Senior Customer Experience Lead Jobs

Ability to manage multiple projects – strong quantitative research project management skills

Bachelor’s degree in marketing, business management, computer science, research or related field

Ideal candidates will have up to 5 years of quantitative market research experience

Expertise working with customer satisfaction/experience tools and methodologies preferred

Experience working with CX platforms such as Qualtrics, Medallia or InMoment an asset

Comfortable using SPSS, SQL (or any similar tool) to manage data and solve complex business issues

Lead and manage your team of Customer Experience Associates and Senior Customer Experience Associates

Act as a change management lead by assisting with the implementation of new policies and procedures

A competitive compensation and benefits package.

Excellent leadership skills, able to coach and develop your team

Previous experience managing a team of employees (including coaching, leading, and scheduling the team) is a strong asset

Previous banking experience is a strong asset

Supportive management team and good work/life balance

Develop and train the sales team on exemplary customer service, the promotion of different programs, product knowledge and current trends.

Experience as a team leader or sales trainer

Strong selling and customer service skills

Act as a stylist to build a personalized wardrobe to the customer.

Monitor sales targets frequently and take the required actions to influence the store’s results.

Supportive management team and good work/life balance

Develop and train the sales team on exemplary customer service, the promotion of different programs, product knowledge and current trends.

Experience as a team leader or sales trainer

Strong selling and customer service skills

Act as a stylist to build a personalized wardrobe to the customer.

Monitor sales targets frequently and take the required actions to influence the store’s results.

• Advise and support on the analysis and design of solving complex customer experience problems and challenges

• Support the development of customer experience strategy and supporting governance

• Execution, support and quality assurance of CX strategy work streams (e.g. channel strategy)

• Lead the translation of customer research and insights into action plans

• Support the development of materials for different audiences (e.g. Executive Leadership Team, internal meetings, etc.).

For more information on Affinity, please visit www.affinity-group.ca

Experience in both people and budget management

A background of working within a customer experience proposition development, project design, and implementation

Excellent communication and presentation skills, both internally and externally focused

Project plan the development and delivery of agreed initiatives around permanent and respite resident experience

Work with the Dementia, Care and Regulation team to deliver holistic care aligned to our regulatory responsibilities

Access to a wide range of retail and leisure discounts at big brands and supermarkets

Collaborate with various cross-functional teams, including (but not limited to) Operations, Product, Tooling, Analytics, Knowledge Management, Training and Workforce Management

6+ years of proven experience in Program Management, Customer Support Operations or Product Operations

Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously

Previous experience in Tech, Crypto, Finance or Fintech

Excellent analytical and problem-solving abilities, with a data-driven mindset

Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams

Collaborate with various cross-functional teams, including (but not limited to) Operations, Product, Tooling, Analytics, Knowledge Management, Training and Workforce Management

6+ years of proven experience in Program Management, Customer Support Operations or Product Operations

Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously

Previous experience in Tech, Crypto, Finance or Fintech

Excellent analytical and problem-solving abilities, with a data-driven mindset

Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams

Mentor and lead a group of Customer Experience Specialists and create an environment where your team thrives to hit their potential

Build open, honest and authentic relationships with your team and other leaders within the Experience team to drive success

Support training and reporting to effectively run Neo's customer experience center together

You believe in owning the moment and changing the experience that Canadians have come to expect from their bank

You’re a pragmatic problem solver, always looking at what can be fixed today to benefit your team tomorrow

You have exceptional written and verbal communication skills with an acute attention to detail

Represent Customer Experience team in the Post Merger Integration (PMI) committee meetings, including when sunset plans are being developed/modified

3+ years of experience in a Customer Support capacity within a SaaS environment

1+ years of experience in a senior or lead level Customer Support capacity handling escalations and complex tickets

Exceptional problem solving and creative thinking skills

Outstanding written and oral communication skills

Experience providing training and mentorship to other Customer Support team members is a definite asset

Observes and coaches team members’ behaviors to maintain high standards of customer service and product knowledge.

Identifies team members’ issues and communicates them to the Store Manager.

Assists Store Manager in providing a store environment which consistently maintains Laura Canada’s visual presentation, merchandising and housekeeping standards.

Assists Store Manager in ensuring proper execution of all Marketing directives with a high sense of urgency.

Acts as a back-up to the Store Manager.

Provides feedback to the Store Manager on quality issues, missed opportunities and inventory mix.

Process management and planning skills

Proven experience in order management, customer service, or a similar role in the CPG industry.

Experience managing onsite and remote teams

Good understanding of supply chain management, order to cash cycle, and commercial areas

Collaborate with IT teams to enhance order management systems and tools.

Bachelor's degree in Business Administration, Supply Chain Management, or a related field.

Lead and manage your team of Customer Experience Associates and Senior Customer Experience Associates

Act as a change management lead by assisting with the implementation of new policies and procedures

Contributing to the overall success of the branch by identifying opportunities to enhance the customer experience

Excellent leadership skills, able to coach and develop your team

Previous experience managing a team of employees (including coaching, leading, and scheduling the team) is a strong asset

Previous banking experience is a strong asset

Review, monitor, and assist new customer system set-up, including SAVI data management and reporting.

Support customers including implementation, administration, monitoring, training, testing, change management of the Optisolve software and hardware.

Other duties as assigned. Candidate Profile: Experience and Skills:

Strong interpersonal skills when dealing with a wide range of customers with varying computer abilities

Experience in Windows O/S & Mac, iPad Devices, Google workspace, Office 365 and CRM Applications Education:

Create customer onboarding and training, including updates on LMS/knowledge base sites and documentation.

Observes and coaches team members’ behaviors to maintain high standards of customer service and product knowledge.

Identifies team members’ issues and communicates them to the Store Manager.

Assists Store Manager in providing a store environment which consistently maintains Laura Canada’s visual presentation, merchandising and housekeeping standards.

Assists Store Manager in ensuring proper execution of all Marketing directives with a high sense of urgency.

Acts as a back-up to the Store Manager.

Provides feedback to the Store Manager on quality issues, missed opportunities and inventory mix.

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

Establish/assign appropriate account management and internal governance implementation

Responsible for Talent Management, Motivating Teams and Career Development Strategies

Requires a minimum of ten (10) years managerial experience leading teams

Project and operational management expertise

Lead internal cross-functional team to create internal alignment behind each client experience with Innomar

Solid understanding / experience in the design / management of customer experience programs

Strong project management skills, capable of developing & executing plans

Manages initiatives, including design solutions, working with key stakeholders to make enhancements to the customer experience

Champions a customer focused culture to deepen customer relationships and leverage broader Bank relationships, systems and knowledge

Minimum 5 years of relevant experience in a customer experience role

Minimum 5 years of relevant experience in the financial industry

Robust organizational skills, project management skills, and ability to prioritize.

Manages OCE expense budget as set together with DD&T Head and Finance.

Bachelor’s degree, and/or min. 5 years of experience in multi-channel marketing with hands-on knowledge of digital tactics, campaigns and OCE journeys

Working knowledge and experience with Canadian healthcare data.

Defines and manages NGCE-specific performance metrics in coordination with DD&T/BusOps.

Supports the EUCAN OCE leads and provides local input on future of customer experience and personalization of interaction.

Lead and manage your team of Customer Experience Associates and Senior Customer Experience Associates

Act as a change management lead by assisting with the implementation of new policies and procedures

A competitive compensation and benefits package.

Excellent leadership skills, able to coach and develop your team

Previous experience managing a team of employees (including coaching, leading, and scheduling the team) is a strong asset

Previous banking experience is a strong asset

Delivering exceptional customer experiences in the role of the Customer Sales lead through coaching, zoning, team selling and personally selling.

Experience reviewing business reports and insights and taking immediate and deliberate action to achieve results.

Experience with influencing cross-functional partners in informal and formal settings to get things done.

1 year of retail experience preferred

A Victoria’s Secret & Co Customer Experience Lead

All Store Leadership Team responsibilities include: