Senior CX Lead

Cynet Systems Inc; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading consulting firm in Toronto is seeking a seasoned Customer Experience Manager with over 8 years of experience. The role involves leading CX initiatives, collaborating with health care stakeholders, and driving user research to enhance customer journey mapping. The ideal candidate will excel in data analysis and be proficient in tools like Power BI and Excel. Join a dynamic team focused on improving health care outcomes through customer insights.

Qualifications

• 8+ years in Customer Experience (CX) and Experience Management.
• 5+ years in user research, including interviews, surveys, and workshops.
• 5+ years facilitating CX workshops and co-design sessions.
• Experience in health care settings or with digital health solutions is an asset.
• Public sector experience is an asset.

Responsibilities

• Identify user experience improvement opportunities and advocate for enhancements.
• Lead large-scale CX-related projects or multiple medium-sized initiatives.
• Conduct structured analysis to uncover root causes and generate insights.
• Lead customer journey mapping to identify pain points.
• Engage with key stakeholders to align initiatives with healthcare goals.

Skills

Customer Experience (CX)

Collaboration

Communication

Human-centred design principles

Qualitative research

Quantitative research

Data analysis

Journey mapping

Workshop facilitation

Analytical skills

Education

Bachelor’s degree in a related field

Tools

Power BI

Excel

Job description

Job Description:

• This role involves leading CX initiatives, performing research, collaborating with internal teams and external stakeholders, and translating customer insights into actionable recommendations.

Responsibilities:

• Identify user experience improvement opportunities and advocate for enhancements.
• Lead large-scale CX-related projects or multiple medium-sized initiatives.
• Conduct structured analysis to uncover root causes and generate insights.
• Lead customer journey mapping using multiple data sources to identify pain points and opportunities.
• Support workflow mapping to align current and future-state processes with customer experience goals.
• Deliver compelling and visually engaging reports and presentations to stakeholders.
• Refine Voice of Customer (VoC) initiatives and feedback loops.
• Conduct qualitative and quantitative research (e.g., interviews, surveys, focus groups).
• Collaborate with product owners and cross-functional teams to integrate CX insights into roadmaps.
• Identify risks and provide data-driven recommendations to leadership.
• Facilitate CX workshops for collaborative problem-solving and service improvements.
• Engage with C-Suite executives, Ministry of Health, and other key stakeholders to align initiatives with healthcare goals.
• Provide strategic planning expertise aligned with organizational objectives.

Required Skills:

• Extensive experience in Customer Experience (CX) and Experience Management.
• Strong collaboration and communication skills, with the ability to manage competing priorities.
• Expertise in human-centred design principles and co-design practices.
• Proficient in both qualitative and quantitative user research and data analysis.
• Ability to work with large datasets (Power BI, Excel) and deliver insight reports with recommendations
• Skilled in user segmentation and persona development.
• Proficiency in journey mapping and service blueprinting.
• Experienced in CX workshop facilitation and user interviews.
• Strong analytical, strategic, and independent decision-making capabilities.

Experience:

• 8+ years in Customer Experience (CX) and Experience Management.
• 5+ years in user research, including interviews, surveys, and workshops.
• 5+ years facilitating CX workshops and co-design sessions.
• Experience in health care settings or with digital health solutions is an asset
• Public sector experience is an asset.

Qualification And Education:

• Bachelor’s degree in a related field (preferred).