Job details

Senior Customer Experience Manager

D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift.

New models of teaching and learning enable a personalized, student-centric experience – and deliver improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.

D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.

D2L has had a singular mission for 20 years and is dedicated to that same mission in the years ahead: to transform the way the world learns – and by doing so, we will help improve human potential globally.

A member of our Talent Acquisition team reviews ALL of our applications - yes a real person reviews resumes! They are excited to read more about what amazing things you could add to D2L.

General Description:

The Senior Customer Experience (CX) Manager will spearhead initiatives to elevate business process excellence throughout D2L, enhancing the overall customer experience. This role demands a collaborative and cross-functional approach to design and refine processes, ensuring alignment with customer needs.

The CX Leader will be instrumental in disseminating CX best practices, including onboarding, renewal, and customer journey strategies, while fostering a culture of trust and value delivery.

Analytical insights reviewing qualitative and quantitative customer data and business processes will be a key focus to help to reduce complexity, reduce friction and improve the customer journey. This global role will be a key strategic

How Will I Make an Impact?

Employ Lean Six Sigma methodology to streamline business processes across all departments, targeting enhancements in customer experience, growth, and retention.
Develop and implement new programs and processes, grounded in a structured framework that prioritizes customer satisfaction.
Champion continuous improvement through education, coaching, and relationship management.
Drive product adoption, customer satisfaction, and health scores, expanding customer advocacy and reference ability
Expand customer advocacy and referenceable customers
Craft CX programs tailored to customer needs across different journey stages, segments, and personas.
Address large client issues and themes with urgency and effectiveness to coordinate teams across the company as needed
Stay updated on CX trends, best practices and emerging technologies related to customer experience management, and incorporate relevant insights into process improvement
Define and monitor KPIs and metrics to gauge process improvement effectiveness, leveraging data for decision-making and optimization

What you’ll bring to the role:

Competencies:

Strong verbal and written communication skills to effectively articulate ideas, present findings, and influence stakeholders at all levels
Ability to effectively multiple projects simultaneously, from inception to completion
Customer centric mindset: deep understanding of customer needs, preferences and pain points with relentless focus on delivery exceptional experiences
Skilled in data interpretation and leveraging analytics tools for actionable insights.
Effective collaboration with diverse teams to align and implement customer experience enhancements.
Capacity to understand the broader business objectives and translate them into actionable strategies and initiatives to enhance customer experience.

Skills

Ability to analyze qualitative and quantitative data to identify trends, patterns, and areas for improvement in the customer experience journey.
Willingness to stay updated on industry trends, best practices, and emerging technologies related to customer experience management to drive ongoing improvements and innovation.
Deep understanding of customer needs, preferences, and pain points, coupled with the ability to empathize with customers and advocate for their best interests within the organization.
player in developing and executing customer experience plans.

Suggested Qualifications/Experience:

Undergraduate degree in business administration, sciences or engineering or a combination of education and experience
A minimum of 5 years' experience of related Lean Six Sigma process improvement experience
A mandatory certification in Lean Six Sigma Black Belt
Strong analytical skills with a demonstrated ability to extensively analyze business processes and workflows
Demonstrated experience working with senior management to influence decision making and the ability to persuade others to act
PROCSI or ADKAR certification in change management is great to have
CXPA certification would be an asset

The expected base salary range for a new hire in this role is listed below. The annualized base salary offered is determined by each candidate’s relevant knowledge, skills, education, training and experience. It is aligned to ensure both internal and external competitiveness using market data for the geographic location and industry. As part of the total compensation at D2L the role may be eligible for additional benefits including a Wellness Subsidy, Equity Grants, Variable Incentive, and more.

Base Salary Range

$92,500—$125,250 USD

Don’t meet every single requirement? We strongly encourage you to still apply! At D2L, we are committed to creating a diverse and inclusive environment. We encourage your application even if you don't believe you meet every single qualification outlined, because we love to help our people grow and develop!

Why we're awesome:

At D2L, we are dedicated to providing you with the tools to do the best work of your life. While some of our perks and benefits may vary depending on location or employment type, we are proud to provide employees with the following through #LifeAtD2L;

Impactful work transforming the way the world learns
Flexible work arrangements
Learning and Growth opportunities
Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program
2 Paid Days off for Catch the Wave related activities like exams or final assignments
Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)
Retirement planning
2 Paid Volunteer Days
Competitive Benefits Package
Home Internet Reimbursements
Employee Referral Program
Wellness Reimbursement
Employee Recognition
Social Events
Dog Friendly Offices at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne.