Customer Experience

2 weeks ago

Edmonton, Alberta, Canada Alberta Blue Cross Full time
Alberta Blue Cross is an Alberta based organization dedicated to delivering exceptional customer experience and community leadership.

We're committed to providing the best health coverage to over 1.8 million members and take an active role in promoting wellness.

We believe in what we do—and place trust in our employees to deliver our vision.

Working at Alberta Blue Cross means having a career where you'll be recognized for your contributions. We value diversity, encourage our employees to maintain a healthy work-life balance and provide opportunities for career growth.

OVERVIEW:

WHAT YOU WILL DO:

  • Lead and inspire around all areas that support customer and employee experience.
  • Play an advisory/consultancy role to our business units and departments as an expert in CX methodology and practice
  • Design, develop and lead CX processes, pilots, projects and programs as guided by our strategic and operational plan achieving business unit goals and organizational success outcomes
  • Understand and know our customer segments and personas and use this to educate and build empathy with appropriate stakeholders
  • You will develop, deliver and support, CX training & various facilitations within and outside the organization related to the initiatives you lead
  • You will distill the voice of the customer, the insights and impacts, to various audiences and work with the business to effectively take action
  • Take an _outcomes first_ approach to understand project objectives along with the foresight to how they will be measured.
  • In collaboration with our data analysts, measure, track and communicate CX success metrics outcomes and key performance indicators

WHAT YOU WILL HAVE**:

  • A postsecondary degree in a related field or relevant experience.
  • 5 to 10 years business experience in a similar role, preferably in customer experience.
  • Those with a CX certification or training will be preferred (ex. CCXP, FCXP, etc.)
  • Those with previous consulting experience will be preferred.
  • Previous experience in conducting market research is an asset.
  • An understanding of project management principles and practices is an asset.
  • Experience in business intelligence processes and systems would be an asset.
  • Experience with customer feedback management platforms is an asset
  • Outstanding emotional intelligence competencies.
  • A strong background in problem solving, process improvement and change management.
  • Exceptional listening, oral, written and presentation skills.
  • The ability to persuasively communicate and collaborate with others at all levels within the organization and influence others without direct authority.
  • Experience in partnering with organizational leaders to identify opportunities and deliver effective approaches that generate results.
  • Experience facilitating and guiding group workshops of various sizes and audience makeups.
  • An entrepreneurial, curious attitude with commitment to continuous learning.
  • The ability to manage ambiguity and competing priorities with creativity and confidence.
  • Strong analytical skills, with a proven track record of understanding CX metrics and deriving insights from both quantitative and qualitative data.


Alberta Blue Cross is an inclusive employer committed to a workplace that reflects the diversity of the communities we serve.

We empower and are advocates for our employees by welcoming, respecting and valuing their unique perspectives, backgrounds, and experiences.

We offer a competitive salary and benefits package and the opportunity to work in an innovative, high-energy team-focused environment. If you have the qualifications we are looking for, please apply.

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