Job Description
Contract Duration:
6 months, with a potential to extend or convert to full-time
Position Summary:
The Senior Customer Experience Manager will work with the Customer Experience Director and partner with multiple stakeholders across PointClickCare to define, govern, measure the end-to-end customer experience and drive actionable outcomes for improving CX.
Key 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.Qualifications & Skills:
7 years hands-on experience in customer research defining and implementing CX measurement protocolsDemonstrated ability to influence business objectives to improve the customer experienceDeveloped analytic skills with ability to use data to influence othersAbility 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 sciencesPreferred Experience:
Understanding of the healthcare industryPrevious experience working successfully in a SaaS organization
