Customer Experience (CX) Specialist (18 Month Contract)

Canlan Sports TM; Ontario; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

Join a leading sports recreation company as a Customer Experience Specialist. In this hybrid role, you will enhance customer interaction by managing feedback and insights, collaborating with multiple teams. Successful candidates will possess analytical skills and experience with customer experience platforms, driving improvements in community engagement and feedback processes.

Qualifications

• 1-2 years work experience in customer experience or insights roles.
• Strong experience with VoC platforms.
• Excellent communication skills, both verbal and written.

Responsibilities

• Manage the Voice of Customer program and improve feedback channels.
• Build dashboards and reports for stakeholder updates.
• Execute research methodologies aligned with business objectives.

Skills

Customer Experience

Analytical skills

Communication

Survey design

Stakeholder management

Community management

Tools

Qualtrics

Medallia

Alida

Job description

Customer Experience (CX) Specialist (18 Month Contract)

At Canlan Sports, we believe that customer experience is at the heart of community building. As our?CX Specialist, you'll manage and enhance our customer experience ecosystem, delivering insights that help shape and elevate our programs, services, and experiences across North America. You'll play a key role in maintaining and evolving our Voice of Customer (VoC) and Insights Community platforms and be the go-to for transforming feedback into action. This role blends data, storytelling, and human-centred design.

This is a hybrid role.

Key Responsibilities

Voice of Customer Program Management

Maintain, improve, and operationalize our VoC platform, ensuring ongoing health of surveys, feedback channels, and dashboards across NPS, OSAT, and CES.

Collaborate cross-functionally to manage and execute the deployment of transactional, relational, and ad-hoc surveys tied to operational and strategic needs.

Build and evolve CX dashboards and reporting frameworks for monthly and quarterly stakeholder updates.

Shares actionable insights with internal teams and assists in developing CX strategies.

Insights Community Growth & Engagement

Own the content calendar and communication plan for our online insights community to drive participation and generate quality research input.

Execute strategies to grow the community and increase response rates, ensuring a healthy, two-way dialogue with customers.

Execute primary and secondary research methodologies (e.g., surveys, interviews, polls) that align to strategic business objectives.

Provide actionable insights and thematic analyses to product, operations, and marketing teams.

Partner with internal teams and strategic partners to design closed-loop feedback processes that enable continuous improvement.

Collaborate with Marketing, Digital, Operations, and Product to align CX data with brand and experience strategies.

Educate internal stakeholders on CX metrics, trends, and opportunities.

Support ad hoc research requests and special projects related to product launches, new services, or brand tracking.

Skills & Qualifications

1-2 years work experience in a Customer Experience, Customer Insights, or Research-focused role.

Strong experience working with VoC (Voice of the Customer) or CX platforms (e.g. Alida, Medallia, Qualtrics, InMoment, etc.).

Proficient in survey design, dashboard building, and reporting

Solid knowledge of NPS, OSAT, CES, and best-practice measurement strategies.

Experience in community management or building engagement strategies for insights communities is a plus.

Analytical mindset with the ability to interpret both qualitative and quantitative data and tell a compelling story.

Experience with primary research (interviews, surveys, fieldwork) and secondary research methods.

Excellent communication skills - written, verbal, and visual.

Capable of effective group facilitations

Detail-oriented and highly organized with the ability to manage multiple initiatives simultaneously.

Team player with strong stakeholder management and project coordination skills.

Self-starter with a passion for sports, recreation, or community experiences is an asset

If you are interested in this role, please apply online

NOTE: Only those applicants under consideration will be contacted. Please accept our utmost appreciation for your interest. We are an Equal Employment Opportunity employer. Employment decisions are based on merit and business needs, and not on race, color, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, provincial, and local laws and ordinances. Reasonable accommodation is available for qualified individuals with disabilities, upon request. This Equal Employment Opportunity policy applies to all practices

,
.

Canlan Sports is the place where we play

We’re the leading owner, operator, and investor in the multi-sport recreation sector, committed to creating sports communities that change lives for the better. With 16 sports complexes across North America, we offer a wide array of ice, court and turf experiences.

Canlan Sports is where we play, from sports and recreation facility design and development to operations and programming.

Looking for more opportunities?

We've got plenty of career paths for passionate people, so check out related jobs, looking for an applicant just like you!