Analyst, Customer Experience

7 months ago

Oakville, Canada FCT Full time

Sommaire de la compagnie

Venez travailler pour une entreprise qui est engagée dans la réussite de chacun de ses employés. C’est un milieu de travail où les innovateurs et les collaborateurs se rencontrent et tirent parti des talents de chacun. Un endroit où la diversité est accueillie et célébrée.

FCT offre la meilleure assurance titres de l’industrie et fournit des solutions de recouvrement et d’autres produits et services aux professionnels juridiques, du crédit, de l’évaluation et de l’immobilier partout au Canada. Chez FCT, vous aurez l’occasion de bâtir une carrière intéressante. Joignez-vous à nous pour nous aider à poursuivre notre travail excitant et à exercer une grande influence sur nos collègues, nos clients et les collectivités.

Sommaire du poste

Nous sommes toujours à la recherche d’excellents talents; de personnes qui font preuve d’engagement profond envers la clientèle et le marché que nous desservons. Si vous désirez vous joindre à une entreprise qui s'est engagée envers le succès de chacun de ses employés et qui offre des défis, des objectifs et des occasions de croître, tant au niveau personnel que professionnel, dans un environnement axé sur le travail d'équipe, vous aimerez travailler avec nous Nous comprenons que la promotion d’un environnement diversifié et inclusif est essentielle au succès de nos activités, et nous y travaillons activement chaque jour.

If you are passionate about helping shape customer experience “CX” direction and enabling teams to both improve and deliver exceptional experiences, this new role is for you. You will partner closely with various teams to discover actionable insights through the synthesis of both qualitative and quantitative data derived from interactions across the entire customer journey/lifecycle. You will shape insights into compelling narratives in the form of reports and presentations that help direct where we need to focus our CX efforts. Additionally, you’ll get to work with a variety of teams including Marketing, IT, Finance, Product, Operations and our team of CX Advisors to drive CX improvement processes, projects and programs across the organization.

HERE’S HOW YOU’LL CONTRIBUTE:

- Support the visioning, planning and execution of company-wide CX initiatives including defining, governing and implementing journey mapping to map out and measure the end-to-end customer experience across all touch points
- Implementation and maintenance of Voice of Customer program including analyzing, measuring and reporting customer insights and CX metrics to all levels of the organization
- Act as the “Voice of the Customer” to track and manage customer escalations by working with business/operation units to develop mutually beneficial solutions as well as manage our internal enterprise wide empowerment program
- Creation and facilitation of CX training and onboarding for new hires
- Design, manage and measure ad hoc surveys, polls, focus groups and other feedback collection methods to capture customer feedback on targeted ideas and opportunities.
- Lead and participate in cross-functional initiatives to represent the voice of the customer across the organization, including leading problem solving, process improvement and CX journey mapping sessions.
- Act as influencer and liaison to operation centers on the use of tools, tactics and best practices to be leveraged in order to create an exceptional customer experience

HERE’S WHAT YOU’LL BRING:

- 2-4 years of relevant experience in a corporate environment where CX and/or Voice of Customer programs are a critical driver of business success.
- Creative problem-solver with basic skills in human-centered or design-thinking processes, and/or prior experience with Customer and/or User Journey Mapping
- Strong statistical and analytical skills to summarize data using functions and formulas (pivot tables, charts, graphs) as well as demonstrated experience working with data from diverse sources (quantitative, qualitative, various channels)
- Technologically-savvy - ideally, prior experience with surveying software tools, CX or Customer Success tools (such as Thematic,Qualtrics,Clarabridge,Medallia)
- CCXP certification or completion of all six competencies of CX through approved CCXP vendor
- Bilingual in English and French is required

VOICI CE QUI NOUS DISTINGUE:
Grâce au mentorat, à des outils novateurs et à une variété de programmes qui mobilisent et récompensent les employés, nous donnons à chacun d’eux les moyens d’exceller et d’obtenir des résultats.- Une gamme complète d’avantages sociaux comprenant des soins de santé virtuels et un programme d’aide aux employés et à la famille.- Un régime d’épargne-retraite collectif assorti d’une cotisation patronale de contrepartie.- Des congés payés généreux.- Des modalités de travail hybrides.- Des occasions de bénévolat rémunéré et des programmes de dons

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