Consumer Experience Lead

2 weeks ago

Mississauga, Canada Bayshore HealthCare Full time

**DUTIES AND RESPONSIBILITIES**
- Lead the design and execution of strategies aimed at improving consumer experience and satisfaction.
- Developing and implementing strategies to enhance the consumer experience.
- Collaborating with cross-functional teams to ensure a unified approach to consumer experience.
- Implementing consumer feedback systems and processes to capture and address consumer concerns.
- Training and educating employees on delivering exceptional consumer service.
- Keeping up-to-date with industry trends and best practices in consumer experience management.
- Collaborate with cross-functional teams (marketing, product, consumer service) to ensure brand consistency and alignment.
- Identify and implement best practices to enhance the consumer experience across digital platforms, physical branches, and call centers.
- Ideate and collaborate with cross-functional teams to encourage repeat business, improve consumer retention, and build long-term consumer loyalty.
- Identify areas for operational improvement based on consumer feedback and data analysis.
- Collaborate closely with consumer service and support teams to efficiently resolve escalated consumer complaints and issues.
- Analyze and map the consumer journey to identify touchpoints and opportunities for enhancing the consumer experience.
- Collect, analyze, and act on consumer feedback through surveys, interviews, and other channels to continuously improve our products and services.
- Develop and launch consumer experience toolkits across various levels of the organization
- Foster a culture of consumer advocacy within the company, ensuring that consumer needs and perspectives are considered in all decision-making processes.
- Process improvement: Identify and implement improvements for processes to enhance efficiency and effectiveness in consumer support and service delivery.
- Advocate for consumer-centric decisions and policies across the organization.
- Track and report on consumer experience KPIs, such as NPS, CSAT, and CES, to measure the effectiveness of implemented strategies.
- Use data-driven insights to continuously refine and optimize the consumer experience
- Identify opportunities to improve consumer experience processes and strategies with technology solutions.
- Familiarity with concepts like consumer lifecycle management and consumer lifetime value
- Support the Director, Consumer Experience, Insights and Market Research on consumer experience initiatives
- Adhere to Bayshore Policies and Procedures.
- Maintain confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.

**REPORTING RELATIONSHIPS**
Reports directly to the Director, Consumer Experience, Insights and Market Research

Job Qualification

**SKILLS & QUALIFICATIONS**
- 4 to 5 years of demonstrated success and experience in relevant field -Consumer Experience
- Ability to interpret large amounts of data and to multi-task
- Proven experience developing and executing consumer experience strategies across various channels.
- Strong understanding of consumer behavior, market research, and consumer journey mapping.
- Familiarity with CRM programs
- Proven ability to solve problems creatively
- Project Management skills and exceptional organizational skills. Ability to command many details simultaneously.
- Experience seeing projects through the full life cycle
- Strong interpersonal skills and extremely resourceful
- Familiarity with consumer experience metrics (e.g., NPS, CSAT, CES) and reporting tools.
- A consumer-centric mindset with a genuine passion for enhancing the consumer experience.
- Creative, with the ability to innovate and bring fresh, impactful ideas to the table.
- Strong leadership skills with the ability to influence and collaborate with cross-functional teams.
- Proven ability to complete projects according to outlined scope, budget, and timeline
- Ability to take initiative, manage multiple priorities in a fast-paced environment; work collaboratively with cross-functional teams; and ensure high quality deliverables with high attention to detail.
- Working knowledge of PowerBI and Microsoft Excel for data analysis
- Experience with people leadership
- Strong knowledge and experience with both quantitative and qualitative research methods and approaches
- Sound knowledge of emerging market research technique
- Strong organizational and problem-solving skills with the ability to execute initiatives with excellence
- Strong interpersonal skills with proven ability to work within cross-functional, diverse teams and provide influential presentations that can be received by all levels of the organization
- Strong business acumen, along with analytical and strategic thinking skills with a keen ability to articulate and translate data insights into compelling, actionable recommendations
- Demonstrated prioritization ability, solution oriented and resilient with the ability to adapt and work well under

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