CX Specialist,

The CX Specialist will support the execution of customer experience strategies. This role involves developing CX artifacts, conducting research, and facilitating workshops to improve customer satisfaction. The specialist will work closely with the CX Lead and other team members to identify opportunities for optimization and drive customer-centric improvements.

Location: Toronto, Ontario, Canada,

Responsibilities:

- Support the execution of CX strategy.
- Develop and refine CX artifacts such as personas, empathy maps, and journey maps.
- Support workflow mapping activities.
- Support qualitative and quantitative research.
- Help synthesize and communicate CX insights to stakeholders.
- Assist in coordinating and supporting CX-related projects.
- Identify and escalate risks, issues, and opportunities.
- Lead the coordination of CX workshops.
- Assist in service blueprinting.
- Support the development of ecosystem maps.
- Help promote Digital Service Standards.
- Act as a bridge between product teams and customers.
- Participate in stakeholder focus groups.

Required Skills & Certifications:

- Strong foundation in CX principles, methodologies, and best practices.
- Knowledge of service design principles.
- Experience developing CX artifacts (personas, empathy maps, journey maps, service blueprints, ecosystem maps).
- Ability to support and facilitate workshops and conduct stakeholder interviews.
- Skilled in analyzing quantitative and qualitative data.
- Advanced PowerPoint skills.
- Excellent communication and presentation abilities.
- Knowledge of survey design.
- Familiarity with CX metrics (NPS, CSAT, CES) and analytics tools.
- Demonstrated project management and organizational skills.
- Experience with digital whiteboarding tools (Mural, Miro).
- 5+ years of experience in Customer Experience (CX) and Experience Management.
- 3+ years of experience conducting qualitative and quantitative research.
- 3+ years of experience supporting and coordinating CX workshops.

Preferred Skills & Certifications:

- Experience working in a health care setting and/or with digital health solutions.
- Experience working in the public sector.
- Experience with tools such as Power BI and Excel.

Special Considerations:

- Hybrid work model: 3 days onsite, 2 days remote.

Scheduling:
- Not specified.