What’s in it for you as an employee of QFG?
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Health & wellbeing resources and programs
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Paid vacation, personal, and sick days for work-life balance
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Competitive compensation and benefits packages
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Work-life balance in a hybrid environment with at least 3 days in office
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Career growth and development opportunities
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Opportunities to contribute to community causes
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Work with diverse team members in an inclusive and collaborative environment
We’re looking for our next Director UX Research . Could It Be You?
Questrade Financial Group (QFG) is hiring a Director to lead our UX Research team. The Director of UX Research will lead our efforts to deeply understand our customers, their behaviours, needs, and preferences. This role is crucial for driving customer-centric strategies and ensuring that the customer’s voice is at the forefront of our decision-making. The ideal candidate will be a strategic thinker with a strong analytical background, proven track record of mixed method approaches to customer research, exceptional communication skills, ability to collaborate with product teams, and a passion for uncovering actionable insights that drive business growth and enhance customer experience. We’re on a mission to help millions of Canadians achieve their financial goals by helping them take control of their financial destiny.
Need more details? Keep reading…
In this role, responsibilities include but are not limited to:
About you
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A critical thinker and creative problem solver who sees opportunities where others see obstacles
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A customer-first strategist with a focus on long-term wins over short-term gains
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Data-driven and intuitive, with a balanced approach to consumer insights and analytics
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A proven leader who inspires teams to perform their best and deliver results
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Ambitious and results-oriented, skilled at balancing perfection with fast execution
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Obsessed with customer experience and satisfaction
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Excited to explore new methods and tools for research and analysis
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Proactive, positive, and aligned with Questrade’s mission and values
What You’ll Lead
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Guide and Inspire Your Team: Manage a diverse team of mixed-methods researchers and service designers, fostering a culture of collaboration, growth, and excellence. Naturally you will inspire other team members throughout the organization.
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Advance our Strategic Vision for UX Research: Maximize the impact of ux research on product strategy, design decisions, and getting to know our customers more deeply.
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Evolve and Integrate our Voice of Customer Program: Define and implement a comprehensive voice of customer program that ensures customer feedback is rigorously collected, analyzed, and integrated into our product development process.
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Lead Research Initiatives: Oversee the design, execution, and analysis of a wide range of qualitative and quantitative research initiatives, including surveys, customer interviews, co-design workshops, and market research. You will be at the centre for supporting your team in influencing and improving customer experiences by turning feedback into actionable business insights.
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Insight Communication and Storytelling: Translate data and customer insights into compelling and memorable stories that reveal truths and inspire teams around the organization to care and take action.
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Cross-Functional Collaboration: Partner closely with Product, Product Design, Engineering, and Marketing and embed customer-centricity into every stage of our product lifecycles. Ensure that customer insights are integrated into decisions, product development, and potential marketing campaigns.
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Champion the Customer: Advocate for our customers, ensuring their voice is heard and understood throughout the organization.
So are YOU our next Director UX Research? You are if you…
What You’ll Bring
We believe in the power of potential, not just qualifications. If you’re excited about this role but don’t meet every single requirement, we still want to hear from you! We value diverse skills and experiences, we encourage you to apply—let’s see what you bring to the table!
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Mixed-Methods Expertise: You balance deep expertise in both qualitative and quantitative research methodologies, with a passion for building a thriving mixed-methods practice.
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Strong People Leadership: You have significant experience hiring, managing, mentoring, and inspiring high-performing research teams. You excel at fostering a collaborative, inclusive, and growth-oriented environment where researchers can thrive. You celebrate successes and provide constructive feedback to promote continuous growth.
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Exceptional Collaboration and Communication: You have an ability to articulate rationales with confidence to diverse audiences and influence strategic decisions for delivering exceptional customer experiences. You build strong, productive relationships through clear communication, mutual respect, and a commitment to shared success.
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Strategic Problem Solving: You are a critical thinker, able to dissect complex problems, identify opportunities for improvement, and develop innovative research strategies that align with business objectives.
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An Open Mind to AI: You strategically and sensibly leverage AI as a tool for enhancing research methodologies, identifying novel insights, and driving innovation while maintaining a critical perspective on its application.
Additional kudos if you…
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8+ years of experience leading customer experience, with a track record of leading research initiatives and teams.
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Proven track record of leading research teams within a fast-paced, large, digital product environment
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Demonstrated experience influencing product strategy and design decisions through impactful research insights
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Familiarity with CX tools such as (but not limited to): Qualtrics, Medallia, Amplitude, Python, Power BI, Tableau.
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Experience with FinTech is a bonus!
Compensation Information:
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The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.
Sounds like you? Click below to apply!
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