At Stantec, we have some of the world’s leading professionals passionate about enabling our business to be its best. Our business teams include finance, procurement, human resources, information technology, marketing, corporate development, HSSE, real estate, legal, and practice services. We bring diverse backgrounds, skills, and expertise and create a caring culture where everyone can thrive. Through teamwork and collaboration, we’re building a stronger, more resilient Stantec every day.
Stantec is seeking a dynamic and experienced Customer Experience Manager to lead and elevate our Customer Experience (CX) Program within our Client Development Programs team. This broader team helps us develop strategies and programs to support growth at Stantec, which includes sales, business development, account management, and other growth programs. The successful candidate will have excellent communication skills, and the background needed to collaborate with business leaders at a strategic level. This pivotal role involves evolving, managing, and growing a comprehensive CX program to ensure our clients receive an exceptional experience.

Key Responsibilities

• Program Development & Management: Grow and manage a robust CX program that aligns with Stantec’s strategic goals.
• Stakeholder Collaboration: Work closely with cross-functional teams to integrate CX strategies across all areas of the business.
• Program Optimization: Regularly assess risks and opportunities and collaborate with interested parties to understand and optimize the program based on business needs and ROI.
• Data Analysis: Use of customer feedback and data analytics to measure program effectiveness and drive informed decisions.
• Continuous Improvement: Identify and implement process improvements to enhance customer satisfaction and loyalty.
• Reporting: Prepare and present regular reports on CX metrics and achievements to senior management.
• Customer Journey Mapping: Develop and implement detailed customer journey maps to identify touchpoints and opportunities for improvement.

Your Capabilities and Skills

• Ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously.
• Exceptional written and verbal communication and interpersonal skills (including presentations).
• Strategic thinker, including business and program management acumen.
• Outstanding customer and client service skills with a strong focus on delivering excellent work.
• Proven problem solving and critical thinking skills.
• Demonstrated proficiency with Microsoft Office and web-based interfaces.
• Experience with Qualtrics is preferred.
• Ability to respond constructively to feedback.
• 10% travel may be required

Qualifications

• Strong leadership and team management skills, excellent communication and interpersonal abilities, and proficiency in data analysis tools.
• Demonstrated experience in leading multi-channel CX programs.
• In-depth understanding of CX principles, approaches, and best practices, as well as familiarity with integration of CX data into CRM software.
• Certification in CX Management an asset.

EDUCATION AND EXPERIENCE

Bachelor’s degree in Business, Marketing, or related field.
Minimum of 10 years of experience in Customer Experience Management, with a proven track record in journey mapping and program development.
Experience in the engineering or consulting industry an asset.
This description is not a comprehensive listing of activities, duties or responsibilities that may be required of the employee and other duties, responsibilities and activities may be assigned or may be changed at any time with or without notice.

• Program Development & Management: Grow and manage a robust CX program that aligns with Stantec’s strategic goals.
• Stakeholder Collaboration: Work closely with cross-functional teams to integrate CX strategies across all areas of the business.
• Program Optimization: Regularly assess risks and opportunities and collaborate with interested parties to understand and optimize the program based on business needs and ROI.
• Data Analysis: Use of customer feedback and data analytics to measure program effectiveness and drive informed decisions.
• Continuous Improvement: Identify and implement process improvements to enhance customer satisfaction and loyalty.
• Reporting: Prepare and present regular reports on CX metrics and achievements to senior management.
• Customer Journey Mapping: Develop and implement detailed customer journey maps to identify touchpoints and opportunities for improvement