Client Experience Strategy Lead

2 weeks ago

Mississauga, Ontario, Canada KUBRA Full time

KUBRA is driving growth and innovation in the field of customer experience. As a key player in our Data Analytics Team, we are seeking a seasoned professional to lead the development and execution of strategies that enhance our client service operations.

This hybrid role based out of Mississauga involves overseeing the delivery of exceptional service, managing client relationships, and driving continuous improvement in service quality and efficiency.

  • Our ideal candidate will champion Client Services team initiatives, including Client Support, Quality Assurance, and Critical Incident and Problem Management.
  • The successful candidate will drive the transformation of client support operations by implementing innovative technologies, processes, and best practices to streamline operations and improve efficiency.
  • We are looking for someone who can implement processes for gathering, analyzing, and acting on customer feedback to drive improvement and innovation in products/services, processes, and policies.
  • The chosen candidate will define and track key performance indicators (KPIs) for incident and problem management and Client Support, and report performance to senior leadership and clients.
Key Responsibilities

• Prepare and present regular reports on incident and problem management performance to senior leadership and clients.
• Analyze performance data to identify trends, issues, and areas for improvement, ensuring proactive measures are taken to prevent recurrence of incidents.

As a strategic leader, you will build a self-help driven support team to efficiently handle a growing and engaged client and customer base, utilizing data analytics and customer feedback insights.

About You

You should have a solid understanding of customer relationship management principles, customer experience best practices, and emerging trends in the field. Your ability to manage multiple priorities and adapt quickly to changing priorities will be valuable assets in this role.

  • A minimum of 5+ years of experience orchestrating ITIL foundations is required.
  • You should have experience interfacing with clients and customers in a support capacity.
  • We are looking for candidates with experience managing C-level and client-facing escalation situations.
  • A Bachelor's degree in Information Technology, Business Administration, or a related field is mandatory. Related Computer Information Systems or Technical Certification is considered an asset.
About KUBRA

KUBRA is an award-winning company that fosters growth, diversity, and inclusion for all. We offer access to LinkedIn learning courses, annual performance-based bonuses, flexible schedules, free unlimited access to refreshment stations, and generous benefit coverage with low premiums, plus a Health Care Spending Account.

We are an equal opportunity employer dedicated to building an inclusive and diverse workforce. The estimated salary for this role is $120,000 - $150,000 per year, depending on qualifications and experience.

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