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Customer Experience Specialist

1 week ago

London, Ontario, Canada DesignX Community Full time

Welcome to DesignX Community, where innovation meets customer experience. We're seeking a talented Customer Experience Specialist to join our team

About the Job

The ideal candidate will have three years of prior experience in customer experience and ethnographic research, with a university degree at the undergraduate level.

We're looking for someone who can define and evaluate the customer experience for our products and services, both digital and non-digital.

This involves soliciting and acting upon direct customer feedback, surveys, and front-line staff feedback regarding WSIB's products and services.

You'll also be responsible for identifying and recommending continuous service improvements that support established customer service excellence, measurements, and targets.

Major duties and responsibilities include:

  • Plan, design, and prepare for the execution of high-quality customer research activities to support the design, development, and continuous improvement of WSIB's digital and non-digital services.
  • Clarify research objectives and prioritize research questions based on customer experience goals.
  • Pursue a variety of qualitative research methods, including developing innovative research methodologies.

In this role, you'll work closely with colleagues in Data & Analytics to analyze customer data, identify patterns, and synthesize findings.

Additionally, you'll provide consultative advice to business owners and conduct research into leading edge and industry-wide best practices.