Customer Experience Leader: Standards, Training & Insights

Loblaw Companies Limited; St. Albert; On-site; CAD 80,000 - 110,000; Full time

Job summary

Loblaw Companies Limited is seeking a Customer Experience Specialist (CES) in Canada. The role focuses on implementing and managing national standards, store programs, and processes on the Right-Hand Side of the store to improve customer experience and financial results.

The CES collaborates with stakeholders, supports training on standards and national initiatives, and helps drive continuous improvement across departments including PCX, Front-End, Cosmetics, Health & Beauty, and General

Qualifications

• 5+ years of operational experience in management roles.
• Experience in facilitating, training, and coaching employees.
• Excellent communication and interpersonal skills.
• Strong diagnostic and analytical abilities (root-cause analysis).
• Proven ability to manage change and adapt to shifting priorities.
• Highly organized with proficiency in technology and project management.
• Self-motivated team player aligned with Loblaw Leadership Behaviours.
• Flexibility to travel within the assigned region.

Responsibilities

• Ensure department adherence to company policies and procedures through store visits.
• Collaborate with Operations to develop and participate in action plans using data insights.
• Follow up on feedback and action plans to drive continuous improvement.
• Leverage analytics tools to identify trends and support improvements.
• Support and follow up on training for department programs and national initiatives.
• Ensure compliance with regional food safety, health/safety, and government regulations.
• Provide stakeholders with post-mortems from events and BU initiatives for learning.
• Participate in district calls to report progress on programs and opportunities.
• Support new store openings and remodels to uphold standards in the district.

Skills

Operational leadership

Training & coaching

Excellent communication

Root-cause analysis

Change management

Tech proficiency

Team player

Willing to travel

Job description

Loblaw Companies Limited is seeking a Customer Experience Specialist (CES) in Canada. The role focuses on implementing and managing national standards, store programs, and processes on the Right-Hand Side of the store to improve customer experience and financial results.

The CES collaborates with stakeholders, supports training on standards and national initiatives, and helps drive continuous improvement across departments including PCX, Front-End, Cosmetics, Health & Beauty, and General