Director, Customer Insights & Service Design

Business Edge Personnel Services; Outram; On-site; CAD 90,000 - 120,000; Full time

Job summary

A consulting firm in Nova Scotia is seeking an experienced professional to lead customer insights and drive improvements in service delivery. You will develop and implement comprehensive customer experience strategies, collaborate with cross-functional teams, and inspire your colleagues. The ideal candidate should have over 10 years of experience in customer experience and strong analytical skills. This role offers a full-time contract with a positive work culture.

Qualifications

• Must have 10-12 years of progressive experience in customer experience, market research, service management, and data analytics.
• Proven track record in leading and managing teams.
• Experience in developing and implementing customer experience strategies.
• Strong analytical and problem-solving skills with proficiency in data analysis.
• Experience in designing and conducting customer surveys and research.

Responsibilities

• Design and implement strategies for gathering customer insights.
• Conduct analysis of customer feedback to identify trends and opportunities.
• Develop a comprehensive CX strategy and roadmap.
• Lead cross-functional teams in service design improvements.
• Manage budgets across CX initiatives.

Skills

Strategic thinker

Strong leadership skills

Excellent communication skills

Analytical mindset

Customer-centric

Results-oriented

Change management

Collaboration

Influencing skills

Education

Bachelor in Business, Service Management, Service Design, Statistics, Data Analytics, or related field

Tools

Power BI

Tableau

Statistical software (e.g., SAS, SPSS, Python)

Process mapping software (e.g., Visio)

Job description

A consulting firm in Nova Scotia is seeking an experienced professional to lead customer insights and drive improvements in service delivery. You will develop and implement comprehensive customer experience strategies, collaborate with cross-functional teams, and inspire your colleagues. The ideal candidate should have over 10 years of experience in customer experience and strong analytical skills. This role offers a full-time contract with a positive work culture.