Customer Experience Manager

📋 Description

• Lead CX programs to improve satisfaction, loyalty, and business performance.
• Combine project leadership, insights, and AI to optimize experiences.
• Own full lifecycle of CX initiatives from planning to optimization.
• Design journey enhancements across digital and customer touchpoints.
• Balance multiple CX projects with strategic goals.
• Document processes, playbooks, and SOPs for CX operations.

🎯 Requirements

• Experience in CX, customer success, service design, UX research, or related field.
• Proven ability to deliver CX initiatives from strategy to measurement.
• Experience with journey mapping, service design, or customer research techniques.
• Practical experience with AI tools, conversational AI, LLMs, or AI CX platforms.
• Strong CX analytics knowledge with tools like Qualtrics, Medallia, Salesforce, Zendesk.
• Ability to translate insights into business recommendations and influence stakeholders.

🎁 Benefits

• Canada-based salary range of CAD 86,400–CAD 144,000 depending on experience and location.
• Annual incentive bonus eligibility.
• Flexible hours and comprehensive country-specific benefits.
• Wellbeing and family-friendly programs, including parental leave and study assistance.
• Career growth opportunities within a global organization.