Specialist Customer Experience

1 day ago

Winnipeg, Canada CPKC Full time

**PURPOSE OF THE POSITION**:
This position will gather, analyze, and leverage CS operational data, and turn insights into actions to drive improved customer experience. This position will be accountable, through disciplined measurement of CS operations, to drive management priority of CS Coordinator coaching and development.

This position can be based in Winnipeg, Manitoba or Kansas City, Missouri.

**POSITION ACCOUNTABILITIES**:

- Proactively mine, analyze, and leverage CS operational data, and provide insights that can drive actions to drive improved customer experience.
- Creation and on-going management of master CS reporting and dashboard
- Accountable, through the disciplined measurement of CS operations, for the identification of continuous improvement opportunities of CS business processes to achieve service level agreements
- Manage the overall CS/CX customer communication process, including the coordination of customer communication requests from other CPKC departments
- Expert SME for Marketing Cloud functionality, bulletin approval and publication process.
- Responsible for employing a variety of tools such as formal and informal customer feedback & customer satisfaction surveys; then analyzing and designing specific practices that can be put into place to enhance customer experience.
- Ability to utilize systematic tools (Salesforce, Amazon Connect, Excel, etc.) to gather, manipulate, format, and present results for consumption
- First-rate written communication skills to be utilized in business case summaries, customer bulletins, etc.

**POSITION REQUIREMENTS**:

- Bachelor's degree from an accredited university or college, preferably in a job related major field of study
- Minimum 3 years of relevant professional experience, or equivalent combination of education and experience
- Previous customer experience required
- Ability to analyze data and conduct root cause analysis
- Strong problem solving, organizational and planning skills.
- Results-oriented with a sense of urgency.
- Ability to perform in a 24x7 environment.
- Skilled in using Office software, particularly Excel, SalesForce and SAP

**ADDITIONAL INFORMATION**:
As an employer with North American presence, the possibility does exist that the location of your position may be changed based on organizational requirements.

**Background Investigation**:

- Criminal history check
- Reference check

**Management Conductor Program**:
Becoming a qualified conductor or locomotive engineer is the single best way for a management employee to learn the business at CPKC. You may be required to obtain a certification or to maintain your current certification/qualification as a conductor or locomotive engineer.

Req ID: 103592

Department: Information Services

**Job Type**: Full-Time

Position Type: Non-Union

Location: Winnipeg, Manitoba

Country: Canada

% of Travel: 0-10%

of Positions: 1

Job Grade: 4

Job Available to: Internal & External

LI-ONSITE

LI-GK1

  • Customer Experience Specialist

    7 days ago

    Winnipeg, Canada Neo Financial Full time

    Overview At Neo, we’re disrupting the future of finance. What matters most to us is challenging the status quo and providing a better financial future for all Canadians. We’re working everyday to reinvent the way Canadians spend, save, and grow their money - all together, in one place. We’re creating a seamless digital experience, with the modern day...

  • Customer Experience Specialist, Full Time

    3 days ago

    Winnipeg, Canada Neo Financial Full time

    At Neo, we’re reimagining everyday banking from the ground up and shaping the financial future for millions of people in Canada. We’re a tech company consistently pushing for the next best thing, which provides many opportunities to grow and learn personally and professionally. Ready to materialize your passion into a connected purpose? Come join a...

  • Customer Experience Specialist

    5 days ago

    Winnipeg, Canada Callia Full time

    This is an exciting opportunity to develop best-in-class customer experience and operations development for an extremely fast-paced start-up, with strong mentorship, measurable outcomes and significant impact. This is an ideal role for a personable, thick-skinned AND detail-oriented superstar. It’s a hybrid customer service and operations role for someone...

  • Customs Compliance Specialist

    2 weeks ago

    Winnipeg, Canada Border Brokers Full time

    **Grow Your Career with Border Brokers** We’re Border Brokers — a dynamic and technologically progressive Canadian customs brokerage, consulting, and freight forwarding organization with nearly 40 years of industry experience. We believe in simplifying customs clearance by tailoring processes to meet our clients’ unique needs. With direct points of...

  • Remote Customer Experience Specialist

    4 weeks ago

    Greater Sudbury, Toronto, Montreal, Calgary, Vancouver, Edmonton, Old Toronto, Ottawa, Mississauga, Quebec, Winnipeg, Halifax, Saskatoon, Burnaby, Hamilton, Victoria, Surrey, Halton Hills, London, Regina, Markham, Brampton, Vaughan, Kelowna, Laval, Southw, Canada ForgeFit Full time

    A leading fitness equipment provider is seeking a Remote Customer Service Specialist to enhance customer satisfaction. The role involves responding to inquiries, solving problems, and ensuring a positive experience. Ideal candidates will have at least 1 year of relevant experience and are passionate about fitness. This position offers competitive pay,...

  • Winner Experience Specialist

    7 days ago

    Winnipeg, Canada Western Canada Lottery Corp. Full time

    The Winner Experience Specialist is accountable for ensuring a positive experience for winning ticketholders. They provide superior customer service through educating the players on our processes and ensuring that winners receive their prize in a timely and efficient manner. **Accountabilities & Responsibilities** - Work with customers in person and over...

  • Seasonal Customer Experience Specialist

    4 weeks ago

    Winnipeg, Canada Indigo Full time

    A leading retail company in Winnipeg is seeking passionate individuals to enhance customer experiences in their stores. The role involves supporting daily operations, engaging with customers, and promoting a joyful environment. Ideal candidates should have prior retail experience and a flexible schedule. Bilingualism is required in certain positions. Join...

  • Seasonal Customer Experience Specialist

    4 weeks ago

    Winnipeg, Canada Indigo Full time

    A leading retail company in Winnipeg is seeking passionate individuals to enhance customer experiences in their stores. The role involves supporting daily operations, engaging with customers, and promoting a joyful environment. Ideal candidates should have prior retail experience and a flexible schedule. Bilingualism is required in certain positions. Join...

  • Customer Service Specialist

    1 week ago

    Winnipeg, Canada Winnipeg Full time

    **Customer Service Specialist** **Reports To**:General Manager and/or Office Manager **Status**: Full-time, Regular **Category**: Customer Service **Location Name**: Winnipeg Supply Service Experts **Location Address**: Winnipeg, Manitoba **Join the team of experts and realize your true potential!** **Why You Should Join the Service Experts...

  • Customer Service Specialist

    2 weeks ago

    Winnipeg, Canada Price Industries Limited Full time

    Who We Are After more than 60 years, Price remains a privately held family company with a deep heritage and commitment to innovation and service. Our long-standing vision, values, and the Price way of doing business are the cornerstones of our success. We are a dynamic, progressive and innovative organization looking for new talent in our growing Winnipeg...