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Customer Experience Specialist

2 days ago

Vancouver, Canada Novus Entertainment Full time

**Type**: Full-time, Hybrid (3 days in-office, 2 days remote)

**Salary Range**:$50,000 - $60,000 per annum. Based on experience.

**Who We Are**:
Novus is a rapidly growing company offering the best in Internet, TV, and home phone services. We pride ourselves in our best-in-class customer service and have our customers at the heart of all of our decisions. We collaborate with an open mind to bring cutting-edge technology to our customers as we continue to strive for success and growth in the communities we service. As a company, we focus on leaning in on our passion, uniqueness, and diversity by providing an inclusive environment for our employees.

**Why Novus**:

- We’ve been in business since 1996 and are headquartered right here in beautiful Vancouver close to bus routes and Skytrain stations. We live and play in the communities we service.
- We offer a comprehensive benefits package after 3 months of full-time employment.
- Novus also offers generous education reimbursement and employer matching GRRSP programs.
- It’s your birthday Take the day off.
- Our Fun Club will have you socializing with activities throughout the year.
- We are a dog-friendly office.
- Our office is close to a variety of lunch spots.

**Responsibilities**:

- **Mapping Our Customer Journey**: Develop a comprehensive understanding of the entire customer journey for Novus’ customers, identifying opportunities for improvement and innovation.
- **Survey Creation and Analysis**: Design and implement surveys for various products, services, and customer experiences, including customer onboarding. Analyze survey data to make informed recommendations for enhancing the customer experience.
- **Cross-Functional Collaboration**: Work collaboratively with different departments to implement positive changes based on survey data and customer feedback.
- **Segmentation and Personalization**: Segment the customer list and create personalized moments of surprise and delight, such as sending gifts, anniversary letters, organizing thank-you events, and more.
- **Other Marketing Duties**: Assist with other marketing duties as required, contributing to Novus’ overall marketing efforts.

**Requirements**:

- Relevant experience in a customer experience or customer service role, preferably with a background in marketing.
- Exceptional project management skills and experience, with the ability to effectively manage multiple projects and deadlines simultaneously.
- Strong ability to review and interpret data to make informed decisions.
- Cross-functional collaboration skills, with the ability to work effectively across different departments.
- Friendly and approachable personality yet unafraid to ask tough questions.
- Creative thinker who thrives on coming up with new and fresh ideas to enhance the customer experience.
- Comfortable working in a hybrid environment (3 days in-office, 2 days remote) and weekends and nights as required.