Customer Experience (CX) Lead

Manitoba Public Insurance; Winnipeg; On-site; CAD 60,000 - 80,000; Full time

Job summary

A public service organization in Winnipeg is seeking a Customer Experience Lead to improve customer services and implement effective strategies. The ideal candidate has over 5 years of experience in customer experience and service design. You will work collaboratively across teams to ensure customer perspectives drive decision making. This role also requires strong communication skills and a passion for public service delivery.

Benefits

Comprehensive health benefits

Registered pension plan

Flexible work arrangements

Employee and family assistance program

Discounted gym memberships

Qualifications

• 5+ years of experience in CX, service design, or customer-facing operations.
• Proven track record in customer experience improvements.
• Ability to navigate internal processes with clarity.

Responsibilities

• Lead and implement customer experience initiatives.
• Draft customer-facing communications with clarity and empathy.
• Manage and report on performance of CX initiatives.

Skills

Excellent communication

Customer service improvement

Proactive problem solving

Service design

Education

Degree in Communications, Business, Human-Centred Design, or related discipline

Job description

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.

Qualifications

Education:

• Degree in Communications, Business, Human-Centred Design, Service Design, or a related discipline.

Experience:

• 5+ years of experience in CX, service design, or customer-facing operations.

Technical Knowledge and Skills:

• A proactive, action-oriented professional with the ability to go the extra mile to improve the total customer experience.
• A builder and connector with excellent communication and purpose.
• Skilled at navigating internal complexity with calm, clarity, and confidence.
• Based in Winnipeg, with a passion for improving public service delivery.

If you’re energized by making a real difference, working across silos, and helping others see the impact they can have on the customer experience, we’d love to meet you.

Employee Benefits

Health benefits

We offer a comprehensive health benefits program that includes:

• flexible health, dental and vision plans
• health spending account
• travel health coverage
• other extended health benefits such as ambulance, massage and physiotherapy

Financial security

In an effort to support financial security, we offer:

• registered pension plan
• group, dependent, and optional life insurance coverage
• critical illness insurance
• sick leave to cover short-term disability
• long-term disability

Wellness

We offer programs that focus on how to better achieve a balance between work and personal commitments, as well as maintain a healthy workplace culture. This includes:

• vacation entitlement
• flexible work arrangement for eligible positions
• maternity, parental and adoptive leaves
• bereavement and family responsibility leaves
• employee and family assistance program
• mental-health programming
• lunch-and-learn offerings
• discounted gym memberships and wellness account

Diversity and inclusion

Manitoba Public Insurance believes that diversity and inclusion strengthens us. We consider ourselves to be a barrier-free organization where individual values, beliefs and practices are respected and appreciated for the diversity they bring to our work life.

Employee recognition

It’s important to recognize our employees for their contributions. Not only do we recognize employees as they achieve milestone years in their careers, we also have several outlets for leaders and peers to reward each other for work well done.

Professional development

We want our employees to grow, which is why we offer support in keeping their skills up-to-date. We offer in-house training, professional development and an educational assistance program.

Safety and health

In an effort to encourage a safe and healthy work environment, we offer various safety, health and workplace policies and programs along with technical expertise and assistance to support employee activities in safety and health.