Vice President, Customer Experience

We are seeking an exceptional team leader within our Canada Customer Experience Service Line. They will be responsible for driving and managing a significant revenue stream, through new business development and managing/growing existing client relationships. They will have a strong understanding of the broader Customer Experience landscape: CX Transformation Advisory, Experience and/or Service Design, Research & Analytics, and technologies that enable CX insights and activation, such as VoC/EFM technology. We are looking for someone who builds relationships and is comfortable interacting with clients at the senior leadership level.

This individual will be responsible for developing a sub-team within the CX Service Line. In addition to supporting sales, marketing, and product development efforts and account strategies, the VP will enable team members to design and deliver business impactful, major new and existing CX programs. As a leader in the team, working closely with the other members of the leadership team, s/he will be responsible for career development and talent management, enabling team members at all levels to deliver on their full potential. The individual will be measured against financial performance (sales and profitability), as well as key people and client metrics.

This is a great opportunity to join a successful team in an area of global strategic importance to the Ipsos business. We are looking for an ambitious, dynamic, entrepreneurial colleague, who can make a real difference to our business and be an inspirational role model to our team.

**RESPONSIBILITIES**
- Act as a CX advocate for Ipsos and its clients; serve as a CX expert to inform and guide clients:

- How to get started with a CX Transformation
- How to maximize the customer experience across the omnichannel customer journey
- How to measure CX and the roles of research (NPS, CSAT, etc.) and analytics (behavioral, engagement, etc)
- How to close the loop on insights through impact-based prioritization and estimated return on the CX investment
- The role of technology to scale CX measurement and activation
- How to manage an CX program, drive adoption, and enable customer-centricity in an organization

**Preferred CX knowledge and experiential elements include**:

- Thorough understanding of CX insights methodologies, including:

- Customer journey and persona development
- NPS
- Omnichannel touchpoint/interaction measurement
- Relationship studies
- Root cause analytics
- Customer data analytics
- Engagement analytics across digital properties
- Proving the Return on CX Investments
- Knowledge of contemporary CX Measurement platform solutions, such as Medallia, In-Moment, Qualtrics and others.
- Working knowledge and ability to assess clients’ platform needs, determine the best solution and articulate that rationale successfully
- Working knowledge of the platform implementation and servicing processes and can advise/guide clients accordingly through the project Lifecyle
- Knowledge of survey design, sampling and industry standard data collection methods will be essential to success. Experience with international data collection is also an asset in this role.
- Must have extensive experience developing compelling, data-driven client reports and presentations that “tell the story” of customers’ experiences with our clients, from the perspective of the customer.
- Must have the innate ability to sift through numerous data points and distill what our clients need to know, succinctly and clearly with action-oriented recommendations.
- Must have the ability to deliver the “so what” with foresight into implications of recommendations (e.g., change management, communication, investment required)

**SENIOR LEADERSHIP**
- Actively provide feedback to CX executive leadership team on trends in market - new client problem statements, insight on competitor offerings, etc.
- Actively participate in service line growth initiatives, thought leadership and relationship development within the Ipsos organization to educate peers on the CX solutions
- Identify and implement improvements to our deliver methodologies that increase client impact and Ipsos’ financial performance; share learnings and best practices with peers

**TEAM LEADERSHIP**

Oversee a team of several CX insights professionals from Director to Entry level. Manage, motivate and empower the team to meet strategic and tactical goals of the Customer Experience service line, which covers:

- New business development
- Client retention
- Product/service marketing
- Proposal development
- Thought leadership input and dissemination
- Presentations to clients and prospects in person or via webinars, speaking engagements or conference attendance
- Team coaching
- Personnel management

**REQUIRED**
- Minimum 7-10 years professional experience in CX Measurement
- Previous leadership role encompassing CX research & insights
- Building and leading teams
- Substantial experience