Customer Experience Strategy & Insights Manager
About the position
The Customer Experience Strategy & Insights Manager’s responsible for analyzing
customer feedback and experience data across the business-to-business,
identifying improvement opportunities, and driving actions that enhance overall
client satisfaction. This role partners with cross-functional teams to implement
changes that strengthen customer loyalty, reduce friction, and support
operational excellence. The Customer Experience Manager acts as the voice of the
customer, translating insights into actionable recommendations that impact both
processes and strategy.
Responsibilities
• Collect, analyze, and interpret customer feedback from multiple channels
(NPS, CSAT, surveys, interviews, escalations, support tickets).
• Monitor Voice of Customers dashboards and prepare summary reports
highlighting trends, root causes, and opportunities.
• Identify recurring themes, validate insights with internal stakeholders, and
drive meaningful actions.
• Monitor customer satisfaction and sentiment at account and segment levels,
identifying early warning signs and emerging risks and prepare briefings for
leadership and client-facing teams on trends, insights, and key risk
indicators.
• Conduct targeted follow-ups with customers to clarify feedback, resolve
concerns, and gather deeper context.
• Map customer touchpoints to identify inefficiencies, pain points, and service
gaps.
• Develop clear, concise reporting and executive summaries that communicate key
findings to leadership and cross-functional teams.
Requirements
• College / University or relevant experience
• 5 + years of experience in Customer Experience, Customer Success, Voice of
Customers, Operations, Business Intelligence, or related fields.
• Demonstrated experience in root cause analysis, cross-functional issue
resolution, and process improvement.
• Proven ability to prepare executive-level reporting and influence senior
stakeholders.
• Strong analytical and problem-solving skills; ability to translate
qualitative and quantitative data into actionable insights.
• Excellent written and verbal communication; able to tell compelling stories
from complex data.
• High attention to detail, strong organizational skills, and ability to manage
multiple priorities.
• Proficient with Voice of Customers, Customer Relationship Management, survey
analytics, and dashboard tools.
• Highly collaborative with the ability to influence without authority.
Benefits
• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & Development programs
• And more...
Apply Now
Apply Now
The Customer Experience Strategy & Insights Manager’s responsible for analyzing
customer feedback and experience data across the business-to-business,
identifying improvement opportunities, and driving actions that enhance overall
client satisfaction. This role partners with cross-functional teams to implement
changes that strengthen customer loyalty, reduce friction, and support
operational excellence. The Customer Experience Manager acts as the voice of the
customer, translating insights into actionable recommendations that impact both
processes and strategy.
Responsibilities
• Collect, analyze, and interpret customer feedback from multiple channels
(NPS, CSAT, surveys, interviews, escalations, support tickets).
• Monitor Voice of Customers dashboards and prepare summary reports
highlighting trends, root causes, and opportunities.
• Identify recurring themes, validate insights with internal stakeholders, and
drive meaningful actions.
• Monitor customer satisfaction and sentiment at account and segment levels,
identifying early warning signs and emerging risks and prepare briefings for
leadership and client-facing teams on trends, insights, and key risk
indicators.
• Conduct targeted follow-ups with customers to clarify feedback, resolve
concerns, and gather deeper context.
• Map customer touchpoints to identify inefficiencies, pain points, and service
gaps.
• Develop clear, concise reporting and executive summaries that communicate key
findings to leadership and cross-functional teams.
Requirements
• College / University or relevant experience
• 5 + years of experience in Customer Experience, Customer Success, Voice of
Customers, Operations, Business Intelligence, or related fields.
• Demonstrated experience in root cause analysis, cross-functional issue
resolution, and process improvement.
• Proven ability to prepare executive-level reporting and influence senior
stakeholders.
• Strong analytical and problem-solving skills; ability to translate
qualitative and quantitative data into actionable insights.
• Excellent written and verbal communication; able to tell compelling stories
from complex data.
• High attention to detail, strong organizational skills, and ability to manage
multiple priorities.
• Proficient with Voice of Customers, Customer Relationship Management, survey
analytics, and dashboard tools.
• Highly collaborative with the ability to influence without authority.
Benefits
• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & Development programs
• And more...
Apply Now
Apply Now