CAREERS & JOBS (LOYALTY & CX)

Neo Financial is hiring: Head, Loyalty

Come Build a Better Financial Future for all Canadians

At Neo, we’re building a more rewarding financial experience for all Canadians.

Life at a rapidly expanding tech startup is demanding, exhilarating, and not for everyone.

From world-class creative minds to brilliant engineers, it’s high-performing people that make Neo a workplace with passion and purpose.

Since being founded in 2019, Neo has built incredible traction and is one of the fastest growing fintechs in Canada.

• LinkedIn’s Top Startup in Canada for 2022 and 2023
• Top-ranked mobile apps and credit cards
• Canada’s top-rated credit card
• Team of 700+ people
• 1M+ customers in 3 years
• 11K+ retail partners

High Performance at Neo

We recruit, hire, and build our company culture around these attributes:

Teamwork: We trust, respect, encourage, and show up for each other — through good times and hard. We’re on this mission not just for ourselves, but also for the people we work with — and ultimately, for our customers.

Ownership: We all have a stake in Neo’s success — so we go out of our way to do what needs to get done. We hold ourselves accountable to deliver on our commitments — to our customers, to our partners, and to our team. When we fall short, we find a way to do better in the future.

Professional Integrity: We’re asking millions of Canadians to trust us with their hard-earned money — so we hold ourselves (and each other) to the highest standards of integrity.

What You’ll Be Doing

Loyalty P&L Management

• Develop and own the P&L for Neo’s loyalty system, working closely with the rest of the Operations Leadership team to effectively price loyalty tiers to achieve target margin and behavioral outcomes by tiers
• Translate target forecast into programs of initiatives and opportunities designed to ensure delivery against forecast, and drive execution of such initiatives to achieve business outcomes
• Monitor and interpret market trends and competitor actions to determine required response and changes in our loyalty product offering that align with Neo’s corporate objectives
• Identify and mitigate risks that could adversely affect the financial outcomes within the target forecast; create controls, early warning systems, and planned responses to track materialization of potential risks
• Identify, business case, develop and launch new loyalty offerings based on a deep understanding of customer needs and risk alongside business objectives
• Refinement and establishment of required operational cadencies and reporting to ensure robust tracking against plan and ability to quickly identify and correct gaps (i.e. daily, weekly, monthly, quarterly, and annual cadences)
• Work closely with rest of the Operations team leadership to ensure a customer-centric and integrated approach in planning

Promotional management

• Develop and own Neo’s offer / promotional strategy to drive behavioral change; integrating offers and promotions with Neo’s broader loyalty framework
• Own development of available offers at a customer level for use by Neo’s Growth team
• Track performance of promotional offers using a test and control framework to ensure payback in line with Neo’s corporate objectives

Commercial Partnerships

• Own commercial partnerships with external partners and vendors embedded into Neo’s loyalty offering, ensuring customer value and
• Identify, negotiate, and launch new integrated partnership offerings in line with Neo’s loyalty strategy

Customer Engagement & Research

• Own primary and secondary customer research at Neo to improve our understanding of Neo’s customer segments to support gap identification and business case development

Team & Leadership

• Development of the target state operating model for Neo’s loyalty system, including organizational structure, key processes, data & reporting requirements, and cross-functional interfaces
• Work closely with the People team to identify human capital requirements and risks to the loyalty P&L and actively address them through recruiting, people development, and personnel decisions
• As a senior leader within Neo, inspire and guide Neo’s broader team towards achieving our financial objectives. Cultivate a culture where the cross functional teams are aligned with the financial goals of the organization.

Working At Neo

Joining Neo means betting on yourself and discovering your full potential. As individuals and as a team, we continually challenge ourselves and each other to do our best work. We’re making change happen at a rapid pace — providing endless opportunities to sharpen your skills, expand your knowledge, and find new solutions to complex problems. That means rapid career progression and constant learning opportunities.

The people who thrive at Neo are resourceful, relentless, and want to win. We hold ourselves to high standards, because we’re on a mission that matters — to transform financial services for the better. If that’s what you’re looking for, read on.

We trust, respect, and show up for each other. That means truthful conversations, frequent feedback, and working with people who push you to be your best. We’re evolving quickly as an organization, we work together in person, and the pace of progress isn’t for everyone. That’s why we’re looking for change-makers who love a challenge — who would rather blaze a trail through uncertainty than travel a well-paved road.

Our team members earn meaningful equity in the company through stock options — so Neo’s growth benefits everyone who helps make it happen. That also means taking on more responsibility than you may have had at your last job. We don’t get hung up on job titles or hierarchy — we’re focused on doing what it takes to accomplish our mission.

Check out these videos from our employees to learn more about Working at Neo.

Apply With Us

We believe in equal opportunity, and are committed to creating an inclusive climate where everyone can thrive. Customers trust us with their finances, so successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check.

Source: Neo