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 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

Working at Neo:

The people who thrive at Neo are resourceful, growth-oriented, and driven to win. We hold ourselves to high standards because we're on a mission that matters: to build a more rewarding financial future for all Canadians. As individuals and as a team, we constantly challenge ourselves and each other to raise the bar and deliver exceptional experiences for our customers. Our commitment to customer success drives everything we do, from building world-class products to providing exceptional support at every step of their journey. If this resonates with you, keep reading.

We trust, respect, and support each other. This means honest conversations, constructive input, and empowering each other to move fast and think big. You'll be surrounded by people who push you to be your best. We primarily collaborate in person across our Calgary, Winnipeg, and Toronto offices, where ideas move quickly and teams build momentum together. As we continue to scale and evolve, we're looking for builders, innovators, and problem solvers who thrive on challenge-people who would rather blaze a trail through uncertainty than follow a well-paved path.

At Neo, ownership is part of how we think and operate. For select roles, equity participation reinforces that mindset by giving employees a direct stake in the company's long-term success. Regardless of role, every team member is expected to think like an owner and make decisions that move the business forward.

Apply with us:

We are hiring for an open, vacant position.