Customer Experience Manager

Role Overview

• Serve as the customer experience partner ensuring customer needs, expectations and pain points are clearly understood and addressed.
• Build long term relationships with customers to support trust and loyalty.
• Coordinate proactive outreach activities including follow ups, surveys and quality reviews to identify issues early and support prevention.
• Collaborate with operations, commercial teams, supply chain and technical experts to resolve escalated issues and strengthen overall performance.
• Apply continuous improvement practices such as LEAN, root cause analysis and structured problem solving.
• Represent the voice of the customer in cross functional discussions and internal reviews and contribute to reporting on key indicators.
• Guide customer journey mapping, pain point diagnosis and service design work to improve end to end interactions.
• Support customer councils, feedback mechanisms and governance approaches that reinforce engagement and transparency.
• Use AI supported platforms, analytics tools and digital feedback systems to identify trends, root causes, risks and opportunities.
• Translate data and customer behaviour insights into practical and actionable recommendations for business partners.
• Support the use of AI enabled methods such as predictive analytics and automated insight generation to strengthen decision making.
• Develop scorecards and indicators to evaluate experience quality, operational performance, customer sentiment and digital usage.
• Identify and test new digital tools that improve work processes and support customer journeys.
• Partner with leaders and cross functional teams by sharing clear, data informed insights and business cases.
• Contribute to an environment where teams can share openly and support a customer focused culture.
• Coordinate initiatives and programs that support customer outcomes, operational effectiveness and organizational alignment.
• Provide guidance on customer personas, experience design and recognized CX practices.

Requirements

• Hold a bachelor’s degree in business administration, engineering, marketing or a related field, with a graduate degree considered an asset.
• Show at least five years of experience in customer experience, program management, operations, quality management or customer support.
• Demonstrate experience in data analysis, digital transformation or work involving platforms supported by artificial intelligence.
• Apply continuous improvement methods, including structured problem‑solving and process optimization practices.
• Adopt a customer‑focused approach across activities and decisions.
• Collaborate with senior stakeholders and contribute to strategic discussions.
• Interpret data, organize insights and support the resolution of complex issues.
• Manage customer situations that involve multiple operational constraints with clarity and calm.
• Communicate clearly in writing and verbally in a range of organizational contexts, including formal presentations.
• Use digital tools confidently, including solutions supported by artificial intelligence, and maintain interest in developing related knowledge.
• Plan and organize work effectively and coordinate projects that involve several teams.
• Contribute to improving practices by questioning assumptions and exploring alternatives.
• Demonstrate proficiency in French, both spoken and written.

Benefits

• flexible work arrangements
• paid family leaves
• pension matching
• well-being programs
• holidays & paid time off