Job Description

What makes you great for this role?
You are an excellent service-oriented leader who captures customer data to deliver actionable insights to drive customer experience improvements. 

We have: 

• A team of highly skilled, dedicated and collaborative staff
• Leadership that supports you
• An enterprise that embraces change
• A work environment that has flexible work locations (including remote), hours of work and overall employee wellness support

You have: 

• Completion of post-secondary education (university degree or college diploma) in a related field (ie. Statistics, Business, Communications, Mathematics)
• Minimum of 7 years of progressively responsible experience in customer experience research and/or Voice of the Customer (VoC) programs/project management
• Experience gathering client insights through a variety of qualitative and quantitative research methods including online surveys (i.e. Qualtrics), social media, call/contact center, etc. for a holistic view of the customer experience
• Strong data and analytical skills, with demonstrated proficiency in applying these skills to deliver clear insights and a compelling story that drive strategic decisions
• Knowledge of data analytics tools, customer relationship management (CRM) systems, MS Office suite and other technology solutions, to analyze, manipulate and present data
• Adept knowledge in CX methodologies, tools and best practices
• Proven experience and strong knowledge of customer experience metrics to provide a full picture of our CX experience
• Strong leadership, collaboration and influencing skills, working with cross-functional groups to promote, deliver and foster a customer-centric culture
• Demonstrated skills in active listening in order to navigate a variety of situations across all levels of the organization as well as with customers
• A strong, demonstrated track record of driving business results and organizational change
• Excellent problem-solving and communication skills 

What you will do: 

• Develop customer journey maps, identifying key touchpoints and opportunities for improvement to overall customer satisfaction and brand trust across each customer segment
• Design research methods and studies, using a mix of qualitative and quantitative research, and oversee execution, to deliver valuable insights
• Monitor customer feedback to identify emerging trends and issues as well as industry trends and best practices to continuously evolve the customer experience strategy
• Synthesize research finds, prepare reports and present insights and recommendations to stakeholders and executives 
• Foster relationships and consult with internal business partners to understand the business strategies, drivers, and plans
• Lead change management initiatives and advocate for customer-centric decision-making across the organization
• Collaborate with cross-functional teams to identify root causes of customer issues and develop action plans
• Identify any new metrics and data sources and support the development of new client feedback programs
• Support with market research studies to explore client usage, behaviour, perceptions, beliefs, attitudes, and values by leveraging qualitative and quantitative methodologies 
• Recommend quarterly and yearly CSX metrics targets, including Net Promoter Score, and measure performance against targets
• Support a best practice learning environment to allow successful management, coaching and mentoring of staff
• Identify unit operating budget requirements, monitor and forecast monthly allocations and develop plans to mitigate variances