Senior CX Strategy & Experience Leader

Lever, Inc.; Northern (KY); Hybrid; USD 113,000 - 126,000; Full time

Benefits offered by this job

Benefits from Day 1

Retirement Plan Matching

Flexible PTO

Wellness programs

Parental & Caregiver leave

Learning & Development

Job summary

PointClickCare is seeking a Senior Customer Experience Manager to define, govern and measure the end-to-end customer experience in collaboration with the Customer Experience Director. You will lead cross-functional efforts, guiding research initiatives and coaching teams to drive improvements in CX across SaaS platforms.

The role requires 7 years in marketing research, strong analytical skills, and proficiency with Excel, PowerPoint, and Power BI.

Qualifications

• 7 years hands-on experience within marketing research defining and implementing CX measurement protocols.
• Demonstrated ability to influence business objectives to improve the customer experience.
• Developed analytic 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

• Define, govern and measure the end-to-end customer experience with the CX team.
• Influence others to adopt a new POV and mitigate objections.
• Oversee quantitative and qualitative research projects and coach team members.
• Solve complex issues requiring in-depth evaluation of data and situations.
• Integrate best practices and apply advanced technical skills across disciplines.

Skills

Stakeholder influence

CX measurement protocols

Data-driven storytelling

Analytic skills

Excel

PowerPoint

Power BI

Education

Bachelor's degree in business, mathematics, or the sciences

Tools

Excel

PowerPoint

Power BI

Job description

PointClickCare is seeking a Senior Customer Experience Manager to define, govern and measure the end-to-end customer experience in collaboration with the Customer Experience Director. You will lead cross-functional efforts, guiding research initiatives and coaching teams to drive improvements in CX across SaaS platforms.

The role requires 7 years in marketing research, strong analytical skills, and proficiency with Excel, PowerPoint, and Power BI.