Head of Customer Insights & Product Analytics

Join us to build a more rewarding financial future for all Canadians

At Neo, we’re on a mission to build a more rewarding financial future for all Canadians. Life at a rapidly expanding tech startup isn’t for everyone. It’s complex, fast-paced, high-pressure, but also incredibly fulfilling. Since its founding in 2019, Neo has gained incredible traction and is one of the fastest-growing fintech companies in Canada.

• #1 Fastest Growing Company in Canada for 2024 by Globe & Mail
• Deloitte’s Fast 50 in Canada Winner for 2023 and 2024
• LinkedIn’s Top Startup in Canada for 2022 and 2023
• Top-ranked mobile apps and credit cards
• Team of 700+ people
• 1M+ customers
• 10K+ retail partners

The Role

We are hiring a Head of Customer Insights and Product Analytics to uncover, interpret, and share the data and customer perspectives that shape Neo’s most important decisions. You will lead the programs, tools, and analysis that reveal how Canadians use and experience our products, combining qualitative voice of customer feedback with quantitative product analytics to explain both what is happening and why it matters.

In this senior leadership role, you will define the vision for how insights fuel strategy across the company, and you will build the systems to make them repeatable and scalable. This includes overseeing our analytics infrastructure, customer feedback platforms, and research frameworks, as well as ensuring experimentation and statistical best practices are embedded into how we build and launch products. You will work closely with product managers, designers, and engineers to guide hypothesis generation, test design, and data interpretation, ensuring that decisions are grounded in both evidence and empathy for our customers.

We are looking for someone who has scaled insights or analytics functions, implemented robust product experimentation programs, and turned complex data into clear and compelling narratives that drive measurable change. If you are excited to set the strategy, build the foundation, and contribute directly when needed, this role is for you.

What you'll be doing:

• Lead Voice of Customer Programs: Design and manage structured feedback loops across channels (e.g., surveys, interviews, support tickets, app reviews) to surface actionable insights and drive customer-centric decision-making.
• Oversee Product Analytics Strategy: Own the end-to-end approach for product data, including instrumentation, KPI development, dashboards, and experimentation frameworks in collaboration with product and engineering.
• Synthesize Multi-Source Insights: Integrate qualitative and quantitative inputs (e.g., NPS, churn reasons, user behaviour, market research) to inform product strategy and prioritize customer pain points.
• Explore Adjacent Opportunities: Could include ownership of customer segmentation frameworks, journey mapping, or competitive benchmarking to further enrich strategic planning.
• Lead, grow, and mentor a team of high-performing product analysts: You’ll develop talent, shape team culture, and create the conditions for great work.
• Elevate quality and execution across your teams through strong systems, clear feedback, and day-to-day coaching.
• Champion a culture of speed, ownership, and learning. We move fast but we don’t cut corners.

Who we are looking for:

• 6+ years of analytics experience.
• Domain experience in banking and/or fintech is a strong asset, but as important is your ability to ramp fast and think like an owner.
• You’ve built and led analytics teams in high-growth environments, ideally with both 01 and scaled experience.
• You’re a strategic thinker who can move between long-term planning and in-the-weeds execution without missing a beat.
• You bring strong product judgment, clear systems thinking, and a bias toward action.
• You’ve led cross-functional workstreams that include technical complexity, ambiguous problems, and diverse stakeholder input.
• You care deeply about talent: hiring the right people, growing them fast, and building a healthy, high-performing team.
• You lead with influence, not just authority. You know how to rally people around a vision, and communicate clearly up, down, and sideways.

Working at Neo:

The people who thrive at Neo are resourceful, growth-oriented, and driven to win. We hold ourselves to high standards because we’re on a mission that matters: to build a more rewarding financial future for all Canadians. As individuals and as a team, we constantly challenge ourselves and each other to do our best work for our customers. Our commitment to customer success drives everything we do, from building intuitive products to providing exceptional support at every step of their journey. If this resonates with you, keep reading.

We trust, respect, and support each other. This means honest conversations, constructive input, and continuous support. You’ll be surrounded by people who push you to be your best. We primarily collaborate in person across our Calgary, Winnipeg, and Toronto offices. As we evolve rapidly, we’re looking for change-makers who thrive on challenge—people who would rather blaze a trail through uncertainty than follow a well-paved path.

All team members have a stake in Neo’s success and earn meaningful equity through stock options. This ownership mindset is at the heart of everything we do — when Neo grows, we all grow. If you’ve heard that Neo employees work hard, it’s true. We hold ourselves accountable for delivering on our commitments to our customers, partners, and each other. Working at Neo means taking ownership of your work and driving results, knowing that your contributions directly impact the company’s success.

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.

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