Customer Experience, Program Manager

3 weeks ago

Calgary, Canada Payworks Inc. Full time

Doing business to business, person to person. Payworks is a leading workforce management solutions provider and multi-year winner of the Canada’s Best Managed Companies program. We are proud to be Canadian owned and operated as well as committed to developing world-class products and providing a progressive workplace culture where **Doing Right by People**_ _is our purpose.

**DOING RIGHT BY PEOPLE - IT’S WHAT WE DO**:
Reporting to the Growth Marketing, Senior Manager, the Customer Experience, Program Manager will play a pivotal role in shaping the interactions between our company and our customers, with a focus on enhancing our customer centric approach through the leading and managing of customer-centric strategies and improvements. You will drive improvements in customer satisfaction, loyalty, and retention by identifying opportunities for process optimization, product enhancements, and personalized customer interactions. By leveraging data and customer feedback, this role will delve into the customer journey to help shape and execute strategies to deliver exceptional experiences and foster lasting customer relationships.

**WHY YOU SHOULD CHOOSE PAYWORKS**:

- Comprehensive employer paid benefits for you and your family and excellent pension plan with employer contributions.
- Plenty of professional development opportunities.
- Community-minded culture - Receive two paid days per year to volunteer and lots of opportunity to “Pay it Forward”.
- Time and flexibility to meet your needs - Hybrid work model with flexible work options, plus 3 weeks vacation to start, flex time and parental leave benefits.
- Cool perks - Annual wellness subsidy, Costco membership, fun office environment and events, and more

**DEVELOP AND IMPLEMENT CUSTOMER EXPERIENCE STRATEGIES** - IT’S WHAT YOU’LL DO***:

- ** Drive program management - **You will develop and maintain comprehensive customer journey maps to visualize touchpoints and interactions, identifying pain points and areas for improvement and innovation. You will develop, implement, and manage the Voice of the Customer program. Working with the internal stakeholder, you will establish, define, track, and report on key performance indicators (KPIs) related to customer experience, including Net Promoter Score (NPS) and develop plans to improve them. Create and maintain a CX roadmap aligned with the organization’s strategic goals.
- ** Monitor and maintain customer engagement - **You will work closely with the data analytics team, product development, marketing, sales, customer service, and other teams to ensure customer feedback is integrated into decision-making processes. You are responsible to implement strategies to increase customer participation in feedback programs.
- ** Reporting and continuous improvement - **Continuously evaluate the effectiveness of the CX programs and practices and make necessary adjustments. Develop and deliver regular reports and presentations on CX findings to stakeholders at all level. Utilize data visualization tools to effectively communicate insights and recommendations.
- ** Collaborate and engage - **Act as a liaison between customers and internal teams to ensure a unified approach to customer satisfaction. This includes speaking directly and regularly with buyers and clients. You will facilitate workshops and meetings to prioritize customer-driven initiatives.

**WHAT YOU’LL NEED TO SUCCEED**:

- Bachelor’s degree in Business Administration, Marketing, Data Analytics, or a related field.
- Minimum of 5 years of experience in customer experience management, market research, or a related field.
- Solid understanding of customer experience principles and methodologies.
- Proven experience in managing VoC programs or similar customer feedback initiatives.
- Proven experience in data analysis and interpretation, with a strong proficiency in data analytics tools and techniques.
- Strong analytical skills with the ability to interpret complex data and generate actionable insights.
- Excellent communication and presentation skills.
- Proficiency in data analysis tools (e.g., Excel, PowerBI) and CRM systems.
- Proven project management skills with the ability to manage multiple initiatives simultaneously.
- Ability to work collaboratively with cross-functional teams.
- Customer-centric mindset with a passion for delivering outstanding customer experiences.
- Strong problem-solving abilities and attention to detail.
- Ability to adapt to a fast-paced and dynamic work environment.
- High level of integrity and commitment to ethical practices..

**We are proud to support a Flexible Work Plan that recognizes the diverse needs and lifestyles of our people. The Customer Experience, Program Manager has the option to work fully out of a Payworks office or on a hybrid work model, working in the office at least three (3) days a week.

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