Vp Customer Experience Jobs

VP Customer Experience

North York

$190-230K

Who we are:

A growing business with a focus on data driven decision making and a continuous evolution of our product offering to meet the ever-changing needs of our customers, which – along with our award-winning customer service – sets us apart from the competition. We specialize in harnessing technology and analytics to help design, administer, market and distribute a variety of award-winning insurance products, partnering with the world’s most trusted underwriters to provide quality cover for our customers when they need it most.

We are looking to hire a Vice President of Customer Experience is part of the executive leadership team as the one responsible for implementing and overseeing a customer-first approach throughout the organization. You will be developing and approving ideas to improve people, processes, and systems that directly affect the customer experience while driving value for the business by improvement in conversion and revenue to ultimately increase and maximise the return on marketing investment. This role will dig deep into what makes a customer tick! You will oversee the entire lifecycle of the customer and recognize what metrics actually matter to understand these components.

Your responsibilities will include:

· Build out an appropriate reporting framework to keep COO and CEO informed about performance, improvements identified and actions taken to improve conversion and ROI

· Develop a customer strategy that delivers revenue growth. Build a compelling customer experience management (CXM) strategy to drive growth—by boosting customer retention, cutting churn, and encouraging referrals from profitable customers.

· Champion cross-functional initiatives to maximize New Business Revenue and Retention Revenue

· Leverage technology to create digital capabilities and automation where possible

· Build strong alignment with peers in Compliance, Product, Marketing, Finance and other areas

· Be the driving force behind building a customer-centric culture—at all levels of the organization. The VP CX is a customer advocate. That means they’ll be the voice defending the perspective of the customer at all times.

· Create proactive, repeatable processes and playbooks to drive consistently-strong Customer Experience

· Drive cross-functional focus on Customer Outcomes, Value, and Experiences

· Recruit, motivate, and retain a high performing Customer Operation team, driving employee engagement, satisfaction, and morale

· Improve efficiency in the organization by driving productivity, increasing automation, and enhancing self-service

· Build a 360-degree view of the customer. The VP CX will be the person driving a deeper understanding of customer needs, satisfaction, and their overall experience.

· Identify gaps or weaknesses in CX across all touchpoints in the customer journey. Whether that’s in customer service or sales, the VP CX will be the first to assess how customer satisfaction can be improved.

· Support frontline teams in optimal CX delivery. Whether that’s providing information, securing technological support, or improving employee experience, the VP CX will need to know how to help employees to deliver the best customer support possible.

· Prove CX results to the highest levels of the company.

· Participate in product development by listening to customers, enable development teams to optimize their products based on customer feedback

What we are looking for:

· Relevant industry qualifications, specifically in insurance preferred

· 10+ years of experience working in leadership with call centre/sales operations

· Experience in Life and P&C Insurance compliance is an asset

What we will give you:

An amazing opportunity to help build and shape the Canadian operations, work in a fun, dynamic culture, Competitive Compensation package incl. of Base salary and bonus, 4 weeks vacation to start, 10 sick days, flex days, Hybrid working model, 100% paid health benefits, $500 Health spend account, Up to 5% RRSP matching, Parental leave top up, discounts, Tuition reimbursement and more ……