Manager, Customer Experience Enablement

ABC Benefits Corporation; Alberta; Hybrid; CAD 110,000 - 140,000; Full time

Job summary

Alberta Blue Cross is seeking a Manager, Customer Experience to lead enterprise CX enablement and drive adoption of CX practices across the organization. You will partner with HR, Learning & Organizational Development, Product, Digital, Marketing, Sales, Service and Ops to embed customer-centric planning and decision-making.

The role requires progressive CX leadership, capability building, measurement, and a focus on translating strategy into practical programs, tools, and competencies across

Qualifications

• Progressive experience in customer experience, customer strategy, experience management, customer insights, organizational enablement or related discipline.

Responsibilities

• Own and evolve enterprise CX enablement roadmap and measurement framework.
• Translate CX strategy into practical initiatives, programs and tools for organizational adoption.
• Lead CX competency framework development and partner with HR/learning for capability building.
• Develop CX frameworks, toolkits and resources for leaders to apply customer-centric practices.
• Lead the CX Awards program including communications, nominations and evaluation.

Skills

Customer experience

CX strategy

Experience management

Customer insights

Organizational enablement

Education

Post-secondary education in business/marketing/communications/social sciences

Job description

Alberta Blue Cross is seeking a Manager, Customer Experience to lead enterprise CX enablement and drive adoption of CX practices across the organization. You will partner with HR, Learning & Organizational Development, Product, Digital, Marketing, Sales, Service and Ops to embed customer-centric planning and decision-making.

The role requires progressive CX leadership, capability building, measurement, and a focus on translating strategy into practical programs, tools, and competencies across