CX Data and Insights Manager

WHO WE ARE HomeEquity Bank is a Schedule 1 Canadian chartered bank and the leading national provider of reverse mortgages, with a growing portfolio. As the only bank solely dedicated to serving homeowners 55 and up, we’re passionate about helping Canadian homeowners live retirement on their terms. We live that commitment every day, with a range of reverse mortgage solutions that include our flagship CHIP Reverse Mortgage™ product. OUR VALUES, OUR PASSION At HomeEquity Bank, our values drive and inspire our actions with our customers, our partners and each other. Customer-Focused. Passionate Advocates Courage to Act. Do the Right Thing One Team. One Vision Think Long-Term. Ever-Evolving Be Exceptional. Inspire Greatness POSITION SUMMARY The CX Data & Insights Manager is responsible for the management and implementation of programs that capture, analyze, and translate the voices of customers and partners into clearly communicated, actionable insights that inform strategic and operational decision-making across the organization. This role manages the Voice of the Customer (VoC) and Voice of the Partner (VoP) programs, as well as the Customer Research Community, overseeing the collection, synthesis, and clear communication of feedback and research insights across key touchpoints in the customer journey. Through a mix of primary and secondary research, customer feedback programs, digital sentiment monitoring, and ongoing customer engagement initiatives, the Manager, CX Data and Insights ensures the organization maintains a deep and current understanding of the needs, motivations, and experiences of its customers and our core demographic, Canadians 55+. The role plays a critical part in elevating a data-driven, customer-centric culture, ensuring that marketing strategies, product and service design, and organizational priorities are grounded in evidence and informed by the real needs of our unique customer base. Situated within the Marketing department, this role partners closely with teams across client services, strategy, product, marketing, sales, technology, and operations to ensure customer insights inform decisions across the organization. By identifying friction points and opportunities throughout the customer journey, the Manager contributes to improvements in customer experience, engagement, satisfaction, and Net Promoter Score (NPS). MAJOR RESPONSIBILITIES Voice of the Customer & Partner Programs Manage and evolve the organization’s Voice of the Customer (VoC) and Voice of the Partner (VoP) programs, ensuring systematic collection, analysis, reporting, and absorption of feedback across key journey touchpoints. Oversee the triage and management of customer feedback requiring follow-up, ensuring issues are escalated and addressed appropriately in collaboration with relevant teams. Analyze feedback and behavioural data to identify and report on key drivers of satisfaction, dissatisfaction, loyalty, and advocacy. Translate insights into clear recommendations that inform CX improvements and business priorities. Customer Research & Insights Leadership Build, implement, and grow a Customer Research & Insights Community on the Alida platform that helps the organization understand the real wants, needs, and friction points of customers, and informs the Bank’s thought leadership initiatives. Design and execute qualitative and quantitative research initiatives, including surveys, interviews, focus groups, and secondary research reviews. Montor and maintain Community health and ensure optimal participant engagement and satisfaction that can be leveraged for ongoing studies, rapid feedback, and concept testing. Identify and synthesize patterns and trends in customer data, translating complex findings into clear insights for internal stakeholders. Public & Customer Sentiment & Reputation Management Monitor and manage the organization’s public customer feedback channels, including Trustpilot and Google Reviews. Coordinate responses to reviews and complaints, ensuring timely and empathetic communication that reflects brand standards. Analyze online feedback trends to identify emerging issues, reputational risks, and opportunities for improvement. Continuous Improvement Translate research findings into clear, actionable insights and recommendations that inform campaign development, messaging effectiveness, customer engagement and satisfaction strategies. Develop and maintain customer insight reporting frameworks, including dashboards, research summaries, and executive presentations. Track and analyze key customer metrics, including Net Promoter Score (NPS) and other customer experience indicators. Stay current on research methodologies, industry trends, and demographic insights affecting Canadians aged 55+, proactively sharing relevant insights across the organization. Ensure insights are shared effectively across the organization through regular reporting, presentations, and cross-functional collaboration. Foster a culture of evidence-based decision making, ensuring teams leverage insights to guide priorities and improvements. Proactively identify research opportunities to support strategic business decisions across the organization. SKILLS AND EXPERIENCE REQUIRED Qualifications 5-8+ years of experience in customer insights, market research, Voice of the Customer, or CX analytics. Experience designing and managing customer feedback and research programs, including NPS and survey-based research. Experience with research platforms such as Alida, Qualtrics, or similar customer insight tools. Strong knowledge of quantitative and qualitative research methodologies, including survey design, interviews, and insights synthesis. Experience analyzing customer data and translating findings into actionable business insights. Excellent verbal and written communication skills; a compelling and clear storyteller and presenter. Experienced with creating reports for a variety of audiences. Highly collaborative with experience working with cross-functional stakeholders in marketing, product, strategy, or CX environments. BA / BS degree in Psychology, Sociology, Anthropology, Market Research, Business, Human-Computer Interaction, Information Studies, or a related field or equivalent work experience. WORKING CONDITIONS UNIQUE TO JOB Hybrid work environment WHY WORK AT HOMEEQUITY BANK? Great Environment HomeEquity Bank offers a hybrid working environment supported with a culture of flexibility – an approach that is unique to each person, and that enables both business and individual needs to be met in a mutually beneficial way. We pride ourselves in recognizing and celebrating performance, community service, teamwork, and diversity among our employees. A Dynamic Culture – With People at the Centre We believe our people make all the difference; our tireless commitment to inclusivity, professional development, and employee experience has been recognized through awards including the Greater Toronto’s Top Employers 2024,Waterstone Canada's Most Admired Corporate Cultures 2022-2023, the Globe and Mail's Report on Business: Canada's Top Growing Companies 2022 (third year since 2019), Canadian's Mortgage Professional (CMP) Top Mortgage Employer 2023 for the third year in a row and Achievers Top 50 Most Engaged Workplaces 2023. Growth and Opportunities We provide challenging and rewarding careers in a wide variety of fields. We continuously develop and train our employees through professional growth opportunities and on-the-job training. We also encourage our employees to develop professionally and personally though a series of career developing programs including our Educational Assistance Program, designed to reimburse costs related to professional learning and development. Celebrating Great Work and People We believe in an environment that celebrates success, knowledge, leadership, and work that is inspired by our core values. For these reasons, we have created several programs that make it easy for our employees to say ‘great job’ to their colleagues and leaders. From our Appreciate! Program to the High Five Award Program and President’s Award Program, we recognize professional achievement with a variety of rewards including points towards gift cards, merchandise, and travel experiences, as well as group RRSP/DPSP contributions and more. Our Community Leadership Program recognizes employees who make a positive impact in their communities through volunteer work with a grant for their charity of choice. Additionally, we provide employees with one paid day off each year to volunteer at their favourite local charity. The Perks (for eligible employees) HomeEquity Bank offers a competitive total rewards package that includes: Extended health and dental benefits Employee & Family Assistance Program Employer-Matched Group Retirement Savings Plan Employee Share Investment Plan Well-being initiatives including: a wellness account; virtual self-care programs and extended mental health benefits Employee corporate discount for GoodLife Fitness HomeEquity Bank is committed to an inclusive, equitable and accessible workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter. Please note that our successful candidate is required to complete a background check. Stay in the Know Find out what we’re up to online, and learn more about what makes HomeEquity Bank a great place to work: LinkedIn Youtube Facebook Twitter Instagram Join Us! If you’re ready to build the future of reverse mortgages, we want to hear from you.