Customer Experience Manager

Customer Experience Manager

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 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.

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.

About Stantec

Stantec is a global leader in sustainable engineering, architecture, and environmental consulting. The diverse perspectives of our partners and interested parties drive us to think beyond what's previously been done on critical issues like climate change, digital transformation, and future-proofing our cities and infrastructure. We innovate at the intersection of community, creativity, and client relationships to advance communities everywhere, so that together we can redefine what's possible.

Pay Range

Locations in MN, VT, & Various CA, NY Areas - Min Salary $108,200.00 - Max Salary $162,200.00 Locations in CO, HI, IL, MD & Various CA, NJ Areas - Min Salary $119,000.00 - Max Salary $178,400.00 Locations in WA, DC & Various CA areas - Min Salary $127,700.00 - Max Salary $191,400.00 Locations in NYC & CA (Bay Area) & NJ (RP) - Min Salary $136,300.00 - Max Salary $204,400.00

Pay Transparency : In compliance with pay transparency laws, pay ranges are provided for positions in locations where required. Please note, the final agreed upon compensation is based on individual education, qualifications, experience, and work location. At Stantec certain roles are bonus eligible.

Benefits Summary

Regular full-time and part-time employees (working at least 20 hours per week) have access to medical, dental, and vision plans, a wellness program, health saving accounts, flexible spending accounts, 401(k) plan, employee stock purchase program, life and accidental death & dismemberment (AD&D) insurance, short-term / long-term disability plans, emergency travel benefits, tuition reimbursement, professional membership fee coverage and paid family leave. Regular full-time and part-time employees will receive ten paid holidays in each calendar year. In addition, employees will be eligible to accrue vacation between 10 and 20 days per year and eligible for paid sick leave (and if more generous, in accordance with state and local law). Temporary / casual employees have access to 401(k) plans, employee stock purchase program, and paid leave, in accordance with state and local law. The benefits information listed above may not apply to union positions because benefits for such positions are governed by applicable collective bargaining agreements.

Primary Location : United States | CO | Denver Organization : 1986 Marketing & Communications-US Corporate-Denver CO Employee Status : Regular Travel : Yes Schedule : Full time

Stantec provides equal employment opportunities to all qualified employees and applicants for future and current employment and prohibit discrimination on the grounds of race, color, religion, sex, national origin, age, marital status, genetic information, disability, sexual orientation, gender identity or gender expression. We prohibit discrimination in decisions concerning recruitment, hiring, referral, promotion, compensation, fringe benefits, job training, terminations or any other condition of employment. Stantec is in compliance with laws and regulations and ensures equitable opportunities in all aspects of employment. At Stantec we are committed to ensuring our recruitment process is accessible to all. If you require reasonable adjustments to be made during the recruitment process then please inform a member of our Talent Acquisition team.