Consumer Experience Lead

1 week ago

Mississauga, Canada Bayshore HealthCare Full time

DUTIES AND RESPONSIBILITIES
  • Lead the design and execution of strategies aimed at improving consumer experience and satisfaction.
  • Developing and implementing strategies to enhance the consumer experience.
  • Collaborating with cross-functional teams to ensure a unified approach to consumer experience.
  • Implementing consumer feedback systems and processes to capture and address consumer concerns.
  • Training and educating employees on delivering exceptional consumer service.
  • Keeping up-to-date with industry trends and best practices in consumer experience management.
  • Collaborate with cross-functional teams (marketing, product, consumer service) to ensure brand consistency and alignment.
  • Identify and implement best practices to enhance the consumer experience across digital platforms, physical branches, and call centers.
  • Ideate and collaborate with cross-functional teams to encourage repeat business, improve consumer retention, and build long-term consumer loyalty.
  • Identify areas for operational improvement based on consumer feedback and data analysis.
  • Collaborate closely with consumer service and support teams to efficiently resolve escalated consumer complaints and issues.
  • Analyze and map the consumer journey to identify touchpoints and opportunities for enhancing the consumer experience.
  • Collect, analyze, and act on consumer feedback through surveys, interviews, and other channels to continuously improve our products and services.
  • Develop and launch consumer experience toolkits across various levels of the organization
  • Foster a culture of consumer advocacy within the company, ensuring that consumer needs and perspectives are considered in all decision-making processes.
  • Process improvement: Identify and implement improvements for processes to enhance efficiency and effectiveness in consumer support and service delivery.
  • Advocate for consumer-centric decisions and policies across the organization.
  • Track and report on consumer experience KPIs, such as NPS, CSAT, and CES, to measure the effectiveness of implemented strategies.
  • Use data-driven insights to continuously refine and optimize the consumer experience
  • Identify opportunities to improve consumer experience processes and strategies with technology solutions.
  • Familiarity with concepts like consumer lifecycle management and consumer lifetime value
  • Support the Director, Consumer Experience, Insights and Market Research on consumer experience initiatives
  • Adhere to Bayshore Policies and Procedures.
  • Maintain confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.

REPORTING RELATIONSHIPS
Reports directly to the Director, Consumer Experience, Insights and Market Research

Job Qualification

SKILLS & QUALIFICATIONS

  • 4 to 5 years of demonstrated success and experience in relevant field –Consumer Experience
  • Ability to interpret large amounts of data and to multi-task
  • Proven experience developing and executing consumer experience strategies across various channels.
  • Strong understanding of consumer behavior, market research, and consumer journey mapping.
  • Familiarity with CRM programs
  • Proven ability to solve problems creatively
  • Project Management skills and exceptional organizational skills. Ability to command many details simultaneously.
  • Experience seeing projects through the full life cycle
  • Strong interpersonal skills and extremely resourceful
  • Familiarity with consumer experience metrics (e.g., NPS, CSAT, CES) and reporting tools.
  • A consumer-centric mindset with a genuine passion for enhancing the consumer experience.
  • Creative, with the ability to innovate and bring fresh, impactful ideas to the table.
  • Strong leadership skills with the ability to influence and collaborate with cross-functional teams.
  • Proven ability to complete projects according to outlined scope, budget, and timeline
  • Ability to take initiative, manage multiple priorities in a fast-paced environment; work collaboratively with cross-functional teams; and ensure high quality deliverables with high attention to detail.
  • Working knowledge of PowerBI and Microsoft Excel for data analysis
  • Experience with people leadership
  • Strong knowledge and experience with both quantitative and qualitative research methods and approaches
  • Sound knowledge of emerging market research technique
  • Strong organizational and problem-solving skills with the ability to execute initiatives with excellence
  • Strong interpersonal skills with proven ability to work within cross-functional, diverse teams and provide influential presentations that can be received by all levels of the organization
  • Strong business acumen, along with analytical and strategic thinking skills with a keen ability to articulate and translate data insights into compelling, actionable recommendations
  • Demonstrated prioritization ability, solution oriented and resilient with the ability to adapt and work well under pressure
  • Excellent oral and written communication skills.

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