Manager, Customer Experience & Transformation

Role Overview

The Manager, Customer Experience & Transformation puts the customer at the centre of process design and continuous improvement. The role analyzes customer complaints, surveys and NPS results, incidents, operational data and competitive benchmarks to identify root causes of customer friction, emerging trends and opportunities for improvement.

What You Will Do

The role designs, develops, tests, implements, measures and manages processes to improve customer outcomes, NPS and competitive performance.

Why It Might Be a Fit

The ideal candidate will have a deep understanding of customer experience and business trends, and be able to influence stakeholders and drive outcomes without direct authority.

Requirements

• Typically 5–7 years of relevant experience
• Post-secondary degree in a related field of study
• Deep understanding of, and problem-solving ability for, issues within the business/group
• Experience analyzing customer feedback (NPS, surveys, complaints, incidents) and translating insights into actions that improve the customer experience
• Experience with customer analytics, reporting and visualization tools such as Excel and Power BI
• Strong ability to influence stakeholders and drive outcomes without direct authority
• Proven ability to effectively manage multiple priorities and initiatives
• Knowledge of business analysis, project delivery practices and standards across the project lifecycle
• Knowledge of business/group processes, procedures and controls, including process design and continuous improvement
• Understanding of risk, regulatory and compliance requirements
• Deep knowledge and technical proficiency gained through extensive education and business experience
• Verbal and written communication skills
• Collaboration and team skills
• Analytical and problem-solving skills
• Influence skills
• Data-driven decision making

Benefits

• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans