We are looking for a dynamic and strategic leader to join Moneris as the Director of Unified Customer Experience & Business Transformation Office. This one-year contract position is important to driving a unified customer experience across onboarding, setup, and digital support processes, while promoting a culture of continuous improvement across the organization. You will have a background in business transformation, customer experience strategies, and process optimization.
Contract Term: 12 months.
Location: You will be based in our Toronto office and will work in a Hybrid model.
Reporting Relationship: You will report to VP, Customer Operations
Your Moneris Career - What you'll doLeadership and Oversight: Lead the unified customer onboarding, registration, and digital support experience. Manage digital sales and sales channel onboarding processes. Optimize customer self-service, chatbot functionalities, internal and external knowledge management, and telephony system.Strategy and Execution: Develop strategies and roadmaps that align with Moneris' goals and ensure our customer needs are met.Enterprise-Wide Process Transformation: Lead large-scale, enterprise-wide business reviews aligned with Moneris' corporate strategy. Design, implement, and facilitate change processes to support strategic recommendations. Deliver high-quality, executive-ready proposals and presentations with actionable recommendations.Technology Evolution: Drive continuous improvement by advancing technology and processes to enhance efficiency, simplicity, and customer experiences.Leadership: Lead a high-performing team of product owners and process transformation professionals. Equip the team with tools and methodologies to implement process improvements and achieve measurable benefits.Your Moneris Career - What you bringBachelor's Degree (Business Administration or Engineering preferred). Master's Degree in business administration or equivalent general business experience10+ year of proven experience in customer experiences management and business/digital transformation roles.Expertise in process improvement methodologies (e.g., Lean, Six Sigma) and an experimental mindset to drive innovation.Strategic planning and execution skills, with an ability to balance long-term and short-term implications of individual decisions.Exceptional ability to lead cross-functional teams and enterprise-wide initiatives.Can create and present executive-level proposals and recommendations.Experience in applying technology for continuous improvement.Your Moneris Career - What you getHolistic approach to your well-being, with an Employee Assistance Program for you and your family, access to 24/7 virtual health care, wellness events and a supportive workplace cultureA workplace committed to investing in Diversity, Equity and Inclusion (DEI) through various initiatives including, employee inclusion groups (EIGs), mentorship, DEI learning and workshops, educational events, and various resources including an internal DEI website and newsletterLearning & development programs and resources to grow your career#LI-Hybrid
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Note: We welcome and encourage applications from Indigenous peoples, people of colour, people with disabilities, people of all genders, sexual orientation and intersectional identities.
We acknowledge that people from equity-deserving groups (including racialized individuals, women, gender diverse individuals, individuals with disabilities, neurodivergent individuals, members of 2SLGBTQIA+ communities and those born outside of Canada) are less likely to apply for jobs unless they feel they meet all the requirements posted. At Moneris, we believe candidates bring experience to their work in many ways. We encourage you to apply and share, in the application form, the transferrable experience you bring, and how this will support your success in this role.