Analyst, Customer Experience

3 weeks ago

Oakville, Ontario, Canada FCT Full time
Company Summary

Come work for a company that's committed to the success of each and every employee. A place where innovators and collaborators come together and build on each other's talents. Where diversity is welcomed and celebrated.

FCT provides industry-leading title insurance, default solutions and other real estate related products and services to legal, lending, valuation and real estate professionals across Canada. With FCT, you will have the opportunity to build a meaningful career. Join us as we continue to do exciting work and make a big impact on our colleagues, customers and communities.

Job Summary

We are continually searching for great talent; individuals who possess a deep commitment to the customers and markets we serve. If you would like to join a company that is committed to the success of each employee and offers challenge, purpose and the opportunity to grow both personally and professionally in a team-oriented environment, you'll enjoy a career with us We understand that fostering a diverse and inclusive environment is critical for the success of our business, and we actively work towards it every day.

If you are passionate about helping shape customer experience "CX" direction and enabling teams to both improve and deliver exceptional experiences, this new role is for you. You will partner closely with various teams to discover actionable insights through the synthesis of both qualitative and quantitative data derived from interactions across the entire customer journey/lifecycle. You will shape insights into compelling narratives in the form of reports and presentations that help direct where we need to focus our CX efforts. Additionally, you'll get to work with a variety of teams including Marketing, IT, Finance, Product, Operations and our team of CX Advisors to drive CX improvement processes, projects and programs across the organization.

HERE'S HOW YOU'LL CONTRIBUTE:

  • Support the visioning, planning and execution of company-wide CX initiatives including defining, governing and implementing journey mapping to map out and measure the end-to-end customer experience across all touch points
  • Implementation and maintenance of Voice of Customer program including analyzing, measuring and reporting customer insights and CX metrics to all levels of the organization
  • Act as the "Voice of the Customer" to track and manage customer escalations by working with business/operation units to develop mutually beneficial solutions as well as manage our internal enterprise wide empowerment program
  • Creation and facilitation of CX training and onboarding for new hires
  • Design, manage and measure ad hoc surveys, polls, focus groups and other feedback collection methods to capture customer feedback on targeted ideas and opportunities.
  • Lead and participate in cross-functional initiatives to represent the voice of the customer across the organization, including leading problem solving, process improvement and CX journey mapping sessions.
  • Act as influencer and liaison to operation centers on the use of tools, tactics and best practices to be leveraged in order to create an exceptional customer experience

HERE'S WHAT YOU'LL BRING:

  • 2-4 years of relevant experience in a corporate environment where CX and/or Voice of Customer programs are a critical driver of business success.
  • Creative problem-solver with basic skills in human-centered or design-thinking processes, and/or prior experience with Customer and/or User Journey Mapping ·
  • Strong statistical and analytical skills to summarize data using functions and formulas (pivot tables, charts, graphs) as well as demonstrated experience working with data from diverse sources (quantitative, qualitative, various channels) ·
  • Technologically-savvy - ideally, prior experience with surveying software tools, CX or Customer Success tools (such as Thematic,Qualtrics,Clarabridge,Medallia)
  • Proficient in Salesforce and Genesys contact centre/workforce management platform, Microsoft applications including Word, Excel and Powerpoint
  • CCXP certification or completion of all six competencies of CX through approved CCXP vendor
  • Bilingual in English and French is required

HERE'S WHAT SETS US APART:

Through mentoring, innovative tools, and a variety of programs that engage and reward, we empower each employee to be great and drive results.

  • Comprehensive benefits that include virtual healthcare and an Employee & Family Assistance Program
  • Group retirement savings plan with company match
  • Paid holidays and generous paid time off
  • Hybrid work arrangements
  • Paid volunteer opportunities and charitable donation matching
  • Employee recognition programs that include referral incentives
  • Potential for performance-based incentives
  • The opportunity to participate in our stock purchase plan
  • And more

*As per terms of the employment agreement

The Great Place to Work Institute has named FCT one of Canada's Top 50 Best Workplaces, Best Workplaces in Canada for Financial Services & Insurance, Best Workplaces in Canada for Women, Best Workplaces in Canada for Inclusion and Best Workplaces in Canada for Mental Wellness. We're also one of Achievers 50 Most Engaged WorkplacesTM in North America.

By joining us, you will not only be part of an award-winning organization, you will be part of a workforce that is engaged and empowered to succeed.

Thank you for considering FCT. We look forward to meeting you.

In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, a request for accommodation will be accepted as part of FCT's hiring process.

To avoid any delays in the recruitment process, if you require accommodation to apply, please provide your accommodation needs in advance. You may also be required to submit adequate medical/other documentation to Human Resources to support your request for accommodation.

FCT is an equal opportunity employer and is committed to an active nondiscrimination program. All recruitment, hiring, placements, transfers, promotions, training, compensation, benefits, discipline, and other terms and conditions of employment will be on the basis of the qualifications of the individual regardless of race, colour, place of origin, ethnic origin, citizenship, handicap (including mental and physical disability), sex, sexual orientation, gender identity and expression, creed (religion), marital status, family status (being in a parent/child relationship), age, or any other basis prohibited by the applicable provincial or federal human rights legislation.

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