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Sr Customer Experience, Innovation & Insights Manager to oversee the E2E build, implementation and execution of a complex enterprise Customer Experience (CX) programs, initiatives, and innovation for a large financial client 46751

Job Type: Contract
Positions to fill: 1
Start Date: Sep 26, 2022
Job End Date: Sep 26, 2023
Pay Rate: Hourly: Negotiable
Job ID: 123031
Location: Toronto
Description: 46751

# of positions: 1
Start Date: 09/26/2022
Duration: 1 year
Extension possible: possible
Conversion Possible: possible

Project Scope: Data Enablement – customer experience measurement program. Managing that access to ensure people can access data. Setting up our team with access to other people’s data in the organization. Anything with customer service focus and setting up users with that data. Working with technology, business stakeholders to provide access to the data we own and other people’s data.
Team Size: 6 on manager’s team. AVP team is 20. Working with cross-functional teams across the bank. Work closely with the vendors.
Personality Style/Team Culture: good with dealing and manage change, flexible and adaptable.

Position Title: Customer Experience, Innovation & Insights Manager, L10

Department Overview:

The Customer Experience, Innovation and Insights Team (CXI&I) are enterprise change agents who champion the voice of our customers today and tomorrow. Our vision is to enrich customer's lives by ensuring every decision starts and ends with the customer. Our mandate is to influence and instigate customer-centric decisions by entrenching CX focus and prioritization across the organization.

We are a high performing team who measures our success by our progress against four strategic pillars:
• Championing Distinctive Moments along/across the Customer Journey
• Own Best-In-Class Customer Measurement & Consumer Insights
• Deliver Integrated / Holistic Customer Insights
• Innovate for Continuous CX Improvement & Competitive Advantage

Guided by a bold CX vision, framework and guiding principles - this team influences The Banks-wide customer strategies through the development and day-to-day management of a customer experience strategy and best in class measurement, creating a holistic view of the customer and collaborating across The Banks to elevate the voice of the customer in everything that we do. Members of the Customer Experience, Innovation and Insights team demonstrate an unwavering dedication to development and success of the customer experience.

The Customer Experience Innovation & Insights Manager role is part of the Customer Experience, Innovation & Insights group within Marketing, and will report into a Senior Manager of Customer Experience & Insights in Canada.

Overall Accountabilities
The Manager – CX Measurement Capabilities should be a solution focused individual who has a proven track record of managing data as an asset in a large organization.
Specific Accountabilities
  • Oversee the E2E build, implementation and execution of a complex enterprise Customer Experience (CX) programs, initiatives, and innovation.
  • Primary liaison between our CX vendor(s) and internal stakeholders; act as advisor and internal expert for specified applications used in measuring and monitoring Customer Experience feedback.
  • Work closely with external vendor (Medallia) to communicate and coordinate program/initiative updates, such as new builds, survey changes & enhancements, reporting dashboards, sampling mapping, data delivery accuracy, timelines to delivery, etc.
  • Act as subject matter expert with a deep understanding of the technology platform(s) to guide different lines of business to build customer surveys programs, CX dashboards, answer internal stakeholders' data and capabilities related questions, etc.
  • Lead the execution of the new or enhancements to CX survey programs, including measurement, governance, and administration while enabling reporting and data insights to the organization.
  • Lead data enablement with an innovative mindset in partnership with the Analytics teams to continuously evaluate, enhance, and update available data resources, tools, training and best in class capabilities.
  • Steward initiatives related to the survey programs and CX capabilities to ensure quality completion of objectives and key results.
  • Partner with and collaborate closely with other team members in Analytics, Marketing, Vendor Management, Technology and other lines of business / functional teams.
  • Act as the subject matter expert for CX and customer feedback metrics, survey methodology, trends, and topics.
  • Provide oversight and management of survey data collected as part of The Banks customer experience measurement program (LEI). Includes managing daily inflows of data into Azure from external vendor and provisioning access to those who require the data from across the organization
  • Ability to organize and integrate multiple sources of data for analyst consumption.
  • Be business lead on initiative to democratize LEI data for The Bank – improving the overall survey data quality and usability of the data in Azure.
  • Be business lead on initiative(s) to gain access to additional sources of customer feedback – those external to The Bank, and those owned by other areas across The Bank
  • Identify strategic gaps and opportunities to improve the team's CX data strategy.
  • Build and maintain close working relationships with team members, external vendor, key business / channel partners, and compliance partners to understand data priorities and challenges to support the delivery of seamless and consistent data access.

Must Have's
  • Minimum of 7+ years professional experience in any of the following areas: project/program management including governance, process improvement and best practices, business analysis and data management.
  • Experience in data governance and managing data as an asset – understanding how to manage business data – in a large organization.
  • Stakeholder management - ongoing, dynamic, active engagement with all stakeholders.
  • Experience working with VOC/ CX platforms, survey, and reporting tools (e.g. Medallia, Tableau, etc.).
  • Experience in successful survey design and deployment, closed loop program management and in delivering on business objectives tied to quantitative and qualitative measurement.
  • Experience with data visualization and customer experience dashboard management platforms (e.g. Tableau, Power BI, etc.).
  • Must be driven and have the capacity to learn and become the Subject Matter Expert (SME) for a VOC program.
  • Must be able to think holistically to identify and escalate programmatic issues before they become a barrier.
  • Technical knowledge of data systems, platforms, and applications in a large organization. Knowledge ofThe Banks platforms and ecosystems is an asset.
  • Basic SQL knowledge and a Foundational understanding of testing and defect management.