The CX Operations Specialist plays a central role in driving operational excellence within the customer experience (CX) organization.
Leads automation efforts, manages cross-functional projects and associated training, and oversees compliance initiatives related to extended producer responsibility (EPR) and customer data protection regulations.
Contributes significantly to CX Shared Services (CXSS) transformation initiatives and supports the integration of new legal entities.
Works with rigor and independence to gather complex requirements from diverse stakeholders and translate them into clear functional specifications and end-to-end process designs.
Identifies opportunities where processes or tools need to evolve to align with CX priorities and improve the experience of customers, employees, and suppliers.

More than 5 years of experience in business or functional analysis, with a proven ability to lead the collection of complex requirements, define functional solutions, and model end-to-end business processes
Excellent verbal and written communication skills in English
Proficiency in conversational French required; full fluency is considered an asset
Strong understanding of how business applications are connected within an organization, with the ability to translate that knowledge into practical, scalable solutions
Ability to interpret data, identify trends, and develop clear, actionable recommendations for process and system improvements
Proven ability to set expectations, negotiate scope and timelines, and influence stakeholders at multiple levels
Proactive and innovative mindset, with a track record of taking initiative and driving self-directed improvements
Comfortable working autonomously and in cross-functional team environments
Proficient in both French and English, spoken and written (this role requires interactions with our international colleagues and clients)

Attractive compensation package
Training reimbursement program
Work-life balance with flexible working hours
Subsidized meals at our on-site Bistro (Les Cordons Bleus)
Free coffee and fruit available
Free parking for all employees
On-site fitness center with a personal trainer, plus various health and wellness workshops

CX Operations Specialist

Key skills