Experienced Senior Customer Experience Manager – Healthcare Technology Platform
At careerzynith, we're revolutionizing the healthcare industry with our cutting-edge technology platform, empowering meaningful care collaboration and real-time patient insights. As a leading North American healthcare technology company, we've been dedicated to realizing our vision for over 20 years: to help create a world where providers and plans can confidently deliver frictionless care. With a team of over 2,200 employees working tirelessly to impact millions across North America, we're recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada's Most Admired Corporate Cultures.
We're not just a company – we're a community of innovators, thinkers, and doers who are passionate about making a difference in the lives of others. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you'll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose.
**Join us and be part of a team that is making a real impact.**
**Contract Duration:**
6 months, with a potential to extend or convert to full-time
**Position Summary:**
We're seeking an experienced Senior Customer Experience Manager to join our team at careerzynith. As a key member of our Customer Experience department, you'll work closely with the Customer Experience Director and partner with multiple stakeholders across the organization to define, govern, and measure the end-to-end customer experience. Your primary goal will be to drive actionable outcomes for improving CX and foster a customer-centric mindset within and across teams and processes.
**Key Responsibilities:**
* Work across the organization to foster a customer-centric mindset within and across teams and processes to ensure the customer is at the center of decision-making processes; Influences stakeholders to adopt a different POV. Anticipates potential objections and influences stakeholders and partners to mitigate concerns or challenges.
* Define relationship NPS and transactional customer feedback data collection and reporting mechanisms; automating processes, integrating data sources, and centralizing reporting in partnership with the Corporate Data Office.
* Oversee ad hoc 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.
* Develops and integrates customer experience best practices tools and methodologies into cross-functional initiatives to represent the voice of the customer and support customer experience design efforts.
**Qualifications & Skills:**
* 7 years hands-on experience in customer 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 PowerBI, Qualtrics
* Bachelors degree in business, mathematics, or the sciences
**Preferred Experience:**
* Understanding of the healthcare industry
* Previous experience working successfully in a SaaS organization
**Work Environment and Company Culture:**
At careerzynith, we're committed to creating a vibrant culture that empowers our employees to thrive. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. We believe that work becomes profoundly fulfilling when driven by a higher purpose.
**Compensation, Perks, and Benefits:**
At careerzynith, base salary is one of the many components that make up our total rewards package. The Canada base hourly range for this position is $48.27 - $53.65, non-overtime eligible. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all Canada locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience, including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.
**Career Growth Opportunities and Learning Benefits:**
At careerzynith, we're committed to helping our employees grow and develop their careers. We offer a range of learning and development opportunities, including training programs, mentorship, and career coaching. Our goal is to help you achieve your full potential and reach your career goals.
**Equal Employment Opportunity:**
careerzynith is an equal employment opportunity employer and welcomes applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations.
**Application Process:**
If you're passionate about making a difference in the lives of others and are looking for a challenging and rewarding career opportunity, we encourage you to apply for this role. Please submit your application through our website or by clicking on the link below.
Apply to this job
We look forward to hearing from you!
Apply for this job
We're not just a company – we're a community of innovators, thinkers, and doers who are passionate about making a difference in the lives of others. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you'll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose.
**Join us and be part of a team that is making a real impact.**
**Contract Duration:**
6 months, with a potential to extend or convert to full-time
**Position Summary:**
We're seeking an experienced Senior Customer Experience Manager to join our team at careerzynith. As a key member of our Customer Experience department, you'll work closely with the Customer Experience Director and partner with multiple stakeholders across the organization to define, govern, and measure the end-to-end customer experience. Your primary goal will be to drive actionable outcomes for improving CX and foster a customer-centric mindset within and across teams and processes.
**Key Responsibilities:**
* Work across the organization to foster a customer-centric mindset within and across teams and processes to ensure the customer is at the center of decision-making processes; Influences stakeholders to adopt a different POV. Anticipates potential objections and influences stakeholders and partners to mitigate concerns or challenges.
* Define relationship NPS and transactional customer feedback data collection and reporting mechanisms; automating processes, integrating data sources, and centralizing reporting in partnership with the Corporate Data Office.
* Oversee ad hoc 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.
* Develops and integrates customer experience best practices tools and methodologies into cross-functional initiatives to represent the voice of the customer and support customer experience design efforts.
**Qualifications & Skills:**
* 7 years hands-on experience in customer 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 PowerBI, Qualtrics
* Bachelors degree in business, mathematics, or the sciences
**Preferred Experience:**
* Understanding of the healthcare industry
* Previous experience working successfully in a SaaS organization
**Work Environment and Company Culture:**
At careerzynith, we're committed to creating a vibrant culture that empowers our employees to thrive. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. We believe that work becomes profoundly fulfilling when driven by a higher purpose.
**Compensation, Perks, and Benefits:**
At careerzynith, base salary is one of the many components that make up our total rewards package. The Canada base hourly range for this position is $48.27 - $53.65, non-overtime eligible. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all Canada locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience, including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.
**Career Growth Opportunities and Learning Benefits:**
At careerzynith, we're committed to helping our employees grow and develop their careers. We offer a range of learning and development opportunities, including training programs, mentorship, and career coaching. Our goal is to help you achieve your full potential and reach your career goals.
**Equal Employment Opportunity:**
careerzynith is an equal employment opportunity employer and welcomes applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations.
**Application Process:**
If you're passionate about making a difference in the lives of others and are looking for a challenging and rewarding career opportunity, we encourage you to apply for this role. Please submit your application through our website or by clicking on the link below.
Apply to this job
We look forward to hearing from you!
Apply for this job