Customer Experience Analyst

5 days ago

Oakville, Ontario, Canada FCT Full time
About FCT

FCT is a leading provider of title insurance, default solutions, and real estate-related products and services to professionals across Canada. We're committed to the success of each employee and offer a dynamic work environment that fosters innovation, collaboration, and growth.

Job Summary

We're seeking a highly skilled Customer Experience Analyst to join our team. As a key member of our CX team, you'll play a critical role in shaping our customer experience strategy and driving business success.

Key Responsibilities
  • Support the development and execution of company-wide CX initiatives, including journey mapping and Voice of Customer programs
  • Analyze and report customer insights and CX metrics to inform business decisions
  • Act as the Voice of the Customer, tracking and managing customer escalations and developing mutually beneficial solutions
  • Design and manage ad hoc surveys, polls, and focus groups to capture customer feedback
  • Lead cross-functional initiatives to represent the voice of the customer across the organization
Requirements
  • 2-4 years of relevant experience in a corporate environment with CX and/or Voice of Customer programs
  • Creative problem-solving skills and experience with human-centered design processes
  • Strong analytical skills and experience working with data from diverse sources
  • Technological savvy, with experience with surveying software tools and CX platforms
  • Proficient in Salesforce and Genesys contact centre/workforce management platform, Microsoft applications
  • CCXP certification or completion of all six competencies of CX
  • Bilingual in English and French
What We Offer
  • Comprehensive benefits, including virtual healthcare and an Employee & Family Assistance Program
  • Group retirement savings plan with company match
  • Paid holidays and generous paid time off
  • Hybrid work arrangements
  • Paid volunteer opportunities and charitable donation matching
  • Employee recognition programs and potential for performance-based incentives

We're committed to creating a diverse and inclusive work environment that empowers each employee to succeed. If you're passionate about shaping customer experience and driving business success, we encourage you to apply.

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