Description - Senior Customer Experience Manager (0004NN)
Senior Customer Experience Manager - 0004NN
Export Development Canada (EDC) is a financial Crown corporation dedicated to helping Canadian businesses make an impact at home and abroad. EDC offers financial products and knowledge to help Canadian businesses confidently enter new markets, reduce financial risk, and grow their business.
When you join our team, you’ll be helping Canadian businesses learn the endless possibilities that open to them through export and help bring their vision, passion, and innovation to the world. Your knowledge and expertise will support more than 25,000 Canadian businesses and their customers in as many as 200 markets worldwide. You’ll work amongst the best and brightest in an inclusive, collaborative environment that fosters professional development and success. And you’ll know that you’re making an impact every day – for businesses, for Canada and for the people you work with.
Are you ready to make an impact? Join EDC, recognized as a Top 100 and Top Family-Friendly Employer, as we take on the risk so Canadian businesses can take on the world. #LI-Hybrid
Team & Job Overview
As a member of EDC’s Customer Experience Center of Excellence (CX COE) and reporting to the Manager, Customer Experience and Market Research, the Senior Customer Experience Manager plays a critical role in enabling the CX function, supporting EDC’s scaled agile delivery framework and providing cross-corporate governance of the end-to-end customer experience at EDC. The Senior Customer Experience Manager will be responsible for supporting the implementation of a corporate wide customer experience strategy and program, including experience management, supporting culture and change efforts, leveraging CX tools such as personas and customer journey maps, as well as delivering CX roadmap initiatives and process/continuous improvement. Defined as an exceptional communicator, the candidate will leverage data, insights, and qualitative research to effectively inform marketing, business and project plans. Relying on effective relationship building, the candidate is expected to understand and translate business goals into clear customer (and potential customer) experiences and inform senior stakeholders on the role customer experience plays in the corporate strategy. The successful candidate should have a strong drive for quality improvement, effective communication and striving for cross functional team and relationship engagement throughout.
Key Responsibilities & Requirements
Screening Criteria
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EDC's Commitment to Employment Equity
EDC is committed to employment equity and achieving a diverse workforce. EDC actively encourages applications from women, Aboriginal peoples, visible minorities, persons with disabilities and members of the 2SLGBTQI+ community. If selected for an interview, please advise us if you need any special accommodation.
How to apply
Only candidates selected for an interview will be contacted. Application deadline on www.edc.ca/careers : May 18, 2024, 3:59:00 AM EDC is committed to employment equity and actively encourages applications from women, Aboriginal people, persons with disabilities and visible minorities. If selected for an interview, please advise us if you require special accommodation. Candidates must meet the requisite government security screening requirements.