Senior Customer Experience Specialist

Company Name:

Information Services Corporation

Location: Regina

Requisition ID: JR0000717

Status: Full Time, Permanent

Job Close Date: May 2, 2025

We are ISC, an industry leading employer with a global presence. We provide registry and information management services for public data and records to our customers. Our mission of putting the right information in the right hands, at the right time means more than just using the right technology. Our people are what drives our innovation, growth, and well-being.

We are looking for a Senior Customer Experience Specialist to help grow our business and contribute to our future.

The Senior Customer Experience Specialist plays a key role in fostering long-term relationships with ISC’s key clients while ensuring the seamless operational integration of new registries and services. This role requires a dynamic, forward-thinking professional who can drive customer engagement at the highest level and manage complex customer accounts. Responsibilities include providing input into the direction and strategies related to relationship management and oversight of proactive customer engagement to ISC’s existing and new customers as new registries and services become operationalized.

This position has responsibility to ensure ISC Registry Operations offers customers an engaging experience across products and services – globally, nationally, provincially, and locally. This position leads the strategy for Customer Engagement and Product Development & Adoption, ensuring the voice of the customer is an integral element in all aspects of the business including strategic and organic growth, product line development and enhancements, and supporting registry functions to help them understand the needs of customers. This role will be instrumental in building and leading a team through both a ‘hands-on’ and strategic approach and will be expected to drive thought leadership by liaising with the Corporate Strategy team to help define and set strategic growth plans and working within Registry Operations to develop priorities aligned with customer needs and leading through innovation in our service models and customer journeys.

Reporting to the Manager, Product Strategy, other highlights include:

• Responsible for the leadership and operational management of the customer experience team including training and development, performance management, work planning, and evaluation of staff.
• Proactively engage with ISC's existing and new clients, fostering long-term, high-value relationships.
• Contribute to strategic business planning by providing market insights, identifying growth opportunities, and supporting the company’s corporate development initiatives.
• Help create detailed and strategic customer journey maps that outline each step of the customer’s interaction with the company, from initial contact through long-term engagement.
• Lead the development and execution of tailored customer engagement strategies, utilizing deep market research, competitive intelligence, and customer insights to drive value.
• Oversee customer appreciation, marketing, and outreach events and activities.
• Lead market research and competitive analysis to identify market trends, and develop initiatives to competitively position ISC.
• Act as the primary escalation point for key customers who experience challenges or issues that require immediate attention or resolution, handling complex or sensitive inquiries that cannot be addressed by other members of the team.
• Take ownership of customer issue resolution, developing and executing comprehensive plans to address and resolve client concerns.
• Identify and mitigate risks associated with customer dissatisfaction or operational failures.
• Provide strategic recommendations to senior leadership on how changes in policy, legislation, or industry regulations may impact ISC’s services and customers.

What you’ll need:

• A degree in Commerce or Business or a related discipline paired with 5+ years solutions-based sales experience.
• Understanding of change management principles to effectively implement a change both internally and for external customers.
• Knowledge of distribution channels and channel management strategies.
• Consultative customer relationship and selling principles.
• Knowledge in the creation of a strategic sales and account plan.

What we offer:

• We believe in progress with purpose.
• Innovative technology.
• A record of sustainable growth.
• Investment in diversifying lines of business.
• We support your growth.
• Career development opportunities.
• Education support.
• We care about people.
• Competitive salary and benefits package.
• Hybrid work schedule.
• Recognition programs.

Help us put the right information in the right hands, at the right time. If this opportunity interests you, please apply by May 2, 2025. We would like to thank all candidates for their interest; however, only those selected to continue in the recruitment process will be contacted. If you are selected for an interview, please advise if you require any accommodations prior to the interview.

A little more about us:

ISC (TSX: ISC) is a leading provider of registry and information management services for public data and records. Throughout our history, we've excelled at delivering value to government, industry, and our community. We are the partner of choice for governments and private sector organizations seeking solutions across the information management spectrum.