Senior Customer Experience Manager, Pointclickcare

• 7 years hands-on experience in customer research defining and implementing CX measurement protocols
• Demonstrated ability to influence business objectives to improve the customer experience
• Developed analytic skills with ability to use data to influence others
• Ability to apply insights to long-term strategic business issues as well as day-to-day business challenges
• Expertise with Excel, PowerPoint, and PowerBI, Qualtrics
• Bachelors degree in business, mathematics, or the sciences

Desirable

• Contract Duration: 6 months, with a potential to extend or convert to full-time
• The Senior Customer Experience Manager will work with the Customer Experience Director and partner with multiple stakeholders across PointClickCare to define, govern, measure the end-to-end customer experience and drive actionable outcomes for improving CX
• Work across the organization to foster a customer centric mindset within and across teams and processes to ensure the customer is at the center of decision-making processes
• Influences stakeholders to adopt a different POV. Anticipates potential objections and influences stakeholders and partners to mitigate concerns or challenges
• Define relationship NPS and transactional customer feedback data collection and reporting mechanisms; automating processes, integrating data sources and centralizing reporting in partnership with the Corporate Data Office
• Oversee ad hoc quantitative and qualitative research projects using a variety of research techniques, providing day-to-day direction and coaching to internal and external resources
• Solves complex issues or problems where analysis of situations or data requires an in-depth evaluation
• Develops and integrates customer experience best practices tools and methodologies into cross-functional initiatives to represent the voice of the customer and support customer experience design efforts