Associate Manager, Journey Engagement (Hybrid)

Questrade Financial Group (QFG) of Companies is committed to helping our customers become much more financially successful and secure.

We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of.

This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, there are flexible working arrangements so you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at Questrade.

What’s in it for you as an employee of QFG?

• Hybrid and flexible work arrangements
• Paid vacation, personal, and sick days for work-life balance
• Opportunities to contribute to community causes
• Work with diverse team members in an inclusive and collaborative environment
• Competitive compensation and benefits packages
• Health & wellbeing resources and programs
• Career growth and development opportunities

We’re looking for our next Associate Manager, Journey Engagement. Could It Be You?

The Associate Manager, Journey Enagagement is a champion for putting the customer first. With a deep passion in understanding customer behaviour, this individual is experienced in creating end-to-end journeys to improve the customer experience from all stages beginning from leads and prospects to onboarding, engagement and retention.

As a keen believer in delivering Questrade’s promise to help customers keep more of their money as they become more financially successful and secure, this leader and strategist will successfully lead the development of Adobe Experience Cloud’s integration strategy and roadmap. This individual will investigate, assess and design seamless journeys with the objective of enhancing the customer experience and deepening customer engagement across products and lines of businesses.

What’s it like working as an Associate Manager, Journey Engagement at Questrade?

Reporting to the Manager, CX Journey Engagement, this candidate will deliver solutions to shape the future of personalized journeys at Questrade. This role requires strong thought leadership, people management skills and an ability to manage multiple initiatives while building strategic relationships across the organization.

Need more details? Keep reading…

In this role, responsibilities include but are not limited to:

• Explore new tools and programs within the online and offline technology space in an effort to innovate the field and one-to-one marketing
• Proactively consults cross-functional team members and external partners to collaborate, design creative workarounds, implement solutions, and manage stakeholder relationships
• Lead and manage communication plans including tactics, criteria, timelines in partnership with various groups including product, sales, customer service center, customer experience team, analytics, content, analytics, and other internal stakeholders
• Creates corresponding business requirements and marketing use cases to nurture existing and new customers with personalized touchpoints
• Use A/B testing to increase engagement along the customer journey
• Genuine advocate to create the best possible customer experience
• Leverage AEC to its full potential to build innovative and seamless experiences, providing suggestions and recommendations as SME on current and future state
• Leverages the use of data for content creation and customer segmentation while recognizing how technical and systems integrations are interconnected
• Creative thinker who thinks outside the box, generate new ideas and challenges the status quo
• Understand and draw insights from journey performance reports and customer research to optimize and provide recommendations for communication improvement
• Work with technology teams to establish data integration strategy and validate that the proper and accurate data is available for audience creation and event-based triggers
• Orchestrates macro and micro journeys using AEP based on real-time behaviour, contextual changes, or business signals
• Lead, train and mentor journey engagement specialists to use AEC
• Participate in the analysis, design and implementation of Adobe Experience Cloud (AEC)
• Lead the team in producing clear integration requirements, build audience segmentations, and execution of use cases
• Create timely and targeted triggered behavioural communications aligning to customer actions, needs and expectations across products and lines of business

So are YOU our next Associate Manager, Journey Engagement? You are if you…

• Have a strong balance of business acumen and technical knowledge understanding data requirements and integrations
• Have 5+ years of experience in developing strategic initiatives, tactical plans, marketing ecosystems
• Have demonstrated success in defining strategies, developing effective and personalized customer experience journeys and communications Have experience as a people manager
• Are a resourceful problem solver who can navigate through ambiguity and has a keen attention to detail
• Have an iterative and curious mindset, staying current on industry trends, best practices; constantly seeking innovative improvements
• Have experience in Marketing Journeys, or Customer Experience or CRM roles
• Have excellent oral and written communication skills
• Have a team-first attitude and a customer-centric mindset
• Have strong organizational skills and are able to effectively balance and prioritize multiple projects
• Are proficient in MS Excel, Word, and PowerPoint
• Have 3+ years of experience with digital marketing and experience solutions such as Adobe Experience Cloud, CDP or comparable platforms
• Are an inquisitive self-starter with the ability to thrive under pressure in a fast-paced environment
• Have a Bachelor’s degree (business, marketing or communications related fields)

Additional kudos if you…

• Have experience in the financial services industry

Sounds like you? Click below to apply!

At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us.

Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.

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