Customer Experience Advocate

2 months ago

Toronto, Ontario, Canada CB Canada Full time
About the Role

We are seeking a highly skilled Product Liaison to join our team at CB Canada. As a Product Liaison, you will play a critical role in ensuring seamless communication between our business, IT, and other relevant departments.

Key Responsibilities
  • Liaise with cross-functional teams to design and develop user onboarding experiences, including existing and new features.
  • Collaborate with Product Managers to review and discuss user experience and identify opportunities for improvement.
  • Develop and maintain Standard Operating Procedures (SOPs), process maps, and other relevant process improvement tools.
  • Create training and learning tools to support user workflow with different levels of experience.
  • Gather training and support requirements from internal teams to scope the work associated with product rollouts.
  • Work with Product Managers and other teams to gather and incorporate feedback into the user onboarding experience.
  • Support Business Analysts in educating them on ask and requirements gathering.
  • Support the Operations and Governance Services team in understanding business needs and requirements.
  • Participate in Scrum meetings, grooming sessions, and design sessions.
  • Review GCS documentation and support program managers in navigating the GSC document.
  • Collaborate with the project management team on migration projects and new launches.
  • Review user stories to ensure knowledge and understanding of each build to better train associates.
  • Support other products with business knowledge, including attending meetings to ensure business knowledge is present.
Requirements
  • Completion of a Bachelor's degree program or equivalent combination of experience and education of at least 3-5 years in a related field.
  • Knowledge of biologics, specialty drugs, or the pharmaceutical industry is preferred.
  • Broad training in fields such as business administration, operations, continual process improvement, and quality.
  • 3-5 years of experience in the healthcare sector, preferably in patient support programs.
Skills and Abilities
  • Strong ability to adapt to change and desire for changing priorities and variety in work.
  • Customer and results-focused.
  • Demonstrates strong interpersonal and partnership skills.
  • Strong verbal and written communication with the ability to communicate within cross-functional/organizational teams.
  • Ability to work independently and in a team environment.
  • Strong time management skills and multi-tasking abilities, ability to prioritize, organize, and plan work.
  • Ability to effectively cope with change and make decisions without having the total picture.
  • Models a professional and responsible demeanor at all times.
  • Excellent proficiency with all Microsoft Office applications.
  • Bilingualism is an asset.
  • Able to respond/react with appropriate urgency/professionalism and make decisions under pressure.
  • High-level attention to detail.
  • Positive, team-oriented attitude and approach to getting work done.
  • Advanced ability to learn and understand new systems and software.

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