Customer Experience Manager

📋 Description

• Own and drive CX programs to improve satisfaction, loyalty, and performance.
• Lead, coach, and support a CX team when applicable.
• Management of full lifecycle: planning, execution, measurement, optimization.
• Design and implement journey improvements across digital channels.
• Manage multiple CX projects balancing priorities.
• Create and maintain CX docs, playbooks, SOPs.

🎯 Requirements

• Experience in CX, CS, service design, UX research, or related field.
• Proven experience delivering CX initiatives from strategy to measurement.
• Experience with journey mapping or service design methodologies.
• Practical AI tools, conversational AI, or LLMs in CX.
• Strong analytics and CX metrics tools (Qualtrics, Medallia, Salesforce, Zendesk).
• Strong communication and stakeholder management skills.

🎁 Benefits

• Competitive compensation; Canada-based salary range provided in listing.
• Annual incentive bonus eligibility.
• Flexible working hours.
• Comprehensive country-specific benefits package.
• Wellbeing initiatives for physical, mental, financial health.
• Parental leave programs and professional development opportunities.