Job Description

About Us:



Propel (TSX: PRL) is the fintech company building a new world of financial opportunity by facilitating access to credit for consumers underserved by traditional financial institutions. Through its AI-driven platform, Propel evaluates customers in a more comprehensive way than traditional credit scores can. Our revolutionary fintech platform has already helped consumers access over one million loans and lines of credit and over one billion dollars in credit.





To build a new world of opportunity we bring together the brightest talent to help us build opportunities. We are entrepreneurs and believe in measuring success through results and growing within; talent and hard work never goes unnoticed. At Propel, we are here to change the way employees, customers and shareholders succeed together.





We are a team of passionate entrepreneurs, who foster curiosity and growth in our employees. Our culture is why we've been so successful and why our employees choose Propel to build their careers. It's also why we're one of North America's fastest growing companies and a Best Place to Work.





Join us as we change the way employees, customers and shareholders succeed together.

About You:



As a fast-growing fintech, we stay true to our startup roots. You picture yourself within a vibrant and entrepreneurial organization where your ideas will be heard, and you have an opportunity to showcase your talent. You are motivated by goals, a self-starter and like to wear multiple hats.





As the Manager, Customer Experience Design at Propel Holdings, you will be responsible for researching, designing, and implementing innovative customer experience strategies across all digital and service touchpoints. You will lead & support a team of professionals to develop high-impact products, services, and experiences that differentiate Propel in the financial services market. Your work will directly influence key customer metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES), driving loyalty and growth.

Key deliverables will include:

Experience insights pipeline and execution Experience metrics dashboard creation & management Digital web flows delivery with UX best practices & customers insights application Service Blueprints/Integrated journey maps that include KPIs, sentiment analysis, and backstage processes to support continuous improvement and new flow development Conducting workshops using diverse design thinking methods to align stakeholders and co-create impactful solutions

Responsibilities

Strategic


Support leadership in developing comprehensive customer experience strategic initiatives across Propel's digital platforms and service channels, leveraging insights about customers Lead delivery for customer experience initiatives for Insights & Design excellence, aligning with business goals and customer needs Collaborate with cross-functional teams (Product, Marketing, Operations, Compliance) to integrate customer-centric design into all aspects of the business Apply service design and user design thinking methodologies to create innovative, scalable solutions that enhance customer engagement and satisfaction Foster strategic partnerships to co-create experiences that drive value and efficiency.

Operational


Design personalized experiences tailored to customer segments, leveraging data and behavioral insights Identify specific opportunities for productivity and cost-savings using AI and tech to improve customer journeys and reduce friction User research, customer feedback, analytics, and operational data to identify opportunities for continuous improvement Oversee experience design projects from ideation to implementation, ensuring alignment with brand and business objectives Develop and maintain service standards and experience guidelines to ensure consistent delivery across teams

Leadership & Development


Work closely with high-performing customer experience design team to mentor and guide on experience design processes, frameworks and strategies Promote a culture of innovation, empathy, and customer obsession Support internal training and development initiatives focused on customer-centricity

Requirements

Bachelor's Degree in Design, Business, Marketing, Psychology, or related field Minimum 5+ years of experience in customer experience, user experience, product design & innovation Background in financial services, fintech, or digital platforms Proven track record in customer experience strategy and service design Experience with design thinking, journey mapping, and customer research Familiarity with project management tools and agile methodologies Strong leadership and team management skills Excellent communication and storytelling abilities Analytical mindset with a passion for solving complex problems Ability to influence cross-functional stakeholders and drive change Proficiency in customer research, UX/UI principles, and experience design tools

Benefits to Joining Propel

Growth and opportunity - we pride ourselves on promoting from within Incredible company culture Competitive salary and health benefits Comprehensive vacation package Group health and dental benefits Group RRSP program Support for new parents Diverse and inclusive workplace



Should you require accommodation throughout any stage of the recruitment and selection process, please specify your requirements when submitting your application and we will work with you to accommodate your needs.


We welcome and encourage applications from individuals from all groups, including aboriginal, women, visible minorities, and persons with disabilities, regardless of race, ethnicity, family status, national origin, age, people from gender and sexually diverse communities, and/or people with intersectional identities.


We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted. No agencies or phone calls.