About the Role
Overview
We’re looking for a Customer Experience (CX) Lead who’s as comfortable rolling up their sleeves as they are shaping big-picture change. In this role, you’ll be part of a passionate team that works side-by-side with people across the organization to make things better for our customers and the teams who serve them.
You’ll be the person who connects what we hear from customers to the decisions we make as an organization. Sometimes that means making small, meaningful fixes that remove friction in the moment. Other times, it means influencing how we design services, set policy, and plan for the future.
This is a role for someone who can build a realistic plan to achieve a long-term Customer Experience vision and also knows that every interaction today matters. You’ll spend time out in the business, building relationships, hearing directly from front-line teams, and making sure customer perspectives are part of every conversation from project rooms to boardrooms.
Responsibilities
Lead and implement quick wins that improve customer experience across all channels.
Complete and submit internal service requests on behalf of business teams to reduce friction in execution.
Draft customer-facing communications with a focus on clarity, tone, and empathy.
Support divisions with onboarding and applying CX tools such as empathy maps and journey maps.
Attend service centre tours and front-line team meetings to surface real-time feedback and initiate solutions.
Manage, track, and report on the performance of CX initiatives and dedicated CX improvement actions, taking appropriate steps to keep cross-functional teams aligned and moving forward to achieve CX goals.
Lead journey map development and driver analysis, and partner with UX for usability testing and user research to translate data into customer insights.
Maintain CX documentation, including customer journey maps and driver analysis to ensure they are complete, current, and shared with and understood by appropriate stakeholders.
Build collaborative reports between CX, Operations and Claims performance analysts to tell the comprehensive and actionable story behind key measures of success.
Serve as the embedded customer voice on project teams, representing real feedback at design, scoping, and implementation decision points.
Present CX insights and recommendations to senior leadership and governance forums to influence enterprise-wide decisions.
Build grassroots relationships with supervisors, operational leads, and service teams to create champions for customer experience.
work in MANITOBA
Where opportunity and job seekers meet!
%20(1).png)