(Canada) Sr. Customer Experience Manager (Contract)

PointClickCare; Mississauga; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking healthcare technology platform as a Senior Customer Experience Manager, where you will play a vital role in enhancing customer satisfaction. Collaborate with diverse stakeholders to measure and improve customer experience, leveraging your expertise in customer research and analytics. This position offers an exciting opportunity to influence business objectives and drive meaningful change in a dynamic environment. With a commitment to empowering employees and fostering a vibrant culture, this innovative firm is dedicated to making a real impact on healthcare across North America. If you are passionate about customer experience and want to be part of a transformative team, this role is for you.

Qualifications

• 7+ years in customer research and CX measurement.
• Strong analytic skills to drive customer experience improvements.

Responsibilities

• Foster a customer-centric mindset across teams.
• Define NPS and automate customer feedback processes.
• Oversee research projects and solve complex customer issues.

Skills

Customer Research

CX Measurement Protocols

Analytic Skills

Data Influence

Stakeholder Influence

Education

Bachelor's degree in Business

Bachelor's degree in Mathematics

Bachelor's degree in Sciences

Tools

Excel

PowerPoint

PowerBI

Qualtrics

Job description

PointClickCare is a leading North American healthcare technology platform enabling meaningful care collaboration and real‐time patient insights. For over 20 years, the company has been focused on realizing its vision: to help create a world in which providers and plans can confidently deliver frictionless care. Since its inception, PointClickCare has grown exponentially, with over 2,200 employees working to impact millions across North America. Recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Cultures, PointClickCare leads the way in creating cloud-based healthcare software.

At PointClickCare, we offer a wealth of opportunities and a vibrant culture that empowers our employees. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you’ll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose.

Join us and be part of a team that is making a real impact.

Contract Duration: 6 months, with a potential to extend or convert to full-time

Position Summary: The Senior Customer Experience Manager will work with the Customer Experience Director and partner with multiple stakeholders across PointClickCare to define, govern, measure the end-to-end customer experience and drive actionable outcomes for improving CX.

Key Responsibilities:

• Work across the organization to foster a customer centric mindset within and across teams and processes to ensure the customer is at the center of decision-making processes; influences stakeholders to adopt a different POV. Anticipates potential objections and influences stakeholders and partners to mitigate concerns or challenges.
• Define relationship NPS and transactional customer feedback data collection and reporting mechanisms; automating processes, integrating data sources and centralizing reporting in partnership with the Corporate Data Office.
• Oversee ad hoc quantitative and qualitative research projects using a variety of research techniques, providing day-to-day direction and coaching to internal and external resources.
• Solves complex issues or problems where analysis of situations or data requires an in-depth evaluation.
• Develops and integrates customer experience best practices tools and methodologies into cross-functional initiatives to represent the voice of the customer and support customer experience design efforts.

Qualifications & Skills:

• 7 years hands-on experience in customer research defining and implementing CX measurement protocols
• Demonstrated ability to influence business objectives to improve the customer experience
• Developed analytic skills with ability to use data to influence others
• Ability to apply insights to long-term strategic business issues as well as day-to-day business challenges
• Expertise with Excel, PowerPoint, and PowerBI, Qualtrics
• Bachelors degree in business, mathematics, or the sciences

Preferred Experience:

• Understanding of the healthcare industry
• Previous experience working successfully in a SaaS organization

Compensation: $48.27 - $53.65 an hour

At PointClickCare, base salary is one of the many components that make up our total rewards package. The Canada base hourly range for this position is $48.27 - $53.65, non-overtime eligible. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all Canada locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.

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It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [e-mail] should you require any accommodations.

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