CX Data and Insights Manager

About the role

HomeEquity Bank is a Schedule 1 Canadian chartered bank and the leading national provider of reverse mortgages, with a growing portfolio. As the only bank solely dedicated to serving homeowners 55 and up, we're passionate about helping Canadian homeowners live retirement on their terms. We live that commitment every day, with a range of reverse mortgage solutions that include our flagship CHIP Reverse Mortgage™ product. OUR VALUES, OUR PASSION At HomeEquity Bank, our values drive and inspire our actions with our customers, our partners and each other. Customer-Focused. Passionate Advocates Courage to Act. Do the Right Thing One Team. One Vision Think Long-Term. Ever-Evolving Be Exceptional. Inspire Greatness POSITION SUMMARY The CX Data & Insights Manager is responsible for the management and implementation of programs that capture, analyze, and translate the voices of customers and partners into clearly communicated, actionable insights that inform strategic and operational decision-making across the organization. This role manages the Voice of the Customer (VoC) and Voice of the Partner (VoP) programs, as well as the Customer Research Community, overseeing the collection, synthesis, and clear communication of feedback and research insights across key touchpoints in the customer journey. Through a mix of primary and secondary research, customer feedback programs, digital sentiment monitoring, and ongoing customer engagement initiatives, the Manager, CX Data and Insights ensures the organization maintains a deep and current understanding of the needs, motivations, and experiences of its customers and our core demographic, Canadians 55+. The role plays a critical part in elevating a data-driven, customer-centric culture, ensuring that marketing strategies, product and service design, and organizational priorities are grounded in evidence and informed by the real needs of our unique customer base. Situated within the Marketing department, this role partners closely with teams across client services, strategy, product, marketing, sales, technology, and operations to ensure customer insights inform decisions across the organization. By identifying friction points and opportunities throughout the customer journey, the Manager contributes to improvements in customer experience, engagement, satisfaction, and Net Promoter Score (NPS). MAJOR RESPONSIBILITIES Voice of the Customer & Partner Programs Manage and evolve the organization's Voice of the Customer (VoC) and Voice of the Partner (VoP) programs, ensuring systematic collection, analysis, reporting, and absorption of feedback across key journey touchpoints. Oversee the triage and management of customer feedback requiring follow-up, ensuring issues are escalated and addressed appropriately in collaboration with relevant teams. Analyze feedback and behavioural data to identify and report on key drivers of satisfaction, dissatisfaction, loyalty, and advocacy. Translate insights into clear recommendations that inform CX improvements and business priorities. Customer Research & Insights Leadership Build, implement, and grow a Customer Research & Insights Community on the Alida platform that helps the organization understand the real wants, needs, and friction points of customers, and informs the Bank's thought leadership initiatives. Design and execute qualitative and quantitative research initiatives, including surveys, interviews, focus groups, and secondary research reviews. Montor and maintain Community health and ensure optimal participant engagement and satisfaction that can be leveraged for ongoing studies, rapid feedback, and concept testing. Identify and synthesize patterns and trends in customer data, translating complex findings into clear insights for internal stakeholders. Public & Customer Sentiment & Reputation Management Monitor and manage the organization's public customer feedback channels, including Trustpilot and Google Reviews. Coordinate responses to reviews and complaints, ensuring timely and empathetic communication that reflects brand standards. Analyze online feedback trends to identify emerging issues, reputational risks, and opportunities for improvement. Continuous Improvement Translate research findings into clear, actionable insights and recommendations that inform campaign development, messaging effectiveness, customer engagement and satisfaction strategies. Develop and maintain customer insight reporting frameworks, including dashboards, research summaries, and executive presentations. Track and analyze key customer metrics, including Net Promoter Score (NPS) and other customer experience indicators. Stay current on research methodologies, industry trends, and demographic insights affecting Canadians aged 55+, proactively sharing relevant insights across the organization. Ensure insights are shared effectively across the organization through regular reporting, presentations, and cross-functional coll

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