(Canada) Sr. Customer Experience Manager (Contract)

PointClickCare; Toronto; On-site; CAD 100,000 - 125,000; Full time

Job summary

An established industry player is seeking a Senior Customer Experience Manager to enhance the customer journey within a dynamic healthcare technology environment. This role focuses on defining and measuring customer experience metrics, collaborating with diverse stakeholders, and driving actionable improvements. You will leverage your extensive experience in customer research and analytics to influence business strategies and foster a culture centered around customer satisfaction. Join a forward-thinking team dedicated to meaningful care collaboration and real-time patient insights, and make a significant impact on the customer experience in a rapidly evolving industry.

Qualifications

• 7+ years in customer research and CX measurement.
• Strong analytic skills to influence business outcomes.

Responsibilities

• Foster a customer-centric mindset across teams.
• Oversee quantitative and qualitative research projects.
• Develop best practices for customer experience design.

Skills

Customer Research

CX Measurement Protocols

Analytic Skills

Influencing Business Objectives

Data Application

Education

Bachelor's Degree in Business

Bachelor's Degree in Mathematics

Bachelor's Degree in Sciences

Tools

Excel

PowerPoint

PowerBI

Qualtrics

Job description

(Canada) Sr. Customer Experience Manager (Contract)

This range is provided by PointClickCare. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$48.27/hr - CA$53.65/hr

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.

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.
• 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

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.

PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.

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. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location.

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Marketing and Research

Industries

Software Development