Conseiller(ère) en expérience client
Core
Transform member and client needs into simple, relevant, and memorable experiences by planning CX initiatives, tracking results, and leading transformation projects.
Role type
Senior Customer Experience (CX) Consultant / Strategist
Builds
Member and client journey maps, CX dashboards, strategic presentations, and continuous improvement roadmaps
Domain
Non-profit / Financial services / Customer Experience
Deliverable
product features
Required skills
Customer journey mapping, Voice of the Customer (VoC), Design Thinking, Data analysis, Strategic planning, Cross-functional collaboration, Stakeholder management, Project management, Content expertise, Change management
Preferred skills
Experience in multi-business unit environments, Matrix organizational structures
Technologies
CX methodologies, Dashboard tools, Presentation tools
Responsibilities
Plan and execute CX initiatives from roadmap to results tracking; Monitor CX dashboard indicators to identify improvement opportunities; Act as content expert for training, communications, and HR teams; Represent member and client voice in transformation projects; Create strategic presentations highlighting insights and recommendations; Design and evolve current and future member-client journeys; Maintain journey mapping and participate in research and stakeholder presentations; Evolve experience design approach using recognized best practices; Collaborate with post-journey teams to build and prioritize continuous improvement roadmaps.