Specialist Customer Experience

3 months ago


Winnipeg, Canada CPKC Full time

**PURPOSE OF THE POSITION**:
This position will gather, analyze, and leverage CS operational data, and turn insights into actions to drive improved customer experience. This position will be accountable, through disciplined measurement of CS operations, to drive management priority of CS Coordinator coaching and development.

This position can be based in Winnipeg, Manitoba or Kansas City, Missouri.

**POSITION ACCOUNTABILITIES**:

- Proactively mine, analyze, and leverage CS operational data, and provide insights that can drive actions to drive improved customer experience.
- Creation and on-going management of master CS reporting and dashboard
- Accountable, through the disciplined measurement of CS operations, for the identification of continuous improvement opportunities of CS business processes to achieve service level agreements
- Manage the overall CS/CX customer communication process, including the coordination of customer communication requests from other CPKC departments
- Expert SME for Marketing Cloud functionality, bulletin approval and publication process.
- Responsible for employing a variety of tools such as formal and informal customer feedback & customer satisfaction surveys; then analyzing and designing specific practices that can be put into place to enhance customer experience.
- Ability to utilize systematic tools (Salesforce, Amazon Connect, Excel, etc.) to gather, manipulate, format, and present results for consumption
- First-rate written communication skills to be utilized in business case summaries, customer bulletins, etc.

**POSITION REQUIREMENTS**:

- Bachelor's degree from an accredited university or college, preferably in a job related major field of study
- Minimum 3 years of relevant professional experience, or equivalent combination of education and experience
- Previous customer experience required
- Ability to analyze data and conduct root cause analysis
- Strong problem solving, organizational and planning skills.
- Results-oriented with a sense of urgency.
- Ability to perform in a 24x7 environment.
- Skilled in using Office software, particularly Excel, SalesForce and SAP

**ADDITIONAL INFORMATION**:
As an employer with North American presence, the possibility does exist that the location of your position may be changed based on organizational requirements.

**Background Investigation**:

- Criminal history check
- Reference check

**Management Conductor Program**:
Becoming a qualified conductor or locomotive engineer is the single best way for a management employee to learn the business at CPKC. You may be required to obtain a certification or to maintain your current certification/qualification as a conductor or locomotive engineer.

Req ID: 103592

Department: Information Services

**Job Type**: Full-Time

Position Type: Non-Union

Location: Winnipeg, Manitoba

Country: Canada

% of Travel: 0-10%

of Positions: 1

Job Grade: 4

Job Available to: Internal & External

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