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Customer Experience Specialist

3 weeks ago

Montréal, Canada SharkNinja Full time

SharkNinja is the company behind the hugely successful Shark and Ninja brands. Our mission is to delight our consumers with innovative products, and to positively impact people’s lives every day in every home around the world
- The Consumer Experience Specialist will be responsible for designing and reporting out of both pre and post purchase experience within their allocated brands. Through analysis of customer touchpoints and feedback, this will be an opportunity to build a positive predisposition towards the brand and ensure that our customers have the best possible experience of buying and using our products.

This role will work closely with internal teams such as product design, development, sales, and marketing, to provide valuable and useful insights to the Customer Experience leadership team.

In this role the Consumer Experience Specialist is responsible for reviewing contact center call notes, monitoring trends, and socializing the content as required to various departments /stakeholder groups within SharkNinja. The Specialist will provide valuable and actionable insights to the cross functional teams, and be responsible for communicating and following up on the implementation of various recommendations made by the Consumer Excellence Team

**Duties and Responsibilities**:

- Use BI tools to analyze and extract meaningful trends from large amounts of data to identify areas of opportunity and present/share with internal departments
- Enroll internal partners to drive necessary corrective action to improve the consumer experience
- Weekly Product Summaries from contact center data
- Collaborate with cross functional teams and vendors as needed to support business initiatives related to new product launches
- Assist with developing training content, agent product testing, review collateral for new products to ensure contact center readiness with a focus on a 5 Star consumer experience.
- Develop positive working relationships with various levels of management in different departments
- Participate fully as a member of the team and contribute to a positive and inclusive work environment

**Attributes and Skills**:

- Collaboration and partner management
- Speed, flexibility, and agility - Ability to handle multiple projects simultaneously and meet deadlines
- Data management and analytics - Ability to create visualizations of data trends to present to cross functional teams and management
- Intermediate to advanced proficiency of Excel and Power Point.
- Excellent communication skills, both verbal and written - Creativity that will help you capture the attention of your audience
- Able to work with substantial amounts of data and easily identify significant trends.
- Bilingualism (English and French)

**Education and Experience**:
***
- University level completed
- Experience in a previous customer experience support role
- Experience in product market research an asset
- Previous experience working with Zendesk, DOMO and/or Clarabridge software an asset

**What we offer you**:
***
- Diverse, inclusive, and community-minded organization
- Employer paid group benefits including medical, dental, life insurance and more
- Competitive RRSP matching program
- 16 vacation days to start
- Paid sick days
- Paid volunteer and cultural days
- Employee & Family Assistance program
- An opportunity to accelerate your career with world class brands
- Continuous development and mentoring
- Opportunity to join various employee-based affinity groups
- Wellness program offering free virtual fitness classes and a fitness reimbursement
- Employee product discounts

At SharkNinja, our purpose is to positively impact people’s lives every day in every home around the world We work very hard to provide our consumers with high quality, exciting 5-star products that make life easier. We thrive on passion and innovation, and are looking for great people, with great ideas, who want to build the next big thing and develop while they do. At SharkNinja, Diversity, Equity, and Inclusion is vital to our global success. Valuing each unique voice and blending all of our diverse skills strengthens SharkNinja’s innovation every day. We support ALL of our associates in bringing their authentic selves to work, making an impact, and having the opportunity for career acceleration. With help from our leadership, associates, and our community, we aim to have equity be a key component of the SharkNinja DNA.