Customer Experience

3 weeks ago

Old Toronto, Canada CI&T Software S.A. Full time
Customer Experience (CX) Director, Canada

We partner with the world’s most valuable brands to build digital solutions that transform businesses. As a digital native, we bring a 29-year track record of accelerating business impact through complete and scalable digital solutions. With a global presence of 6,000+ professionals in strategy, research, data science, design, and engineering, we unlock top-line growth, improve customer experience, and drive operational efficiency.

Hi There, This is Laura, part of the Talent Attraction team from CI&T

We are lookingfor a CX Director in Canada to work on a project in an international project. The Director of Customer Experience (CX) plays a crucial role in shaping and enhancing the way customers interact with CI&T clients across various touchpoints. This position is a leadership position and is strategic in nature involving a blend of user experience, content, business acumen and customer analytics.

The Director of Customer Experience (CX) is responsible for leading the strategy and implementation of customer experience initiatives for CI&T clients to enhance customer interaction, adoption, satisfaction, loyalty, and advocacy. This role involves understanding the complete customer journey from marketing through to digital production adoption and includes identifying pain points and creating innovative solutions to improve the overall customer experience.

The Director of CX will work closely with various teams including marketing, product management, sales, customer service, technology to ensure a cohesive customer experience. This person has to be able to manage client expectations, be a thought partner, and be an advocate for CI&T’s design, content, research, and analytics teams.

Responsibilities:

- Strategy Development: Design and implement comprehensive CX strategies that align with the company’s business goals.

- Team Leadership: Manage and expand the customer experience team. Provide training and mentorship to team members and ensure high-quality work-product for the client.

- Cross-functional Collaboration: Partner with CI&T delivery teams to create a seamless customer experience associated with digital products or services.

- Experience Design: Oversee the design and implementation of experience enhancements, design strategies and content delivery across product lines and customer service protocols.

- Customer Insights: Utilize analytics and customer feedback to derive actionable insights that drive improvement in the customer experience.

- Performance Metrics: Define and measure key CX metrics to assess effectiveness and identify areas for improvement.

- Innovation and Continuous Improvement: Stay abreast of industry trends and competitive insights to foster innovation within the team.

- Resource Management: Ensuring resources are used efficiently to maximize return for client spend.

- Client Management: Become a thought partner and trusted resource with our most senior clients, manage expectations and regularly present updates to senior stakeholders about the status, progress, and results of customer experience strategies and execution.

Requirements:

- Demonstrate expert written and verbal English language skills

- Degree in Business or Design Degree preferred

- Proven experience in a customer experience, design leadership, content strategy or customer research role (minimum of 15+ years experience).

- Excellent leadership skills with experience managing teams and developing staff.

- Outstanding communication and interpersonal skills to effectively convey ideas and build relationships.

- Strategic thinking with the ability to anticipate future needs and trends in customer experience and design

- Ability to facilitate complex workshops and drive to client consensus

- Customer-centric mindset with a passion for improving the customer experience.

- Understanding of service design and/or other CX approaches

- 100% paid health & dental benefits starting day one

- Retirement match

- Paid parental leave

- Dedicated career advisor

- And so much more…

#MidSenior

#LI-LO1

CI&T is an equal-opportunity employer. We celebrate and appreciate the diversity of our CI&Ters’ identities and lived experiences. We are committed to building, promoting, and retaining a diverse, inclusive, and equitable company and culture focused on creating a better tomorrow.

At CI&T, we recognize that innovation and transformation only happen in diverse, inclusive, and safe work environments. Our teams are most impactful when people from all backgrounds and experiences collaborate to share, create, and hear ideas.

We strongly encourage candidates from diverse and underrepresented communities to apply for our vacancies.

#J-18808-Ljbffr

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