Senior Customer Experience Manager
Posted Updated
Description
- The Senior Customer Experience Manager will work with the Customer Experience Director and partner with multiple stakeholders across PointClickCare to define, govern and measure the end-to-end customer experience
- Influences others to adopt a different POV. Anticipates potential objections and influences others to mitigate concerns or challenges
- Actions and advice typically impact the quality and effectiveness of the team or a group of internal or external customers in the short-term
- Oversee adhoc quantitative and qualitative research projects using a variety of research techniques, providing day-to-day direction and coaching to internal and external resources
- Solves complex issues or problems where analysis of situations or data requires an in-depth evaluation
- Integrates best practices in a discipline with others and/or applies advanced technical skills
- Bachelors degree in business, mathematics, or the sciences
- Developed analytic skills with ability to use data to influence others
- Demonstrated ability to influence business objectives to improve the customer experience
- 7 years hands-on experience within marketing research defining and implementing CX measurement protocols
- Expertise with Excel, PowerPoint, and Power BI
- Ability to apply insights to long-term strategic business issues as well as day-to-day business challenges
- Understanding of the healthcare industry
- Previous experience working successfully in a SaaS organization