Senior CX Strategy & Insights Leader

Lever, Inc.; Mississauga; Hybrid; CAD 100,000 - 112,000; Full time

Benefits offered by this job

Retirement Plan Matching

Flexible Paid Time Off

Wellness Support Programs

Parental & Caregiver Leaves

Fertility & Adoption Support

Continuous Development Support Program

Employee Assistance Program

Allyship and Inclusion Communities

Job summary

PointClickCare is seeking a Senior Customer Experience Manager to work with the Customer Experience Director and cross-functional stakeholders to define, govern and measure the end-to-end customer experience.

The role leads CX initiatives, oversees quantitative and qualitative research, and translates insights into actions that improve satisfaction, loyalty and outcomes for healthcare providers using our SaaS platform.

Qualifications

• 7 years hands-on experience in marketing research defining CX measurement protocols.
• Able to influence business objectives to improve customer experience.
• Developed analytics skills with ability to use data to influence others.
• Ability to apply insights to long-term strategic business issues as well as day-to-day business challenges.
• Expertise with Excel, PowerPoint, and Power BI.
• Bachelor's degree in business, mathematics, or the sciences.

Responsibilities

• Influences others to adopt a different POV and mitigates objections.
• Oversee adhoc quantitative and qualitative research projects and coach resources.
• Solves complex issues or problems requiring in-depth evaluation.
• Integrates best practices in a discipline with others and applies advanced technical skills.
• Collaborate with leadership to define and measure the end-to-end customer experience.

Skills

CX measurement

Influence business goals

Analytical skills

Insights to strategy

Excel

PowerPoint

Power BI

Education

Bachelor's degree in business/math/science

Job description

PointClickCare is seeking a Senior Customer Experience Manager to work with the Customer Experience Director and cross-functional stakeholders to define, govern and measure the end-to-end customer experience.

The role leads CX initiatives, oversees quantitative and qualitative research, and translates insights into actions that improve satisfaction, loyalty and outcomes for healthcare providers using our SaaS platform.