Global Learning Excellence and Customer Experience Manager

TELUS Digital; Montreal; Hybrid; CAD 80,000 - 110,000; Full time

Job summary

A telecommunications company is seeking a Global Learning Excellence and Customer Experience Manager in Montreal or Toronto. The successful candidate will oversee training curriculum and ensure high customer experience standards while managing team development. Applicants should possess a significant understanding of the healthcare industry and demonstrate strong leadership skills. This is a full-time position with a focus on customer satisfaction and operational output.

Qualifications

• Minimum of 3 years of experience managing and leading strong teams.
• Knowledge of customer excellence and quality.
• Experience with coaching methodologies.

Responsibilities

• Support the creation of training curriculum and ensure high standards of quality service.
• Manage client relations to align training and customer experience standards.
• Drive new hire and recurrent training effectiveness results.

Skills

Customer experience optimization

Analytical skills

Proficient in MS Office and Google Suite

Effective decision-making

Bilingual in French and English

Creativity and thought leadership

Education

3 years of university studies in Business Administration, Marketing, Education, Psychology, or related fields

Job description

Global Learning Excellence and Customer Experience Manager

Join to apply for the Global Learning Excellence and Customer Experience Manager role at TELUS Digital

Global Learning Excellence and Customer Experience Manager

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Join to apply for the Global Learning Excellence and Customer Experience Manager role at TELUS Digital

Looking for an opportunity where you can make an impact. This is the opportunity for you.

The Learning Services (LS) and Customer Experience (CE) Manager is co-responsible with operations for the professional development and performance of our Team Members.

They support the creation of training curriculum, ensure high standards of quality service and effective training delivery, develop Customer Experience and Quality standards, and manage competency profiles for LS and CE Leaders. The role involves implementing career plans for team members to maximize development, client satisfaction, and operational output.

Specific Responsibilities May Include :

• Encourage cross-departmental collaboration to support business strategy
• Ensure timely updates and execution of training and customer experience activities
• Adopt and drive global standards for training and customer experience
• Participate in internal and external meetings and business reviews
• Manage client relations to align training and customer experience standards
• Support development of effective analytics for operations team
• Plan development and engagement activities for LS and CE Teams
• Coordinate with Workforce for scheduling new hire classes and cross-training
• Optimize resource allocation for LS and CE to support operations
• Coordinate with recruitment to update profiles
• Own Training Attrition through action plan creation and execution
• Drive new hire and recurrent training effectiveness results
• Location based in Montreal, or Toronto; Canada
• Minimum of 3 years of experience managing and leading strong teams
• Meeting / Exceeding all metrics in current role
• Availability to work on-site with schedule flexibility
• Pharmacy industry knowledge including Practice Management Software expertise - desirable
• Creativity thought leadership, in support of business advancement
• Presentation analytical and organizational skills
• Analytical and organizational skills
• Effective decision-making & problem-solving abilities
• Effective time management and prioritization abilities
• Results-oriented with ability to report outcomes with clear actions
• English proficiency with strong verbal and written communication
• Intermediate to advanced MS Office and Google Suite skills
• Experience with coaching methodologies
• Effective leadership techniques; coach like feedback, learning and development techniques and performance management
• Strong focus on customer experience optimization
• Knowledge of feedback, learning, and development techniques
• Customer excellence & quality knowledge
• Previous experience teaching or working in educational programs
• Proven experience in quality assurance
• 3 years of university studies in Business Administration, Marketing, Education, Psychology, Communications, Industrial Engineering, or related fields
• Experience leading small to medium groups of team members
• Experience with external and internal client relationships
• Familiarity with AI
• Bilingual in both official languages (French and English) written and verbal - desirable
• Solid understanding of the healthcare industry; Pharmacy, Electronic Medical Records, Claims Management Solutions - desirable

TELUS Values :

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values :

We passionately put our customers and communities first

We embrace changes and innovate courageously

We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Seniority level

Seniority level

Associate

Employment type

Employment type

Full-time

Job function

Job function

Analyst and Information Technology

Industries

Telecommunications

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