Customer Experience Lead, Oem

1 week ago

SaintLaurent, Canada CAE Full time

**About This Role**

**Customer Experience Lead, OEM**

Montreal, Québec.

**The role we are offering you**

If you’ve taken a plane to any destination in the world, chances are, your pilot was trained by CAE.

CAE’s Business Aviation Customer Experience team leads the development of CAE’s global Business Aviation customer experience strategy and translates it into long-term tactical initiatives aligned with its vision and customer needs. Our team is also responsible for designing key experiences that differentiates CAE and delivers on CAE’s brand promise within the Global Business Aviation training network.

The Business Aviation Customer Experience team is looking for a **Customer Experience Lead, OEM**to help improve the customer journey within CAE’s Bombardier Business Aviation training network. We are looking for someone to partner with cross-functional teams by pushing the boundaries of what's possible in our customer experience offering and beyond and by identifying the gaps to improve the experiences across the entire customer journey based on unique data and insights from customer feedback and organizational priorities. Someone to communicate goals, processes, inspire customer-centric behaviors at scale and bring changes within the Business Aviation Bombardier training network to drive customer loyalty and world-class customer experiences.

This position is an individual contributor role reporting to the Director of Customer Experience Business Aviation Training.

**Key Job**responsibilities**
- Support CX improvement projects and initiatives that positively transform the end-to-end experience
- Integrate the Voice of Customer as part of all design activities
- Lead the design of qualitative and quantitative VoC research
- Gather input from employees about customer experiences and opportunities for improvement
- Understand key drivers of VoC performance and communicate them effectively across the organization
- Facilitate understanding of what is important to customers and how the organization is performing relative to customer needs
- Act as an internal CX coach/consultant in engaging the organization to improve customer experience
- Assures the organization integrates the voice of the customer as part of all design activities
- Assists in the creation of a framework and customer/user journey maps to help structure efforts consistently across disciplines within the organization
- Project-by-Project improvement
- Lead efforts to affect internal customer mindset change that enables delivery of better experiences to external customers
- Create journey maps and other analytical visuals used to convey the customer perspective
- Identify and escalate gaps in the customer journey based on limitations or roadblocks with people, process, or technology; communicate the impact of solving for these gaps
- Communicate performance results and learnings to internal teams regularly and consistently, highlighting next best action from most recent results.
- Gather voice of customer research, feedback in focus groups and in surveys including competitor benchmarking, to determine where there are opportunities to improve the overall experience and improve customer outcomes.
- Communicate and act as an ambassador for the vision of our overall brand and training experience, both internally and with external stakeholders.
- A degree in Business Management or Marketing (or equivalent combination of education and experience).
- Certified Customer Experience Professional (CCXP) highly preferred
- 5 years of experience in Customer Experience, Business Management or Marketing and experience in digital strategy and/or online solutions delivery, business analysis and process reviews.
- Must have working experience in an international customer centric environment, in collaboration with an international sales team.
- Understands and can help educate internally CX methods and tools (e.g. NPS, CES, closed-loop systems, mapping).
- Ability to interpret data and insights to objectively and consistently drive CX objectives
- Proven track record of driving positive change in a complex environment
- Ability to interpret data and insights to objectively and consistently drive information into CX actions.
- Excellent ability to influence change, analyze and solve complex problems.
- Excellent presentation skills on power point and promote customer experience initiatives.
- Ability to implement a strong collaborative climate and forge ties with all stakeholders to drive actions and change with cross functional teams aligned with our strategic customer experience vision backed by unique data and insights.
- Fluency in French and English (written and oral)
- Ability to travel as required (15% of the time).

**What kind of person will succeed in this team?**

You will be expected to work collaboratively and independently, both locally and globally, ensuring quality customer experiences are designed across cross-functional teams. You understa

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