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The Strategist, Customer Experience is responsible for contributing to the baseline for the current customer experience as well as understanding the key Moments of Truth along the customer journey. The Strategist will leverage this, as well as the insights from the survey process, to establish key areas of focus for improved customer experience. This role will support the Customer Experience Director on strategic plan development.

RESPONSABILITIES

  • Train, Coach and act as SME to corporate and franchise branches to ensure we are building a reliable customer experience.
  • Promote a holistic, seamless customer experience using a process and customer focused discipline.
  • Encourage a Customer Centric perspective across the organization through coaching, insight driven trainings etc.
  • Define and develop insight to action based upon customer data
  • Analyze customer data and insight via Medallia
  • Research industry leading trends in Customer Experience to inform how Bath Fitter can continue to grow and improve
  • Work closely with the Learning and Development team to develop training content and facilitate training opportunities
  • Support the Director, Customer experience in developing a multi-year customer experience strategy
  • Ensure all programs to fix customer experiences are aligned and executed successfully at the local level.
  • Work with the Director, Customer Experience, and other stakeholders across the organization to establish the “goal map” to Customer-driven growth
  • Redesign poor experiences by exploring people, policy, or system changes.
  • Lead the partnership with Customer Experience partners such as Medallia and our contact center
  • Provide on-going resources and guidance to facilitate customer experience improvements as required
  • Ensure VOC feedback is accessible throughout the organization in real time
  • Engage other stakeholders as a change leader for delivering the brand promise (i.e. people first, no compromise, better bath remodel)
  • Perform other tasks as required.

QUALIFICATIONS

  • Bachelor’s degree in business/commerce, communications, marketing or equivalent.
  • 5+ years’ experience in a similar role, knowledge of customer experience management platforms, an asset.
  • Familiarity with customer experience measurements, specifically Net Promoter Score (NPS) and CSAT methodology, an asset.
  • French (written and spoken) an asset; English is a must.

DEMONSTRATED SKILLS

  • Superior communication skills.
  • Strong analytical skills, with the ability to gather and interpret insights and propose recommendations.
  • Ability to drive results and collaborate with multiple stakeholders across the company
  • Demonstrated ability to develop intuitive strategic plans.
  • Capable of working well both independently as well as part of a team.
  • Demonstrated facilitation abilities.
  • Advanced skills MS Office Suite (Excel, PowerPoint, Word, Outlook).