Customer Experience Program Manager

4 months ago

Montréal, Canada Coveo Full time

**The guardian to our customer experience**:
Are you someone who believes that a positive experience can make a huge difference in people's appreciation of specific companies, services or products? As customers ourselves, are we not delighted each time we have a pleasant experience interacting with a customer service department? Can you remember the best experience you had when in need of assistance? Did it influence how you felt about the company? Chances are, it did.

At Coveo, our Global Experience team is on a mission **to transform every situation into an enriching experience, one interaction at a time, so that our employees, partners and customers can strive towards their desired outcomes**. If this resonates with you, please read on.

Coveo is the leading provider of AI platforms that brings AI-Search and GenAI to every point-of-experience across the enterprise, enabling remarkable personalized digital experiences that drive business outcomes.

The Customer Experience Program Manager will play a pivotal role in coordinating Digital Engagement & VOC programs as well as acting as a Community Program Coordinator to ensure our customers have an exceptional self-service experience throughout their journey all while driving peer to peer engagement through our community.

**As our Customer Experience Program Manager, you will**:

- Implement Customer Experience Strategies: Assist in rolling out innovative initiatives aimed at enhancing customer satisfaction, retention, and loyalty.
- Support Dynamic Touch Digital Engagement Program: Manage configuration, monitor program success through detailed reporting and analysis, and contribute to digital engagement efforts.
- Voice of the Customer Programs: Collaborate with CX leadership and key stakeholders to configure, monitor, and analyze customer feedback data, ensuring customer insights drive improvements.
- Community Moderation: Oversee customer contributions across posts, forums, questions, comments, and idea sharing, maintaining a vibrant and supportive community.
- Coordinate Content Planning: Manage content calendars for internal contributors, ensuring effective planning and governance.
- Manage Community Content Calendar: Work with Customer Marketing and other Coveo events to create and maintain a dynamic content schedule.
- Monitor Customer Engagement & Journey: Analyze engagement and journey reports to identify opportunities for enhancing the customer experience.

**Here is what will qualify you for the role**:

- Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
- Excellent analytical and problem-solving abilities, with a data-driven mindset
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
- Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
- Experience utilizing customer insights to drive improvements
- Previous experience with Customer Journey's, and Voice of the customer programs
- Strong written and verbal communication skills.
- A passion for building and understanding customer experience impact within the organization.

**What would make you stand out**
- Experience with Asana and Jira for project and program management
- Gainsight and SFDC experience an asset

Do you think you can bring this role to life? Or add your own color? You don't need to check every single box; passion goes a long way and we appreciate that skillsets are transferable.

**Join the Coveolife**:

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