Customer Experience Specialist

2 months ago

Oakville, Canada Phoenix Search Group Inc. Full time
Customer Experience Specialist - bilingual

Part Time / Full Time

Customer Experience Specialist - bilingual

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

EXPERIENCE IN A SAAS ENVIRONMENT. IS PERFECT.

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

PLEASE NOTE, THIS ROLE IS NOT CUSTOMER SERVICE, BUT CUSTOMER EXPERIENCE, PLEASE KNOW THE DIFFERENECE

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Phoenix Search Group Inc. in Oakville, Ontario, Canada

Phoenix Search Group Inc. in Oakville, Ontario, Canada

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