First Vice-President, Customer Experience & Assurance

Job Title

Responsibilities include but are not limited to:

• Lead Quality Assurance strategy, execution, and calibration to ensure consistent, compliant, high quality customer interactions across all channels.
• Oversee escalations, complaints, special servicing, and social media care, ensuring timely, accurate, and risk aware resolution.
• Analyze quality, complaint, NPS, and Voice of the Customer insights to identify root causes, reduce repeat issues, and improve processes and customer experience.
• Embed quality and escalation insights into coaching, training, and knowledge resources through close partnership with Learning & Development.
• Lead the Support Leader function to provide frontline decision support and guidance.
• Partner cross-functionally with Product, Technology, Operations, and Service teams to influence policy, process, and knowledge improvements.
• Support Customer Care leaders with data driven insights, performance governance, and coaching enablement.
• Champion a culture of accountability, inclusion, engagement, and continuous improvement.