Canada's Top 100 Employers (2025) Magazine - Flipbook - Page 50
50
( 2025 )
SPONSOR CONTENT
The Questrade team focuses on the customer journey
P
hilip Lengden joined
Questrade Financial Group
in 2022, not long before the
company’s leaders began
working to wrap their organizational
model around their customer’s
journey. Within a year and a half,
Lengden had become a squad leader
responsible for supporting a crossfunctional team of 23 developers to
meet organizational goals.
QuestWork, the new customer
journey framework, was implemented in the last half of 2023. “Our
mission and goals are front and
centre, and teams, roles, duties and
expectations are clearly defined. It’s
easy to see how all our team goals
align,” says Lengden, senior product
manager, personal finance.
“Two things make Questrade
a top employer – a supportive
culture with good people who
care, and the opportunity for
employees to see their work
make an impact.”
— Praneil Ladwa
Chief Product Officer and Head,
International Operations
“It’s transparent,” says Praneil
Ladwa, chief product officer and
head, international operations. “Each
team works to enhance a customer
journey through a different stage
of life, from managing cash flow to
growing wealth to owning a home
and protecting valuables. The teams
understand the unique financial
challenges and aspirations of clients
and the outcomes their team is
driving.”
As journey leader, Ladwa
keeps everyone on track toward
Questrade’s mission to help
Canadians become much more
financially successful and secure. He
leads annual planning and quarterly
update meetings. He meets weekly
with his mission leaders, who work
directly with squad leaders, to assess
how work is progressing. It’s all in
service of customer needs.
“QuestWork has rekindled our
entrepreneurial spirit and execution.
This empowers us to harness our
collective expertise while embracing
the agility of a start-up – even as a
global enterprise with close to 3,000
employees,” says Ladwa.
Questrade Financial Group is
headquartered in Toronto. Through
its companies, it provides securities
and foreign currency investment,
professionally managed investment
portfolios, mortgages, insurance, real
estate services, financing, and more.
The workplace is flexible – a combination of remote and in-person
work. Lengden’s team comes into
the office twice a week. A downtown
office, in addition to the head office
in North York, eases the commute for
many employees. Professional development is encouraged, and Lengden
takes part in an internal leadership
program. His recent behavioural science certification was subsidized by
the company’s education assistance
program.
Questrade has several initiatives
aimed at promoting from within.
Newsletters and emails inform staff
of upcoming positions. The Spotlight
Program recognizes and showcases
an employee in a different role every
month on LinkedIn, which also
provides information for potential
The supportive culture at Questrade Financial Group extends
beyond the workplace to include charitable endeavours like the
Sporting Life 10k in Toronto.
candidates who want a glimpse into
the Questrade culture.
Lengden finds the culture at
the company to be friendly and
collaborative. Right from the start,
he experienced an open-door policy
across the organization where questions are encouraged. Now he runs
a bi-weekly brainstorming session
with colleagues across teams, often
looking for ideas to solve concerns
brought up by mission and journey
leaders.
“In our new organizational model,
creativity and innovation emerge
from cross-team conversations,” says
Lengden.
$
5,000
maximum tuition subsidies
Holding quarterly planning
sessions and collaborating with
other teams on how to execute
organizational objectives has been
invigorating for Lengden. Each
quarter, his team members work in
five to six two-week sprints that each
result in something being released
to customers. “It‘s motivating to see
results,” says Lengden.
In the end, Ladwa believes that
strategy can go only so far. “Two
things make Questrade a top
employer – a supportive culture
with good people who care, and the
opportunity for employees to see
their work make an impact.” ¢
$
10,000
mental health coverage per year
Come shape your future
at Questrade.
Visit Questrade.com/Careers
