Sr. Customer Experience Manager (Contract)

The Senior Customer Experience Manager will work with the Customer Experience Director and partner with multiple stakeholders across PointClickCare to define, govern, measure the end-to-end customer experience and drive actionable outcomes for improving CX. 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.