Company: CreativeNiche

Location: Toronto, ON

Expected salary:

Job date: Thu, 30 Jan 2025 07:32:48 GMT

Job description:

• Location: Toronto, Ontario
• Type: Contract Flat Fee
• Job #17853

Position Overview:
We’re seeking a strategic and dynamic Director, Service Design Transformation to shape how our B2B financial client’s customers engage with their brand and ensure an outstanding end-to-end experience. As the Director, Service Design Transformation, you will be responsible for designing, implementing, and optimizing strategies that elevate the customer journey. You’ll lead initiatives to improve customer satisfaction, enhance retention, and build loyalty by aligning every customer touchpoint with our client’s mission and values. Leading a large team, with 4 direct reports, this a key leadership role that requires a balance of strategic thinking, data-driven decision-making, and a passion for creating meaningful customer experiences. This is a 1 year contract, working 2 days/week in their Etobicoke office (TTC accessible).Key Responsibilities:

• Design and oversee the entire digital journey, ensuring a seamless and positive experience across all touchpoints, including onboarding, support, and engagement.
• Develop and implement customer experience frameworks and roadmaps aligned with business objectives.
• Lead and inspire a team of customer experience professionals and consultants, fostering a culture of excellence and accountability.
• Collaborate cross-functionally with product and leadership teams to align customer experience initiatives with company goals.
• Leverage customer feedback, surveys, and analytics to identify pain points, opportunities, and trends.
• Use data-driven insights to inform decision-making and measure the success of customer experience initiatives.
• Oversee customer service and support functions to ensure timely and effective resolution of issues.
• Implement training programs and tools that empower customer-facing teams to deliver best-in-class service.
• Drive innovation in customer engagement, exploring new tools and technologies to enhance the experience.
• Develop and execute strategies to improve customer retention, loyalty, and satisfaction.
• Act as the voice of the customer within the organization, advocating for their needs and ensuring their perspective is considered in decision-making.
• Build and maintain strong relationships with customers, fostering trust and loyalty.

Qualifications:

• 8+ years in customer experience, customer success, or a related leadership role, preferably in the financial services industry.
• Bachelor’s degree in business, marketing, or a related field.
• MBA is strongly preferred.
• Proven track record of designing and implementing successful customer experience strategies.
• Strong analytical skills, with the ability to interpret data and translate insights into action.
• Exceptional leadership and team-building abilities.
• Excellent communication and interpersonal skills.
• Familiarity with customer relationship management (CRM) tools and technologies.

What We’re Looking For:

• A customer-focused leader with a passion for creating exceptional experiences.
• A strategic thinker who can balance big-picture vision with attention to detail.
• A results-oriented professional who thrives in a fast-paced, dynamic environment.
• A collaborative team player who values diverse perspectives and ideas.

We look forward to hearing from you!

The job posting is for a Director, Service Design Transformation in Toronto, Ontario, on a contract flat fee basis. The role involves shaping the customer engagement with a B2B financial client, improving customer satisfaction, retention, and loyalty, and leading a team to create meaningful customer experiences. Key responsibilities include overseeing the digital journey, developing customer experience frameworks, collaborating with teams, leveraging data insights, and driving innovation in customer engagement. The ideal candidate should have 8+ years of experience in customer experience or a related field, strong leadership and analytical skills, and a customer-focused mindset.