Customer Experience

3 weeks ago

Toronto, Canada Foilcon Full time

Customer Experience (CX) Specialist Join to apply for the Customer Experience (CX) Specialist role at Foilcon . This is a hybrid contract role requiring three (3) days in the office. Candidates' resumes must include first and last name, email, and phone contact information. Note: This is not a UX role or a Customer Service role. Description We are seeking a Customer Experience (CX) Senior Specialist to enhance customer experiences through research-driven insights. You will collaborate with team members such as the CX Lead and CX Advisor to develop key CX artifacts—including user research, personas, journey maps, and experience blueprints—that drive meaningful improvements. Your contributions will help identify opportunities to optimize the current state and shape a customer-centric future as part of our digital transformation efforts. Must Haves Strong foundation in Customer Experience (CX) principles, methodologies, and best practices. Knowledge of service design principles and their application in CX strategy. Experience developing CX artifacts, including personas, empathy maps, journey maps, service blueprints, and ecosystem maps. Ability to support and facilitate workshops and stakeholder interviews to gather insights, synthesize findings, and recommend actions. Skilled in analyzing quantitative and qualitative data to generate actionable insights. Advanced PowerPoint skills for crafting effective presentations. Excellent communication and stakeholder management skills. Knowledge of survey design and CX metrics (e.g., NPS, CSAT, CES). Experience with digital whiteboarding tools like Mural or Miro. Responsibilities Support the execution of Ontario Health's CX strategy across all touchpoints. Develop and refine CX artifacts to visualize and improve the customer experience. Support workflow mapping to visualize current and future processes. Conduct qualitative and quantitative research to gather insights. Synthesize and communicate CX insights to stakeholders. Coordinate and support CX projects and workshops. Identify risks and opportunities, providing research-backed recommendations. Lead CX workshops and facilitate stakeholder engagement. Assist in service blueprinting and ecosystem mapping. Promote Digital Service Standards and inclusive digital assets. Desired Skills Experience in healthcare or digital health solutions. Experience working in the public sector. Minimum Experience/Evaluation Criteria 5+ years in CX and Experience Management. 3+ years conducting research and creating CX artifacts. 3+ years supporting CX workshops and stakeholder interviews. Deliverables Research coordination and documentation. Stakeholder management and engagement. Customer journey mapping, service blueprinting, and ecosystem mapping support. Analysis and reporting of CX insights. Knowledge Transfer Ensure comprehensive knowledge transfer and documentation to Ontario Health team. Additional Notes This is not a UX or customer service role. Public sector experience is preferred. #J-18808-Ljbffr

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