Customer Experience Specialist
PointClickCare
Mississauga, Ontario
4d ago

PointClickCare is the leading cloud-based software provider for the senior care market in North America. Driven by a passion for innovation and technology, we build innovative healthcare technology for seniors and their caregivers that improve their quality of life and well-being on a daily basis.

Recently named one of Deloitte’s fastest growing technology companies and Canada’s best managed companies, PointClickCare provides vast opportunities and a great culture for our employees.

We believe work is much more meaningful when you're doing it with a higher purpose. For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.

Position Summary : The Customer Experience (CX) Specialist will work with the Manager, Customer Experience and partner with multiple stakeholders across PointClickCare to help define, govern and measure the end to end customer experience across all touch points.

This is an exciting role for someone passionate about helping shape CX direction and enabling teams to both improve and deliver exceptional experiences.

You will partner closely with various teams to discover actionable insights through the synthesis of both qualitative and quantitative data derived from interactions across the entire customer journey / lifecycle.

You will shape insights into compelling narratives in the form of reports and presentations that help direct where we need to focus on CX efforts.

Additionally, you’ll get to work with a variety of teams including Marketing, Professional Services, Product, Customer Success and Customer Support, to drive CX improvement processes, projects and programs across the organization.

NOTE : This is not a customer support, customer service or sales position. Key

Responsibilities

Act as the Voice of the Customer and work with leaders in our Customer Care organization and other departments to develop, grow and optimize a Voice of the Customer program.

The goal is to ensure actionable insights are delivered back to the business and customer feedback is acted upon in a timely manner.

  • Help manage company NPS and other transactional customer feedback programs, including triaging customer feedback internally and ensuring the closed-loop process is executed appropriately.
  • Design, manage and measure ad hoc surveys, polls, focus groups and other feedback collection methods to capture customer feedback on targeted ideas and opportunities.
  • Produce thoughtful, actionable insights from data analyses and customer behavior observations, using those insights to partner with relevant teams to ensure the customer is at the center of decision-making processes.
  • Lead and participate in cross-functional initiatives to represent the voice of the customer across the organization, including leading problem solving, process improvement and CX journey mapping sessions.
  • Champion the customer through all our customer journeys, identifying their needs and expectations. · Support creation and execution of CX training content, including CX presentations to both customer-facing and internal support employees.
  • Required Experience · Post-secondary education in business or social sciences or related field required.· Technology software and / or healthcare industry experience considered an asset.

  • Experience in a client facing role and / or experience leading projects or process improvement initiatives focused on improving experiences for customers.
  • Previous relevant experience in a large corporate environment where CX and / or Voice of Customer programs are a critical driver of business success.
  • A creative problem-solver with basic skills in human-centered or design-thinking processes, and / or prior experience with Customer and / or User Journey Mapping· Strong statistical and analytical skills to summarize data using functions and formulas (pivot tables, charts, graphs) as well as demonstrated experience working with data from diverse sources (quantitative, qualitative, various channels) · Great storyteller with the ability to summarize data and tailor research insights to specific audiences and business needs via MS Power Point, Excel, etc.
  • Must have excellent verbal, written and presentation skills· Strong project manager and multi-tasker who is self-motivated and adaptive to change· Highly collaborative and ability to cultivate relationships and build consensus across teams and departments · Technologically-savvy - ideally, prior experience with surveying software tools, CX or Customer Success tools (such as Gainsight, Delighted, Qualtrics, InMoment, Confirmit, Medallia) Please consider applying, even if you don't tick off all the boxes.
  • We'll make sure to provide you with the best training for the skill set we need, as long as you promise to bring passion and your utmost dedication to work every single day.

    Having a diverse workforce only strengthens our culture and enhances our performance. It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic / civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

    PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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