Grade: P9 

Referral Level: Level 2

Division: IGM-Marketing

IGM Financial Inc. is one of Canada's leading diversified wealth and asset management companies with approximately $271 billion in total assets under management. The company provides a broad range of financial planning and investment management services to help more than two million Canadians meet their financial goals. Its activities are carried out principally through IG Wealth Management and Mackenzie Investments. 

Under IGM Financial’s unique business model based on leading brands and multi-channel distribution strategy is Mackenzie Investments, founded in 1967.  Mackenzie Investments is a holistic asset-management partner for thousands of Canadian financial advisors and the investors they support.   

At Mackenzie Investments You Can Build Your Career with Confidence. 

We have a vision and a strategy that will challenge the way business in this industry is done and help Canadians be successful in the ways that mean the most to them. As part of our team, you will do some of your best work, develop some of your most valuable skills and give back in ways that make a difference in the lives of Canadians.  We are proud to be recognized as one of Canada’s Top Employers by Mediacorp Canada Inc. for empowering our employees with the tools to thrive while working remotely, while also providing resources to ensure physical and mental wellness were put front and centre. 

Join an unstoppable team that is embedded in continuous learning, understanding, and knowledge sharing. You will thrive in our supportive environment where you can indulge your curiosity to learn, while receiving the feedback you need to refine your skills and abilities. We are dedicated to offering a hybrid work environment when applicable. 

Mackenzie Investments is a diverse workplace committed to doing business inclusively - this starts with having a representative workforce! We encourage applications from all qualified candidates that represent the diversity present across Canada – including racialized persons, women, Indigenous persons, persons with disabilities, 2SLGBTQIA+ community, gender diverse and neurodiverse individuals, as well as all who may contribute to the further diversification of ideas.  

Job Description:
The Director, Client Experience Program will lead the execution of Mackenzie's client experience initiatives to drive exceptional outcomes for Mackenzie clients across all relevant channels. This role focuses on end-to-end interactions across Sales, Service, and Marketing, aiming to create frictionless and useful client interactions, thereby strengthening Mackenzie’s brand perception and client loyalty.

Key Responsibilities:

• Program Management:
  • Responsible for implementation and leadership of the CX Program.
  • Consolidate and maintain a living list of experience opportunities, focusing on transformation and continuous improvement.
  • Leverage data analysis, Continuous Improvement Opportunities (CIOs), direct client feedback, and insights from the Voice of the Customer (VoC) program.
  • Build and adapt a prioritization methodology for CX initiatives.
  • Create a CX toolkit for application across the organization.
  • Define KPIs and design a CX scorecard.
  • Monitor and report program progress, risks, and outcomes to stakeholders.
    
    
• Lead CX Squads for Priority Initiatives:
  • Build and lead CX Squads of subject matter experts and participants.
  • Conduct workshops to identify gaps, inefficiencies, and bottlenecks.
  • Use client-centric approaches like persona development, journey mapping, and design thinking.
  • Analyze and assess options for solutions and support business case development.
  • Lead implementation of solutions and change management activities.
  • Mentor and coach team members on client experience practices.
    
• Voice of the Customer (VoC) Program:
  • Work with CX leadership team to develop, implement and support a comprehensive VoC program.
  • Analyze client feedback data to identify trends and opportunities for improvement.
  • Collaborate with internal teams to integrate customer insights into business strategies.
  • Present regular reports on customer feedback and program performance.
  • Develop strategies to continuously improve the VoC program.
    
    
• CX Leadership:
  • Coach and mentor of a team of CX professionals.
  • Foster a culture of continuous improvement and professional development.
  • Work across MI in order to establish CX objectives and targets and lead the development of CX best practices for the firm.
  • Motivate the team for high performance and create an inspired environment.

Qualifications:

• 5-10 years experience in the financial services industry with preference to individuals with experience in asset management and/or wealth management
• Proficiency in CX principles and tools (persona development, journey mapping, design thinking)
• Preference given to individuals with experience in continuous improvement initiatives within the context of improving CX
• Proven experience in client experience program management through the lens of B2B or B2B2C CX practices.
• Strong leadership and team management skills.
• Excellent analytical and problem-solving abilities.
• Experience with data analysis and VoC programs.
• Strong communication and presentation skills.

Please visit our career page by clicking on the following link: https://www.mackenzieinvestments.com/en/careers 

We thank all applicants for their interest in Mackenzie Investments; however, only those candidates selected for an interview will be contacted.  

Mackenzie Investments is an accessible employer committed to providing a barrier free recruitment experience. If you require an accommodation or this information in an alternate format at any stage of the recruitment process, please reach out to the Talent Acquisition team who will work with you to meet your needs.  

Please apply by March 24, 2025. 

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