Senior Customer Experience Manager

Summary

Join PointClickCare as a Senior Customer Experience Manager and play a key role in defining, governing, and measuring the end-to-end customer experience. Collaborate with stakeholders across the organization to foster a customer-centric mindset. You will define and implement customer feedback mechanisms, oversee research projects, and develop customer experience best practices. This is a 6-month contract position with the potential for extension or conversion to full-time employment. The ideal candidate will possess 7+ years of experience in customer research and a proven ability to influence business objectives to improve customer experience. PointClickCare offers a competitive hourly rate and a comprehensive total rewards package.

Requirements

• 7 years hands-on experience in customer 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 PowerBI, Qualtrics
• Bachelors degree in business, mathematics, or the sciences

Responsibilities

• Work across the organization to foster a customer centric mindset within and across teams and processes to ensure the customer is at the center of decision-making processes; Influences stakeholders to adopt a different POV. Anticipates potential objections and influences stakeholders and partners to mitigate concerns or challenges
• Define relationship NPS and transactional customer feedback data collection and reporting mechanisms; automating processes, integrating data sources and centralizing reporting in partnership with the Corporate Data Office
• Oversee ad hoc quantitative and qualitative research projects using a variety of research techniques, providing day-to-day direction and coaching to internal and external resources
• Solves complex issues or problems where analysis of situations or data requires an in-depth evaluation
• Develops and integrates customer experience best practices tools and methodologies into cross-functional initiatives to represent the voice of the customer and support customer experience design efforts

Preferred Qualifications

• Understanding of the healthcare industry
• Previous experience working successfully in a SaaS organization

Benefits

$53.65 - $59.62 an hour