General Description:

The Senior Customer Experience (CX) Manager will spearhead initiatives to elevate business process excellence throughout D2L, enhancing the overall customer experience. This role demands a collaborative and cross-functional approach to design and refine processes, ensuring alignment with customer needs.

The CX Leader will be instrumental in disseminating CX best practices, including onboarding, renewal, and customer journey strategies, while fostering a culture of trust and value delivery.

Analytical insights reviewing qualitative and quantitative customer data and business processes will be a key focus to help to reduce complexity, reduce friction and improve the customer journey. This global role will be a key strategic

How Will I Make an Impact?

• Employ Lean Six Sigma methodology to streamline business processes across all departments, targeting enhancements in customer experience, growth, and retention.
• Develop and implement new programs and processes, grounded in a structured framework that prioritizes customer satisfaction.
• Champion continuous improvement through education, coaching, and relationship management.
• Drive product adoption, customer satisfaction, and health scores, expanding customer advocacy and reference ability
• Expand customer advocacy and referenceable customers
• Craft CX programs tailored to customer needs across different journey stages, segments, and personas.
• Address large client issues and themes with urgency and effectiveness to coordinate teams across the company as needed
• Stay updated on CX trends, best practices and emerging technologies related to customer experience management, and incorporate relevant insights into process improvement
• Define and monitor KPIs and metrics to gauge process improvement effectiveness, leveraging data for decision-making and optimization

What you’ll bring to the role:

Competencies:

• Strong verbal and written communication skills to effectively articulate ideas, present findings, and influence stakeholders at all levels
• Ability to effectively multiple projects simultaneously, from inception to completion
• Customer centric mindset: deep understanding of customer needs, preferences and pain points with relentless focus on delivery exceptional experiences
• Skilled in data interpretation and leveraging analytics tools for actionable insights.
• Effective collaboration with diverse teams to align and implement customer experience enhancements.
• Capacity to understand the broader business objectives and translate them into actionable strategies and initiatives to enhance customer experience.

Skills

• Ability to analyze qualitative and quantitative data to identify trends, patterns, and areas for improvement in the customer experience journey.
• Willingness to stay updated on industry trends, best practices, and emerging technologies related to customer experience management to drive ongoing improvements and innovation.
• Deep understanding of customer needs, preferences, and pain points, coupled with the ability to empathize with customers and advocate for their best interests within the organization.
• player in developing and executing customer experience plans.

Suggested Qualifications/Experience:

• Undergraduate degree in business administration, sciences or engineering or a combination of education and experience
• A minimum of 5 years' experience of related Lean Six Sigma process improvement experience
• A mandatory certification in Lean Six Sigma Black Belt
• Strong analytical skills with a demonstrated ability to extensively analyze business processes and workflows
• Demonstrated experience working with senior management to influence decision making and the ability to persuade others to act
• PROCSI or ADKAR certification in change management is great to have
• CXPA certification would be an asset