Director Broker Experience

Job Title: Director of Broker Experience Location: Calgary, AB Reports To: President and COO Company: Indi Mortgage Start Date: July 21, 2025 ⸻ About Indi Mortgage At Indi Mortgage, we’re committed to building meaningful partnerships with brokers by providing them with the support, tools, and resources they need to thrive. As a people-first organization, we believe in removing roadblocks, fostering connection, and making it easier for brokers to focus on what they do best—serving their clients. ⸻ Position Overview We’re looking for an experienced and highly connected Director of Broker Experience to lead our internal client engagement strategy and elevate the overall broker journey at Indi Mortgage. This Calgary-based leadership role reports directly to the President and COO and is dedicated to championing the voice, needs, and success of our brokers across the country. As the Director of Broker Experience, you’ll work cross-functionally to remove friction from the broker experience, strengthen communication and support pathways, and ensure that our broker partners feel valued, understood, and empowered. You’ll be a strategic connector, a problem-solver, and a relationship builder with deep roots in the mortgage industry. ⸻ Key Responsibilities • Broker Advocacy: Act as a dedicated advocate for brokers within the organization, ensuring their needs and challenges are clearly understood and addressed. • Support Coordination: Help brokers navigate internal and partner support systems by connecting them with the right people, departments, or external resources. • Experience Enhancement: Identify and remove barriers to broker success through process improvements, streamlined communication, and proactive engagement. • Relationship Management: Build and maintain strong, trust-based relationships with brokers and key stakeholders across the mortgage industry. • Feedback Integration: Develop systems to regularly gather and act on broker feedback to inform service delivery, tools, and overall strategy. • Cross-Functional Leadership: Collaborate with operations, compliance, tech, marketing, and sales teams to align efforts in supporting the broker journey. • Internal Enablement: Work with internal teams to ensure they understand broker needs and are equipped to deliver excellent service. • Strategic Insights: Provide leadership with actionable insights based on broker feedback, market trends, and operational data. • Industry Engagement: Represent Indi Mortgage at key industry events, associations, and meetings to maintain visibility and grow influence. ⸻ Qualifications • Minimum of 10 years of experience in the mortgage industry, with a deep understanding of broker models and operational challenges. • Strong and established industry relationships are essential. • Based in Calgary, Alberta (role requires in-market presence). • Experience working with brokers across multiple provinces or territories; licensing in multiple jurisdictions is an asset. • Proven leadership in broker support, relationship management, or operational improvement. • Excellent communication, facilitation, and interpersonal skills. • Demonstrated ability to work collaboratively across diverse internal teams. • Strategic thinker with a hands-on, service-oriented mindset. ⸻ Why Join Indi Mortgage? • A growing company with a bold vision to redefine broker support. • A leadership team that values innovation, autonomy, and action. • A culture that celebrates collaboration, excellence, and broker success. • Competitive compensation and benefits package. • A chance to make a meaningful impact in a national organization from your base in Calgary. ⸻ Start Date: July 21, 2025 If you’re ready to lead the evolution of broker experience and help shape the future of mortgage support in Canada, we want to hear from you.