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Manager, Client Experience

7 months ago

Toronto, Canada People Corporation Full time

We are seeking a Manager, Client Experience to join our team in Winnipeg or Toronto.

**The Manager, Client Experience will**:

- Contribute to and execute on the Corporation’s approach to Voice of Customer, including developing, maintaining, and continuously improving our quality and issue management processes.
- Deliver on and continuously improve People Corporation’s servicing vision to provide a differentiated experience.
- Focus on members, processes, and tools.
- The ability to influence others and create alignment by creating an engaged and informed stakeholder group that includes our internal stakeholders and external advisors / clients.
- Develop processes that are designed and documented using a member-centric and digital
- first approach.
- Leverage qualitative and quantitative data to inform and drive cross-functional decision making at the strategic, operational, and tactical levels.
- Stay abreast of market trends, innovation in CX and global best practices to bring forward insights and improvements to further our CX strategy goals.
- Communicate, promote, and inspire the team to attain client experience objectives.

**T**o be successful **as a** Manager, Client Experience** with People Corporation, you will need**:

- Post secondary education/degree or a combination of education and experience.
- Management level experience in Customer Support/Services.
- 4+ years of demonstrated experience contributing to strategic direction to deliver process improvements.
- Experience customer journey mapping and persona building.
- Demonstrated change management experience to implement strategies and processes.
- Stakeholder communications experience and leading change through comms to both internal and external audiences.
- Exceptional people skills demonstrated by experience in building value add relationships with internal and external stakeholders.
**- Demonstrated knowledge of Group Insurance, Retirement and related product client service and growth strategies and tactics.
- Experience managing professional individual contributors.
- Fluency in both English & French languages.
- Experience with Journey mapping software.
- Certified Customer Experience Professional (CCXP) designation.

**What's in it for you**:

- Learn by working alongside our experts
- Extended health care and dental benefits
- A retirement savings plan with company contributions
- A suite of Health & Wellness offerings
- Mental Health programs and support for you and your family
- Assistance for the completion of industry designations
- Competitive compensation

At People Corporation we are committed to helping businesses succeed. We are a national provider of benefits, retirement, wealth, wellness, and human resource solutions. Our experts and solutions serve over 20,000 clients representing nearly 3 million Canadians. We offer customized solutions designed to fit the unique needs of businesses and their employees, members and stakeholders.