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Summary:
PointClickCare is a leading healthcare technology platform in North America. The Senior Customer Experience Manager will drive the end-to-end customer experience across the company. This role involves defining, governing, and measuring customer experience initiatives, working with various stakeholders to improve customer outcomes, and overseeing research projects to provide actionable insights.
Responsibilities:
- Work across the organization to foster a customer-centric mindset within teams and processes, ensuring the customer is at the center of decision-making.
- Influence stakeholders to adopt different perspectives and mitigate concerns or challenges.
- Define relationship NPS and transactional customer feedback data collection and reporting mechanisms.
- Oversee quantitative and qualitative research projects, providing direction and coaching to internal and external resources.
- Solve complex issues requiring in-depth evaluation of situations or data.
- Develop and integrate customer experience best practices into cross-functional initiatives.
- Represent the voice of the customer and support customer experience design efforts.
Requirements:
- 7 years of hands-on experience in customer research and implementing CX measurement protocols.
- Ability to influence business objectives to improve customer experience.
- Developed analytic skills and the ability to use data to influence others.
- Ability to apply insights to both strategic business issues and day-to-day challenges.
- Expertise in Excel, PowerPoint, PowerBI, and Qualtrics.
- Bachelor’s degree in business, mathematics, or the sciences.
Benefits:
- Equal employment opportunity without discrimination or harassment.
- Accommodations available for candidates with disabilities.
- Opportunities to impact millions across North America through cloud-based healthcare software.
