Civil Experience Management

2 months ago

Montréal StLaurent, Canada CAE Full time

About This Role

Civil XM objective:

Coordination and alignment of Customer Experience (CX), Brand Experience (BX), Employee Experience (EX), and Product Experience (PX) efforts across the Civil organization

Civil XM scope:

  • Develop and implement a comprehensive Civil CX strategy, aligned with CAE OKRs
  • Identify inefficiencies in existing processes and recommend improvements to enhance the overall customer experience
  • Develop Voice of Customer playbook for core businesses to ensure guidance and compliance with Civil Aviation XM standards
  • Implement metrics and KPIs to track the effectiveness of XM strategies and initiatives
  • Analyze data to identify trends and opportunities for improving the customer experience (Civil Scorecard)
  • Conduct ROI modeling and integration of operational data to measure financial impact of XM initiatives

Civil XM FY25 OKRs:

  • Create and implement XM scorecard for Civil Aviation training, product and software solutions performance reporting​
  • Develop additional XM metrics and correlations to business outcomes to enhance data analytics (e.g. response rate statistics, CES, ROI, employee engagement)​
  • Develop Voice of Customer playbook documentation for core businesses to ensure guidance and compliance with Civil Aviation XM standards

Nick Leontidis (COO) FY25 OKR:

  • Improve customer experience: achieve NPS targets in each BU

Additional R&R:

Deploy the global experience management vision, strategy, and roadmap in Civil

  • Drive robust and scalable KPI leadership around Customer Experience (e.g. NPS) to ensure that we achieve/exceed our customer support goal consistently in Civil
  • Partner with our vendors, such as Qualtrics and ASI, to ensure execution on projects is timely and high-quality
  • Focus on impact and value of various initiatives that are deployed, leverage data and analytics to determine trends, and adapt accordingly

Support communication, deployment and application of strategy related to customer-centric mindset/culture to internal stakeholders

  • Partner with BUs to prioritize initiatives that align with business priorities and ensure seamless deployment within operations
  • Responsible for special action plan(s) related to customer escalation and/or special projects related to customer satisfaction
  • Display client centricity in each interaction with the customer and ensure the same focus is relayed throughout CAE's organization

Embody customer satisfaction and relationship building

  • Responsible for customer satisfaction level across Civil
  • Partner with BU CX teams, in order to provide guidance on building and delivering action plan related to customer satisfaction improvement
  • Responsible to ensure that customer self-serve tools are maintained at best-in-class level
  • Builds relationship with internal support departments

Operational excellence

  • Maintain Civil XM budget and track spending throughout year
  • Lead action from internal audits and ensure actions are completed and long-term compliance
  • Facilitate with communications of new global brand guidelines and transition plans

Our ideal candidate has:

  • 5+ years of work experience, preferably in XM or related field
  • A bachelor's degree in Business, Marketing, or related field
  • Exceptional written and verbal skills, and the ability to take complex concepts and explain them simply and briefly
  • A detail-oriented mindset
  • Passion for collaborating with cross-functional teams
  • The ability to influence colleagues and manage change
  • A self-starter persona with the flexibility to adapt to ambiguous situations
  • A genuine personality that is experienced in sharing new ideas and humble while listening to others
  • Critical thinking skills to ascertain the most effective strategies
  • Proven problem-solving, team building, project management, and leadership skills
  • Robust skills in Microsoft PowerPoint and Excel are a minimum

Position Type

Temporary (Fixed Term)

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

Equal Opportunity Employer

CAE is an equal-opportunity employer committed to diversity, equity, and inclusion. As "One CAE," we take affirmative action to ensure equal opportunity for all applicants regardless of race, nationality, colour, religion, sex, gender identity and expression, sexual orientation, disability, neurodiversity, Veteran status, age, or other legally protected characteristics.

If you don't see yourself fully reflected in every job requirement listed in the job posting, we still encourage you to reach out and apply. At CAE, everyone is welcome to contribute to our success. If reasonable accommodation is needed to participate in the job application or interview process, please get in touch with us at rh-

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