10.000+
Jobs in Toronto, Kanada
Senior CX Lead
Ich möchte über neue Stellenangebote in Toronto benachrichtigt werden.
Responsable, exploitation des médias numériques (canada)
Responsable, exploitation des médias numériques (canada)
The Home Depot Canada
Toronto
CAD 80.000 - 100.000
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CAD 110.000 - 131.000
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CAD 90.000 - 120.000
Jobbeschreibung
Job Description:
- This role involves leading CX initiatives, performing research, collaborating with internal teams and external stakeholders, and translating customer insights into actionable recommendations.
- 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.
- 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.
- 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.
- Bachelor’s degree in a related field (preferred).
* Der Gehaltsbenchmark wird auf Basis der Zielgehälter bei führenden Unternehmen in der jeweiligen Branche ermittelt und dient Premium-Nutzer:innen als Richtlinie zur Bewertung offener Positionen und als Orientierungshilfe bei Gehaltsverhandlungen. Der Gehaltsbenchmark wird nicht direkt vom Unternehmen angegeben. Er kann deutlich über bzw. unter diesem Wert liegen.
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