Manager, Voice Of The Client

Wealthsimple is on a mission to help everyone achieve financial freedom, no matter who they are or how much they have. Using smart technology, Wealthsimple takes financial services that are often confusing, opaque and expensive and makes them simple, transparent, and low-cost. We're the company behind some of Canada's leading digital financial products and are growing faster than ever.

Our team is reimagining what it means to manage your money. Smart, high-performing team members will challenge you to learn and grow every day. We value great work and great ideas — not ego. We're looking for talented people who love a fast-paced environment and want to ship often and make an impact with groundbreaking ideas.

We’re a remote-first team and output is more important than face time, so where you choose to work is up to you — as long as you have internet access, you can work from anywhere in Canada. Be a part of our Canadian success story and help shape the financial future of millions — join us! Read our Culture Manual and learn more about how we work.

At Wealthsimple, we are building products for a diverse world, and we need a diverse team to do that successfully. We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. Wealthsimple provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know.

About This Role

As the Manager, Voice of the Client, you will report to the VP, Client Strategy & Experience and help ensure that Wealthsimple is client obsessed. You will be responsible for scaling how we engage with clients by building processes, enabling all teams to access client insights and support and evolve our ongoing programs to keep the company close to clients. You have experience turning qualitative and quantitative data into actionable insights and building programs and processes to make it easier for everyone at Wealthsimple keeps the client at the heart of their decision making.

What you will be responsible for:

• Develop new and run / enhance existing initiatives to bring employees of all levels closer to our clients to ensure client-centricity is deeply built into our culture. Existing initiatives include:
• Optimizing and scaling the process of doing qualitative research with clients on a regular basis
• Monthly org-wide Voice of the Client newsletter
• Build and maintain an Insights Library that is easily accessible by all employees and train teams on how to contribute and use it effectively.
• Host client panels
• Hosting forums for team members to learn about recent research and share new processes
• Sharing insights at bi-weekly All-Hands meetings
• Train and enable teams to do their own research through onboarding, education and providing ongoing support
• Manage and optimize the Net Promoters Score survey

What we're looking for:

• Acts without being told what to do. Brings new ideas to Wealthsimple
• Is an excellent communicator and able to convey complex ideas succinctly and with great precision
• Has 5+ years experience in customer insights, voice of the customer, analytics or consumer research
• Experience building programs to shift the culture of an organization to be more customer centric and improving processes to reduce barriers to generating and building customer insights
• 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
• Is incredibly passionate about our clients and our products
• Able to build relationships and influence others while also being able to roll-up your sleeves to do analysis, build processes, etc
• Has a move-fast mentality and experience leveraging lean research practices that allow teams to learn and correct as they go. Embraces technology and the role it plays in financial services. Specifically, you have the flexibility to navigate multiple applications simultaneously to deliver unprecedented solutions