and onboarding technologies to future-proof Wealthsimple’s processes

Benefits

• Competitive salary with top-tier health benefits and life insurance
• Retirement savings matching plan using Wealthsimple Work
• 20 vacation days per year and unlimited sick and mental health days
• Up to $1,500 per year towards wellness and professional development budgets respectively
• 90 days away program: Employees can work internationally in eligible countries for up to 90 days per calendar year
• A wide variety of peer and company-led Employee Resource Groups (ie. Rainbow, Women of Wealthsimple, Black @ WS)
• Company-wide wellness days off scheduled throughout the year
• Remote-first team