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Manager, Customer Experience Strategy

Rogers


Location:
Toronto Ontario
Date:
19 Jun 2017
2017-06-192017-07-18
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Job Details

Manager, Customer Experience Strategy

Manager, Customer Experience Strategy

Date: Jun 2, 2017

Location: Toronto, ON, CA, M4Y 2Y5

Every day, we strive to build a brilliant digital future for Canadians. We work as one team, with one goal –serve our customers better.
 

The mandates of Rogers’ CEX strategy group are to develop the overall customer experience strategy, define and set targets for customer experience success metrics and measure and analyze performance to drive ongoing improvement. As well, we will ensure that the customer experience improvement process runs effectively including evaluation of all new ideas and process improvement opportunities 

Manager, CEX Strategy

The Manager of CEX Strategy will work closely with senior management and business unit leaders to develop strategies for the company and business units. The CEX Manager collaborates with key stakeholders to develop customer experience action plans and establish mechanisms for testing and revisiting the success of those plans. The work environment will be heavily team-based, requiring the individual to work in a collaborative environment.

 

The successful candidate will:

  • Collaborate cross-functionally with teams upstream in the customer journey, downstream (e.g. fulfillment, retail, call center) and across (brand, IT) to drive continuous CEX service improvement
  • Provide strategic recommendations and advice to senior management teams regarding CEX opportunities that will produce positive results aligned with the business objectives
  • Champion the adoption of CEX strategies and tactics across the organization by communicate the customer experience concepts, value proposition, and processes
  • Build strong and ongoing relationships with senior executives, assisting them as an advisor on managing their CEX agendas
  • Creative and entrepreneurial thinking: “Yes” attitude, outside-in thinking, and an entrepreneurial spirit
  • Able to manage multiple projects simultaneously at various stages

Qualifications

  • MBA or Master’s degree preferred
  • Prior consulting experience beneficial
  • Professional experience working in CEX/CX/VOC/NPS strategy is a plus
  • Successful at influencing key business leaders in the organization
  • Ability to problem frame and problem solve
  • Proven analytical, financial modeling and problem solving skills
  • Six Sigma and process improvement knowledge helpful
  • Strong organizational capabilities
  • Strong communications (written & oral) and interpersonal skills.
  • Strong sense of presence - confident and comfortable working with senior management
  • Strong time management capabilities, with the ability to perform multiple tasks and objectives
  • Strong sense of initiative and a self starter who can work equally well in groups or on their own
  • Results oriented, flexible and willing to work in a multi-task and dynamic work environment
  • Comfort with ambiguity
  • Advanced skills in Excel and PowerPoint

 

Rogers is an Equal Opportunity Employer


The future is exciting and Rogers is leading the way.
 
Canadians count on Rogers to keep them in touch with those who matter most to them - whether at their desk, on the couch, or on the go. As Canada's telecommunications leader, we keep everyone informed, connected and entertained, with our exciting array of products and services. Our drive to provide the latest and most innovative products ensures that our customers enjoy unmatched convenience, reliability, and flexibility. Rogers continues to set the pace by investing in our networks, platforms, products and people. Are you ready for a high-energy career that feeds your enthusiasm? Join us now.

Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Mount Pleasant (083), Toronto, ON 
Travel Requirements: None
Posting Category/Function: Communications & Corporate Communication
Requisition ID: 100926
 
WHY ROGERS?
 
As a proud Canadian company, we're dedicated to making things easier for our customers. We’ve been embracing and leading change for over 50-years, and we’ll continue to seek out new opportunities to bring our customers simple solutions for today and tomorrow.
 
At Rogers, we recognize that success is determined by the strength and diversity of our people. We work together because we want to win together, and these five shared values guide and define our work:
 
  1. Simplify and innovate
  2. Take ownership of the what and the how
  3. Equip people to succeed
  4. Execute with discipline and pride
  5. Talk straight, build trust, and over deliver
 
Why Rogers? Because we believe the best is yet to come.
 
We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You can also reach out to our team at RogersRecruiting@rci.rogers.com to begin a conversation about your individual accessibility needs throughout the hiring process.
 
Posting Notes:  Digital Media || Canada (CA) || ON || Toronto || SF:LI-JL1 ||

 




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