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Client Experience, Manager

  • Toronto
  • Project & Program Management
  • Full time
  • J00142218
Stock Photo

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds,  and make a meaningful impact, we want to hear from you.

This role operates within the Canada Marketing & Sales Operations team, with the primary aim to coordinate the successful implementation of the 'End to End Client Experience Strategy and Program', while being responsible for leading, planning, execution of and analysis of research and CX strategy projects that support Equifax Canada. This role will be instrumental in helping create an end-to-end view of the customer journey, mapping out each interaction - within each department, identifying friction points and recommending ways to improve in these areas based on internal and external feedback.

What you’ll do

  •  You will work in concert with other departments and Marketing team members to survey customers,  combine and analyze client, market, and competitive data information.

  • By working closely with internal partners, you will help them to understand the value of our different customer insights programs and which are the best ones to support their needs.

  • Analyze & leverage raw data coming in from disparate sources and various programs to identify key themes & actionable insights related to the customer journey, and share insights with internal partners to get strong results.

  • You will integrate and organize information from multiple sources to form a complete picture of clients, markets, and growth opportunities.

  • You will lead the use of efficient and effective market research, voice of customer and other insights gathering and assessment tools to meet business goals.

  • Build real-time dashboards in CX/BI tools and act as the go-to resource for those dashboards.

  • Find and tell the story behind each survey: What are our customers experiencing?  Why?  How is this connected to past studies performed?

  • Establish thyself as the trusted go-to person on the CX program and contribute to the acceptance, success and adoption of the program.

  • Build relationships with day-to-day contacts across markets, business units, CX & Insights teams.

  • Partner closely with counterparts in Operations & customer facing teams who drive the CX improvement efforts and activities coming out of the surveys.

What experience you need 

  • 5+ years experience providing customer insights, consulting, strategy or related roles (client-side and/or supplier side) or commensurate experience.

  • 5+ years experience in using CRM, MAP, CX, BI/BA tools to analyze, measure and deliver actionable insights to internal stakeholders.

  • 5+ years experience enabling internal teams with insights that result in programs which directly and indirectly improve CX health index, client retention, and brand perception.

  • 3+ years experience in customer journey mapping with a focus on understanding and improving CX measures at each touchpoint.

  • Bachelor’s Degree

What could set you apart

  • Confirmed ability of leading the delivery of projects effectively and excellent knowledge of project management tools.

  • Validated ability to map processes and produce quality documentation.

  • Ability to analyze successes and failures to identify areas of improvement and optimization.

  • Demonstrable problem solving experience with a high degree of analytical skills and rigour.

  • Tableau, Salesforce, CRM, Qualtrics, Pardot (or similar MAP) system development and administration, reporting, business intelligence, analytics.

  • Lean or Six Sigma Certification

  • Change Management Certification

  • Bilingual English and French

We offer comprehensive compensation and healthcare packages, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

Are you ready to power your possible?  Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


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