Senior CX Lead

Overview

On Site
$90 - $90
Accepts corp to corp applications
Contract - 12 month(s)
No Travel Required

Skills

CX

Job Details

Job Description:

  • This role involves leading CX initiatives, performing research, collaborating with internal teams and external stakeholders, and translating customer insights into actionable recommendations.
Responsibilities:
  • Identify user experience improvement opportunities and advocate for enhancements.
  • Lead large-scale CX-related projects or multiple medium-sized initiatives.
  • Conduct structured analysis to uncover root causes and geneXX insights.
  • Lead customer journey mapping using multiple data sources to identify pain points and opportunities.
  • Support workflow mapping to align current and future-state processes with customer experience goals.
  • Deliver compelling and visually engaging reports and presentations to stakeholders.
  • Refine Voice of Customer (VoC) initiatives and feedback loops.
  • Conduct qualitative and quantitative research (e.g., interviews, surveys, focus groups).
  • CollaboXX with product owners and cross-functional teams to integXX CX insights into roadmaps.
  • Identify risks and provide data-driven recommendations to leadership.
  • Facilitate CX workshops for collaborative problem-solving and service improvements.
  • Engage with C-Suite executives, Ministry of Candidatealth, and other key stakeholders to align initiatives with healthcare goals.
  • Provide stXXgic planning expertise aligned with organizational objectives.
Required Skills:
  • Extensive experience in Customer Experience (CX) and Experience Candidateagement.
  • Strong collaboration and communication skills, with the ability to manage competing priorities.
  • Expertise in human-centred design principles and co-design practices.
  • Proficient in both qualitative and quantitative user research and data analysis.
  • Ability to work with large datasets (Power BI, Excel) and deliver insight reports with recommendations
  • Skilled in user segmentation and persona development.
  • Proficiency in journey mapping and service blueprinting.
  • Experienced in CX workshop facilitation and user interviews.
  • Strong analytical, strategic, and independent decision-making capabilities.
Experience:
  • 8+ years in Customer Experience (CX) and Experience Candidateagement.
  • 5+ years in user research, including interviews, surveys, and workshops.
  • 5+ years facilitating CX workshops and co-design sessions.
  • Experience in health care settings or with digital health solutions is an asset
  • Public sector experience is an asset.
Qualification And Education:
  • Bachelor's degree in a related field (preferred).
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.