Interim Vice President Customer Experience

LHH Knightsbridge; Toronto; On-site; CAD 120,000 - 180,000; Full time

Job summary

A leading Canadian higher educational institution is seeking an Interim Vice President of Customer Experience to lead a transformative initiative aimed at enhancing the student journey through technology and coordinated services. The role involves designing a centralized service hub and implementing innovative customer service models to improve engagement and accessibility.

Qualifications

• Proven track record in complex organizations.
• Experience creating new customer service models.
• Strong analytical and problem-solving skills.

Responsibilities

• Lead initiatives to enhance student experience.
• Design a centralized service hub for students.
• Explore AI applications to improve service efficiency.

Skills

Innovating customer experience projects

Knowledge of AI applications

Analytical skills

Communication skills

Project management skills

Job description

Interim Vice President Customer Experience

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IMMEDIATE INTERIM OPPORTUNITY

Position: Interim Vice President Customer Experience

Reports To : COO

Duration : 6+ months

Location : Toronto, ON

Our client is a large, complex and high profile Canadian higher educational institution. They seek a seasoned professional to lead a transformative customer experience initiative aimed at revolutionizing the student journey through technology and coordinated services. The project involves redesigning the student experience across learning, onboarding, and overall engagement, offering a unique opportunity to shape sector-wide strategies. Candidates from outside academia with a strong B2C background and experience in similar projects are preferred.

Key Accountabilities :

1. Assess current decentralized service delivery, including services offered, metrics, and resource allocation.
2. Lead initiatives to streamline and enhance the experience for prospects, applicants, and students.
3. Design a centralized, student-centric service hub providing a unified access point for campus and virtual services.
4. Create 24/7 digital access to educational pathways, course offerings, and registration info.
5. Engage students digitally, meeting their preferences with personalized, modern tools.
6. Develop a new customer service model emphasizing personalized support, seamless access, proactive service, transparency, and blended campus-digital experiences.
7. Explore AI applications like virtual assistants, predictive analytics, NLP, and automated workflows to enhance service efficiency and personalization.
8. Foster a culture of intentional listening, engagement, seamless journeys, and continuous improvement.
9. Strengthen human connections through personalized experiences and actionable insights for process improvements.
10. Create an implementation plan for executive approval, identifying quick wins to demonstrate progress.

Competencies and Requirements :

1. Proven track record of innovating customer experience projects in complex organizations.
2. Knowledge of AI applications in customer journey enhancement.
3. Experience creating and deploying new customer service models at scale.
4. Resourceful, driven, with a positive attitude and problem-solving skills.
5. Maturity, resilience, adaptability in fast-paced environments.
6. Ability to bridge business needs with technical concepts and communicate effectively with executives.
7. Strong analytical, critical thinking, and problem-solving skills.
8. Excellent communication, presentation, and data analysis abilities.
9. Interpersonal and organizational skills to build relationships and collaborate effectively.
10. Exceptional project and change management skills, capable of managing complex initiatives with multiple resources.

Please send your CV (Word format) to: [e-mail] (Subject: Job Title)

Our services support leadership transitions, change initiatives, and transformation projects, with interim executives bringing senior-level expertise on a limited engagement basis.

Follow LHH Knightsbridge on LinkedIn for updates on interim opportunities.

We are committed to equitable hiring and accessible recruitment processes. Please inform us of any accommodation needs during the application process.

We value diversity and encourage applications from individuals with disabilities. Only shortlisted candidates will be contacted.

April 2025