Customer Experience Manager

Job Title: Customer Experience PractitionerLocation: Mississauga, ON (Hybrid – 3 days onsite)Job Category: Customer & Employee Experience, and Service ExcellenceJob DescriptionWe are seeking a highly motivated and experienced Customer Experience Practitioner to join our team. The ideal candidate will be responsible for driving customer and employee experience transformation, enhancing service and operational excellence, identifying improvement opportunities, implementing best practices, and leading initiatives to optimize experiences across all touchpoints.Key ResponsibilitiesCustomer Experience (CX)Onboard client teams to the CX Program by conducting in-depth Customer Learning sessions, CX Maturity Assessments, and Voice of the Customer (VoC) analysis.Design, conduct, and evaluate studies to identify key customer interactions requiring improvement and document business and technical requirements.Develop personas, journey maps, and process blueprints to guide problem-solving for complex experience challenges.Quantify and articulate the business value derived from CX initiatives and program actions.Design innovative customer interactions and touchpoints that enhance and differentiate the customer experience.Prioritize and deliver people, process, and technology initiatives that optimize the end-to-end experience and improve measurable CX metrics (NPS, CSAT, CES).Provide thought leadership on emerging CX strategies, methodologies, and tools, positioning the organization as a leader in Digital Workplace Services.Communicate progress and insights effectively across the organization, influencing leaders and teams to support CX initiatives.Service Improvement & Continuous Service Improvement (CSI)Assess and enhance service level hygiene and recommend improvements across delivery functions.Evaluate operational practices across people, processes, and tools to identify optimization opportunities.Drive Continual Service Improvement (CSI) initiatives across client and digital workplace services.Conduct CX and Technology Roadmap Workshops, creating actionable plans for service evolution and maturity.Foundation Services: Maturity Assessment, Benchmarking & Best PracticesConduct GAP and maturity assessments, sharing actionable recommendations and improvement roadmaps.Perform predictive analysis for performance, productivity, and process improvement.Benchmark operational performance and establish best practice frameworks.Enable learning and development opportunities for continuous capability enhancement.Build 360° feedback loops with internal and external stakeholders to foster collaboration and accountability.Establish business guidelines and validate deliverables for new deals and renewals.Change Enablement (BCM)Assess user adoption challenges related to new digital technologies and ways of working.Conduct workshops, interviews, surveys, and focus groups to gather user experience and behavior insights.Define and track adoption and engagement metrics, analyzing tool usage data to improve end-user adoption.Develop and execute change management strategies and adoption campaigns across multiple initiatives.Integrate change management with product and program management functions to ensure seamless experience transitions.Practice DevelopmentPublish best practices, white papers, and case studies to promote experience excellence.Establish an Innovation Council to identify opportunities for service optimization and experience innovation.Foster a culture of continuous improvement and knowledge sharing within the organization.QualificationsBachelor’s degree in Business Administration, Information Systems, Engineering, Computer Science, or related field.10+ years of overall experience, including 5+ years in Service Delivery, Operations Management, or Customer Support.Proven program management experience, with strong strategic planning, organization, and execution skills.Strong analytical, data-driven, and problem-solving capabilities with the ability to translate insights into measurable outcomes.Excellent presentation, storytelling, and stakeholder management skills.Certification or training in CX, Design Thinking, or Change Management is an asset.