Job Description

Nesto Group is Canada’s leading provider of mortgage technology and financing solutions, with over $73 billion in residential and commercial mortgages under administration. The Group is trusted by many of the country’s most prominent financial institutions.

Nesto Group operates primarily through CMLS, nesto, and Nesto Cloud. Its mission is to build Canada’s mortgage ecosystem of the future and create a true Canadian champion in lending technology and financial services. Join our 1200+ talents across Canada. Visit https://nestogroup.ca/

About the role

Nesto Group is seeking a strategic and data-driven Senior Manager, Marketing & Market Research to lead customer insights, journey measurement, and market intelligence across all business units. This role sits at the intersection of marketing, product, UX, and operations, ensuring that both borrower and mortgage operator experiences are continuously optimized through actionable insights.

You will own the measurement and consumer validation of the end-to-end consumer journey, including NPS, CSAT, and key experience metrics, while enabling product and design teams with high-quality research that informs roadmap and product design decisions.

Key Responsibilities

Customer Journey & Experience Measurement

• Define and operationalize measurement frameworks for NPS, CSAT, CES, and other experience KPIs across the full customer lifecycle
• Map and continuously validate the quality and satisfaction of end-to-end borrower and operator journeys.
• Identify friction points and opportunities to improve satisfaction, conversion, and retention
• Build dashboards and reporting to track journey performance across business units
• Build dashboards and reports for the product manager to track product performance

Operator Experience & Nesto Cloud Validation

• Evaluate the efficacy and usability of Nesto Cloud for mortgage operators
• Measure operator satisfaction, productivity, and adoption of tools
• Translate insights into actionable recommendations for product and operations teams

Market Research & Insights

• Lead qualitative and quantitative research to understand market needs, customer expectations, and competitive positioning
• Identify and prioritize features and capabilities based on market demand and business impact
• Conduct segmentation, persona development, and behavioural analysis

Product & Roadmap Support

• Partner closely with Product Managers to define and validate product opportunities
• Provide data-driven recommendations on prioritization of what to build, why, and for whom
• Support experimentation, concept testing, and product-market fit validation

UX/UI Research Enablement

• Establish Research-as-a-Service capabilities for Product Design and Front-End teams
• Enable continuous UX research (usability testing, user interviews, journey testing, etc.)
• Ensure insights are embedded into design decisions and product iterations

Strategic Influence

• Act as the voice of the customer across the organization
• Influence cross-functional stakeholders (Marketing, Product, Sales, Operations)
• Elevate a customer-first, insight-driven culture within nesto

Who we're looking for

• 5–10+ years in market research, customer insights, or product analytics, ideally in fintech, SaaS, or digital platforms
• Bachelor's or master's in marketing, Data and analytics
• Strong experience with NPS, CSAT, journey analytics, and VoC programs
• Experience with Qualtrics and other insights platforms
• Proven ability to influence product strategy and roadmap decisions
• Experience supporting UX/UI research and design teams
• Strong analytical skills (survey design, data interpretation, segmentation, etc.)
• Comfortable working cross-functionally in fast-paced environments
• Excellent storytelling and stakeholder communication skills

Nice to Have

• Experience in mortgage, lending, or real estate ecosystems
• Worked in a Fintech environment
• Bilingual: French, English

What We Offer

• Build something that matters
  Help reshape how Canadians get mortgages — not incrementally, but fundamentally.
• Real ownership, real impact
  Your work will directly influence product, strategy, and customer experience across nesto.
• Work with A-players
  Join a team of ambitious, curious, and fast-moving people who push each other to be better every day.
• Close to the action
  Work directly with leadership and be part of key decisions — no layers, no silos.
• Grow fast
  As nesto grows, so will your role. We promote builders, not spectators.
• Competitive pay, no fluff
  We offer strong compensation aligned with the impact you bring.
• Flexibility that makes sense
  Flexible hours, solid benefits, and a culture that respects life outside of work.

Diversity & Inclusion

At nesto, we believe that creativity and collaboration are the result of a diverse team. We are committed to fostering a culture of diversity, equity, inclusion, and belonging, and we strongly encourage women, people of color, LGBTQIA+ individuals, and individuals with disabilities to apply. We are committed to creating a workplace that is inclusive and welcoming to all. This is a remote position that can be filled by anyone from anywhere in Canada.