Customer Experience Lead — Flexible Hours & Remote

Grundfos GmbH; Brockville; Hybrid; CAD 73,000 - 102,000; Full time

Benefits offered by this job

Flexible hours

Home working opportunities

Parental support

Annual bonuses

Health insurance

Volunteer leave

Training programs

Job summary

Grundfos in Brockville, Ontario, Canada is seeking a Customer Experience Specialist to drive end-to-end improvements and ensure world-class support throughout the customer journey. You will analyze feedback, map journeys, and partner with cross-functional teams to turn insights into actions that elevate satisfaction.

The role demands 3+ years in CX or related roles, proficiency with Salesforce and CX tools, strong communication, and the ability to influence stakeholders across levels.

Qualifications

• 3+ years of experience in customer experience, customer success, or a related customer-facing role.
• Experience using CRM platforms (Salesforce) and customer feedback tools.
• Excellent communication and stakeholder management across multiple organizational levels.
• Bachelor's degree in Business, Marketing, Communications, or a related field.

Responsibilities

• Analyze customer feedback, satisfaction data, and journey maps to identify improvement opportunities and drive actionable insights
• Coordinate cross-functional initiatives to resolve customer pain points and enhance the overall experience
• Develop and maintain customer experience metrics, dashboards, and reporting to track performance against KPIs
• Serve as the voice of the customer internally, advocating for customer‑centric decisions across teams
• Support the design and implementation of new processes, tools, and communication strategies that elevate customer satisfaction

Skills

Customer experience

Cross-functional collaboration

Analytical skills

Communication skills

Stakeholder management

Education

Bachelor's degree in Business/Marketing/Communications

Tools

Salesforce

Power BI

Tableau

Job description

Grundfos in Brockville, Ontario, Canada is seeking a Customer Experience Specialist to drive end-to-end improvements and ensure world-class support throughout the customer journey. You will analyze feedback, map journeys, and partner with cross-functional teams to turn insights into actions that elevate satisfaction.

The role demands 3+ years in CX or related roles, proficiency with Salesforce and CX tools, strong communication, and the ability to influence stakeholders across levels.