Journey Engagement Specialist (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?

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

We’re looking for our next Journey Engagement Specialist. Could It Be You?

The Journey Engagement Specialist is a champion for putting the customer first. They are experienced in creating lifecycle journeys to improve the customer experience from all stages beginning from leads and prospects to onboarding, engagement and retention. With a deep passion in understanding customer behaviour, this individual will investigate, assess and determine the end-to-end journey strategy as it pertains to communication touchpoints.

What’s it like working as a Journey Engagement Specialist at Questrade?

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 individual understands journey flows and how to engage with customers on a personalized level. The Specialist will determine how to use different channels to nurture an existing and new base. The specialist will support communication plans including strategies, criteria, timelines in partnership with various groups including the product team, customer service center, customer experience team, analytics, content, and other internal stakeholders. The specialist will be responsible for implementing marketing initiatives including enhancing current products, net new launches, lifecycle changes, or optimizing current processes and communications.

Need more details? Keep reading…

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

• Proactively consults cross-functional team members and external partners to collaborate and manage internal and external stakeholder relationships
• Be a genuine advocate to create the best possible customer experience
• Collaborate in a fast-paced environment with customer support, product, sales, customer insights, analytics, technology, and content teams to create business requirements and journey mapping
• Leverage data for customer segmentation and support with the optimum targeted customer communication strategy
• Create timely and targeted triggered behavioural communications aligning to customer actions, needs and expectations across products and lines of business
• Use A/B testing for new communication flows and strategies to increase customer engagement and retention
• Creative thinker who thinks outside the box, generate new ideas and challenges the status quo
• Understands how technical and systems integrations are interconnected, leverage the use of available data to impact content creation
• Understand and draw insights from journey performance reports and customer research to optimize and provide recommendations for communication improvement
• Work with team members to develop strategies around customer journey communication flows and execute personalized touchpoints
• Explore new tools and programs within the online and offline technology space in an effort to innovate the field and one-to-one marketing

So are YOU our next Journey Engagement Specialist? You are if you…

• Have excellent oral and written communication skills
• Have a Bachelor’s degree (business, marketing or communications related fields)
• Have a team-first attitude and a customer-centric mindset
• Have strong organizational skills and are able to effectively balance and prioritize multiple tasks
• Have experience in Lifecycle Marketing or Customer Experience or CRM roles
• Are an inquisitive self-starter with the ability to thrive under pressure in a fast-paced environment
• Have a strong balance of business acumen and technical knowledge understanding data requirements and integrations
• Are proficient in MS Excel, Word and PowerPoint
• Are a resourceful problem solver who can navigate through ambiguity and has a keen attention to detail
• Have demonstrated success in developing effective and personalized customer experience journeys and communications
• Have an iterative and curious mindset, constantly seeking improvements to process and strategy
• Have experience with marketing automation platforms (eg. Salesforce, Marketo)

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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