Vice President, Customer Experience

4 weeks ago

Toronto, Canada Ipsos Full time

About Employee and Customer Experience:

Employee and Customer Experience at Ipsos is All Things Experience. Our mission is to equip our clients with the insights they need to make better decisions about their employee and customer experience investments. We do this through CX and EX research and advisory, cross-channel analytics (digital and physical), and performance measurement across the employee and customer journey. We are firm believers in the Insights to Action loop, and we provide our clients with tangible recommendations and ROI sizing (our approach is called ROCXI). The result of our work is better strategic and operational decisions that drive employee engagement, customer loyalty, retention, and growth. 

What makes this role important at Ipsos?

As Vice President within the Employee and Customer Experience team, your role is to enhance the company's reputation by delivering advisory services to current and new clients at a board and C-suite level. Building client relationships, you will act as a trusted advisor, expanding networks within existing client organizations and identifying opportunities for cross-selling insight, engagement, culture, and leadership offerings. 

Your responsibilities include acquiring and advising new clients, ensuring seamless onboarding, and overseeing project delivery for client retention and growth. The primary focus for this role will be on Employee Experience and where applicable, the linkage to the Customer Experience. As leader of the Employee Experience practice within the team, you'll be accountable for achieving growth targets in revenue and profit, as well as client satisfaction metrics. Collaborating with the CX team and our business development teams, you will contribute to winning new clients through proposals and pitches, ensuring a smooth transition of won projects into the business for delivery.

What you can expect to be doing:  

Consulting 

Partner with senior-level clients, (C-Suite, Board, Insights Lead typically) representing the breadth of research solutions that the Customer Experience Service Line can offer. Generate increased revenue from new and existing clients by identifying opportunities for new solutions and partnering with the our CX team. Development and facilitation of client engagements through workshops, events, conferences, meetings, etc. Identify and uncover new client and market needs through proactive engagement with clients, partners, peers and thought leaders. Lead and facilitate client interventions at a C-suite or equivalent influencing decision making. Act as the Strategic lead on high revenue and high potential clients with oversight and steer across all deliverables. Work in collaboration with the Innovation and Thought Leadership team to shape and evolve our existing and new propositions, aligned to business strategy. Build Ipsos Canada’s external profile through authoring and presenting thought leadership. 

Commercial

Drive profitable commercial growth across the client base through consultative selling to retain and diversify the services offered. Build effective relationships across Ipsos to ensure a strong pipeline of new clients through the Ipsos network. Oversee Research Consultancy practice to ensure delivery of growth targets for existing clients. Develop compelling proposals in response to client briefs or opportunities and pitch programs of work to win. As a member of the business leadership team work collaboratively with peers to continually improve the culture, employee experience, processes/ ways of working and financial performance of the business. Contribute to the wider business strategy and direction and ensure delivery of the Company’s Vision and Strategy through the Consulting team’s objectives.   Model desired team behaviours and culture. Hold individuals to account for desired behaviours and culture 

Business Reputation and Security

Ensure familiarity with company policies and protect Ipsos Canada from willful or unwitting harm through ensuring no breach of research standards, IT security or physical safety procedures occur.  Ensure all work meets the quality standards of Ipsos Canada. Work accurately under pressure (to meet deadlines demonstrating a logical and methodical approach to dealing with workloads. Manage own self-development, identifying development opportunities which are consistent with the development of Customer Experience and Ipsos Canada as a company. Conduct all the above duties in line with Customer Experience and Ipsos Canada equal opportunities and other agreed policies and procedures. Undertake such other duties or responsibilities commensurate with the nature of the post

This might be the job for you if you have:  

8+ years’ experience in a research environment. Exceptionally strong leadership skills, able to rapidly build rapport and trust with internal and external stakeholders. Significant experience working with and influencing senior clients including CEO’s and CPO’s within large, complex organizations – ideally gained both client-side and agency. Deep subject matter knowledge, significant consulting experience with comprehensive experience of leading large-scale employee research programs including leadership, engagement and culture. Exceptional stakeholder management, contracting, and scoping skills to create clear client solutions and roadmaps. Able to influence senior clients at C-Suite & Board level, proposing innovative solutions and co-creating new approaches. Excellent communication skills (written and verbal). Strong pitching and presentation skills. Financial acumen and strong commercial intellect. Role model for the company’s values and behaviours.

If you don’t meet 100% of the requirements, we encourage all who feel they might be a fit for the opportunity to apply. We may consider a variety of backgrounds for a particular role and are also committed to considering candidates for available positions throughout our organization, not just the one you’re applying to 

What’s in it for you:  

At Ipsos you’ll experience opportunities for Career Development, an exceptional benefits package (including generous PTO, healthcare plans, wellness benefits), a flexible workplace policy, and a strong collaborative culture. 

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