Senior Customer Experience Manager - 0004NN

Posting Date: May 3, 2024, 4:15:29 PM

Primary Location: Ontario-Ottawa

Job Type: Permanent

Schedule: Full-time

Description

Export Development Canada (EDC) is a financial Crown corporation dedicated to helping Canadian businesses make an impact at home and abroad. EDC offers financial products and knowledge to help Canadian businesses confidently enter new markets, reduce financial risk, and grow their business.

When you join our team, you’ll be helping Canadian businesses learn the endless possibilities that open to them through export and help bring their vision, passion, and innovation to the world. Your knowledge and expertise will support more than 25,000 Canadian businesses and their customers in as many as 200 markets worldwide. You’ll work amongst the best and brightest in an inclusive, collaborative environment that fosters professional development and success. And you’ll know that you’re making an impact every day – for businesses, for Canada and for the people you work with.

Are you ready to make an impact? Join EDC, recognized as a Top 100 and Top Family-Friendly Employer, as we take on the risk so Canadian businesses can take on the world. #LI-Hybrid

Team & Job Overview

As a member of EDC’s Customer Experience Center of Excellence (CX COE) and reporting to the Manager, Customer Experience and Market Research, the Senior Customer Experience Manager plays a critical role in enabling the CX function, supporting EDC’s scaled agile delivery framework and providing cross-corporate governance of the end-to-end customer experience at EDC. The Senior Customer Experience Manager will be responsible for supporting the implementation of a corporate wide customer experience strategy and program, including experience management, supporting culture and change efforts, leveraging CX tools such as personas and customer journey maps, as well as delivering CX roadmap initiatives and process/continuous improvement. Defined as an exceptional communicator, the candidate will leverage data, insights, and qualitative research to effectively inform marketing, business and project plans. Relying on effective relationship building, the candidate is expected to understand and translate business goals into clear customer (and potential customer) experiences and inform senior stakeholders on the role customer experience plays in the corporate strategy. The successful candidate should have a strong drive for quality improvement, effective communication and striving for cross functional team and relationship engagement throughout.

Key Responsibilities & Requirements

• Develop and align CX strategies with organizational goals and transformation activities.

• Lead or contribute to high-impact projects that are designed to improve a customer’s experience across a full interaction with EDC.

• Creating and implementing simplified customer experiences, engage other employees, partners, and members in co-creating the experience from a customer-centric point-of-view

• Lead the establishment of a cross-corporate CX governance framework.

• Effectively communicate complex CX concepts in an understandable and engaging manner to the organization.

• Partner with key business units and partners to improve key processes that define customer touch points.

• Understand current performance metrics as they relate to the overall customer experience

• Provide strong advisory and consulting services to guide business decisions toward customer-centric practices.

• Provides ongoing monitoring, analysis, and evaluation of results in order to recommend improvements and to engage all EDC employees in the journey of maturing the CX discipline at EDC.

• Support management of intranet sites and social channels, as well as digital content dissemination.

• Demonstrate expertise in design processes, including design thinking methodologies.

• Design and facilitate workshops and training sessions on CX and design thinking methodologies.

• Helps the organization integrate customer-centric design methods into its work.

Key Competencies

• Ability to drive results, lead cross-functional teams, influence others and foster collaboration across all levels of the organization, including Executive and Board of Directors audiences.

• Excellent oral and written communication skills

• Demonstrated small-group and workshop facilitation skills

• Strong understanding and demonstrated ability to develop customer-focused experiences that lead to customers who are advocates.

• Evidence of achieving results in complex settings and in matrix organizations

• Innate desire and experience in improving the service experience of customers

• Strong analytical skills

• Customer focus with emphasis on digital journey and experience

• Customer journey mapping and persona development

• Excellent change, communication (oral and written) and strong analytical skills

• Drive for innovation and results

• Authentic approach and personal excellence

• Knowledge of Marketing Research and analytics methodologies

• Experience in customer design initiatives and customer insights activities such as user research, testing, customer co-creation or related CX field

Screening Criteria

• Undergraduate Degree in Business Administration; Marketing or related field.

• Minimum 5 years’ experience in digital marketing, or related CX field.

• Working knowledge of marketing or research principles and practices.

Asset

• Bilingual in both official languages (French and English).

• Experience with Figma, Sketch, Miro.

Salary Range

• (Customer Experience 18): Salaries are based on qualifications and experience and typically range from $92,355 - $123,140 plus a performance-based incentive.

Location

• Export Development Canada is a hybrid work environment.

• This role may be performed from EDC’s headquarters in Ottawa, or from the Community Hub in Montreal or Toronto.

• Relocation assistance is available for eligible candidates.

EDC's Commitment to Employment Equity

EDC is committed to employment equity and achieving a diverse workforce. EDC actively encourages applications from women, Aboriginal peoples, visible minorities, persons with disabilities and members of the 2SLGBTQI community. If selected for an interview, please advise us if you need any special accommodation.

How to apply

Only candidates selected for an interview will be contacted. : Application deadline on www.edc.ca/careers : May 17, 2024, 10:59:00 PM EDC is committed to employment equity and actively encourages applications from women, Aboriginal people, persons with disabilities and visible minorities. If selected for an interview, please advise us if you require special accommodation. Candidates must meet the requisite government security screening requirements. :

Req ID: 0004NN