About the Role: Build the operational engine behind goeasy's next stage of customer experience and performance. Set the strategy, create the playbook, and help teams across the enterprise use customer insight, technology, AI, and disciplined execution to make goeasy easier to do business with.
Reporting directly to the Chief Operations Officer, the
Vice President, Customer Experience & Operational Excellence will set the strategy and transformation agenda for centralized operations-building a scalable, tech-enabled, customer-obsessed function that improves outcomes, reduces friction, strengthens operational discipline, and creates a high-performance culture.
This role is for someone who wants to build what comes next: a bold, digitally enabled operating model that understands customer pain points, uses complaints and frontline insights as a source of improvement, partners closely with goeasy's Customer Experience team in Brand, and works across the enterprise to solve root causes and scale better experiences through process excellence, product mindset, technology, AI, and talented leaders.
What will you be doing?- Define and execute a bold roadmap for customer experience, customer servicing, complaints management, and operational excellence across centralized operations.
- Own the operating model for complex and sensitive customer escalations, ensuring clear accountability, timely resolution, appropriate executive visibility, and a consistent approach to balancing customer outcomes, risk, compliance, and business considerations.
- Deeply understand customer pain points, complaint themes, servicing friction, and frontline feedback; share critical operational insights with the Customer Experience team in Brand; and partner across Product, Technology, Risk, Compliance, Finance, and Operations to solve root causes and improve the end-to-end experience.
- Build a technology- and AI-enabled enterprise complaints management capability, including intake, triage, resolution, reporting, root-cause analysis, escalation, remediation, and executive visibility.
- Establish an Operations Center of Excellence that defines KPIs, health metrics, scorecards, governance routines, and mechanisms that make performance visible and action-oriented across all Contact Centre functions.
- Bring a product mindset to operations by treating servicing and complaints as customer and team member journeys, translating pain points into roadmaps, pilots, MVPs, and scalable solutions.
- Partner with Product, Technology, Analytics, Risk, Compliance, Legal, Finance, and frontline leaders to modernize tools, workflows, automation, knowledge management, reporting, and self-serve capabilities.
- Simplify journeys, reduce manual work and rework, improve cost-to-serve, and redesign processes before automating.
- Build and develop a high-performing leadership team with strong ownership, succession depth, high standards, pace, and customer impact.
- Champion transformation by communicating the vision, aligning stakeholders, removing barriers, and ensuring new ways of working are adopted and sustained.
Who you are?- You are a strategic, progressive operations leader who can shape a function, set standards, and influence senior leaders across the enterprise.
- You know how to turn customer pain points, operational data, complaint themes, and frontline insights into clear priorities, critical insights for the Customer Experience team, scalable solutions, and measurable outcomes.
- You are energized by building what does not yet exist.
- You bring the discipline of a scaled financial institution with the speed, simplicity, and digital-first mindset of a modern fintech.
- You are customer obsessed, product minded, financially fluent, and talent focused.
- You know how to build leaders who raise the bar for the teams beneath them.
What experience do you have?- 15+ years of progressive experience across a relevant combination of operations, servicing, customer operations, financial services, lending, banking, transformation, process management, or related disciplines.
- Strong financial services acumen, including customer servicing, operational risk, regulatory expectations, controls, cost-to-serve, and enterprise value drivers.
- Experience building or transforming customer operations, servicing, complaints management, operational excellence, shared services, or center-of-excellence capabilities.
- Proven ability to build scalable, customer-obsessed, high-performance teams with strong leaders, clear ownership, and succession depth.
- Demonstrated strength in developing leaders, coaching for performance, raising the talent bar, and creating teams where managers are strong talent stewards.
- Strong product mindset, with the ability to translate customer pain points, complaint themes, frontline friction, and operational data into problem statements, roadmaps, pilots, MVPs, and scalable solutions.
- Strong process management and continuous improvement capability, including journey mapping, workflow redesign, root-cause analysis, structured problem solving, and benefits tracking.
- Strong technology and data fluency, including experience with automation, AI-enabled insights, workflow tools, dashboards, knowledge platforms, self-service, or digital customer journeys.
- Exceptional communication, executive presence, stakeholder management, and change leadership skills in a fast-paced, high-growth, regulated, or complex environment.
We offer a Flexible Work Program that provides you the ability to
work three days onsite per week, from our Mississauga office.
Internal Applicants: please apply through the link and provide written endorsement from your current manager.
This posting is for an existing vacancy within our team.
Financial Benefits- Performance-based annual bonus and long-term equity incentives designed to support leadership impact and long-term wealth creation.
- As a TSX-listed company (GSY), goeasy offers long-term equity incentives and a strong track record of shareholder returns, giving team members the opportunity to contribute to and benefit from our continued success.
- Employee discounts on furniture, electronics, and appliances.
- MAT & PAT leave top-up.
Leadership & Career Growth- Access to high-impact, high-visibility roles with direct influence on business outcomes.
- Participation in goeasy's executive leadership development programs.
- Lead your own development journey with personalized growth plans, supported by coaching and mentorship to help you reach your leadership goals.
- Fuel your personal and professional growth with our Tuition Assistance Program.
Health and Lifestyle- Immediate enrollment in comprehensive health, dental, and vision benefits.
- Access 24/7 healthcare with Virtual Doctor Appointments.
- Explore a wide range of wellness options through our new Wellhub benefit - from fitness memberships to mental health resources.
- Enjoy a state-of-the-art office space with perks like a games room, healthy snack program, free gated parking, and exclusive access to our on-site private gym and fitness studio at head office.
- Give back with company-paid volunteer days and Company Matched Charitable Donations.
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