Role Summary

As head of customer experience, your primary responsibility will be for the strategic leadership and direction of a growing inbound contact centre. This is a high-visibility role, in which you will be responsible for leading and setting the strategy for a key function with a significant degree of autonomy.

Key priorities will include re imagining customer experience and refining key processes. In the longer term, there are a range of value adding projects that the business will ask the successful candidate to lead on.

Role Responsibilities

  • Develop a deep understanding of the existing customer service environment
  • Propose a vision for modern customer experience
  • Integrate customer experience across departments
  • Develop a strategy to introduce and manage customer success
  • Provide recommendation and insight on the entire customer journey
  • Executive and manage a team to help achieve strategic objectives

Personal Characteristics

  • Ability to observe the big picture, identify areas of improvement, and propose solutions
  • You lead with empathy, insight and a focus on improving the customer experience
  • You’re not afraid to be hands on and in the weeds
  • You will support, inspire, empower and care for our team as we strive to reach our goals and realize our true potential
  • Possesses excellent organization, high attention to detail and time management skills with the aptitude to establish priorities
  • Confidence and strong personal credibility when establishing personal relationships and working with sophisticated stakeholders

Experience and Skills

  • 7+ years of experience in the customer experience (financial services, benefits or other related industries preferred)
  • Four year University Degree
  • MBA an advantage
  • Previous experience in overseeing customer experience
  • Ability to build a road map as well as strong executive presence
  • Superior written and verbal communications skills
  • Strong track record of driving operational improvements that meet business and financial objectives
  • Proven success in driving operational efficiencies
  • Strong analytical, financial and strategic skills
  • Successful completion of a Criminal Background check is required
  • Bilingual in French and English is an asset to be fluent in both written and spoken communication

If your background matches the qualifications listed above and are looking for an opportunity with a dynamic team, please submit your resume in confidence. Please note: only candidates selected for an interview will be contacted.

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