Sr. Customer Experience Manager (US)

PointClickCare is hiring a Senior Customer Experience Manager to define, govern, and measure the end-to-end customer experience. The role partners with the Customer Experience Director and stakeholders across the organization, and oversees research and analysis to inform customer experience improvements.

Responsibilities:

• Influences others to adopt a different POV. Anticipates potential objections and influences others to mitigate concerns or challenges
• Actions and advice typically impact the quality and effectiveness of the team or a group of internal or external customers in the short-term
• Oversee adhoc quantitative and qualitative research projects using a variety of research techniques, providing day-to-day direction and coaching to internal and external resources
• Solves complex issues or problems where analysis of situations or data requires an in-depth evaluation
• Integrates best practices in a discipline with others and/or applies advanced technical skills

Requirements:

• 7 years hands-on experience within  marketing research defining and implementing CX measurement protocols
• Demonstrated ability to influence business objectives to improve the customer experience
• Developed analytic skills with ability to use data to influence others
• Ability to apply insights to long-term strategic business issues as well as day-to-day business challenges
• Expertise with Excel, PowerPoint, and Power BI
• Bachelors degree in business, mathematics, or the sciences
• Understanding of the healthcare industry
• Previous experience working successfully in a SaaS organization