Customer Experience Lead, OEM

About This Role

Customer Experience Lead, OEM

Montreal, Québec.

The role we are offering you

If you’ve taken a plane to any destination in the world, chances are, your pilot was trained by CAE.

CAE’s Business Aviation Customer Experience team leads the development of CAE’s global Business Aviation customer experience strategy and translates it into long-term tactical initiatives aligned with its vision and customer needs. Our team is also responsible for designing key experiences that differentiates CAE and delivers on CAE’s brand promise within the Global Business Aviation training network.

The Business Aviation Customer Experience team is looking for a Customer Experience Lead, OEM to help improve the customer journey within CAE’s Bombardier Business Aviation training network. We are looking for someone to partner with cross-functional teams by pushing the boundaries of what's possible in our customer experience offering and beyond and by identifying the gaps to improve the experiences across the entire customer journey based on unique data and insights from customer feedback and organizational priorities. Someone to communicate goals, processes, inspire customer-centric behaviors at scale and bring changes within the Business Aviation Bombardier training network to drive customer loyalty and world-class customer experiences.

This position is an individual contributor role reporting to the Director of Customer Experience Business Aviation Training.

Key Job responsibilities

• Support CX improvement projects and initiatives that positively transform the end-to-end experience
• Integrate the Voice of Customer as part of all design activities
• Lead the design of qualitative and quantitative VoC research
• Gather input from employees about customer experiences and opportunities for improvement
• Understand key drivers of VoC performance and communicate them effectively across the organization
• Facilitate understanding of what is important to customers and how the organization is performing relative to customer needs
• Act as an internal CX coach/consultant in engaging the organization to improve customer experience
• Assures the organization integrates the voice of the customer as part of all design activities
• Assists in the creation of a framework and customer/user journey maps to help structure efforts consistently across disciplines within the organization
• Project-by-Project improvement
• Lead efforts to affect internal customer mindset change that enables delivery of better experiences to external customers
• Create journey maps and other analytical visuals used to convey the customer perspective
• Identify and escalate gaps in the customer journey based on limitations or roadblocks with people, process, or technology; communicate the impact of solving for these gaps
• Communicate performance results and learnings to internal teams regularly and consistently, highlighting next best action from most recent results.
• Gather voice of customer research, feedback in focus groups and in surveys including competitor benchmarking, to determine where there are opportunities to improve the overall experience and improve customer outcomes.
• Communicate and act as an ambassador for the vision of our overall brand and training experience, both internally and with external stakeholders.

Our ideal candidate has:

• A degree in Business Management or Marketing (or equivalent combination of education and experience).
• Certified Customer Experience Professional (CCXP) highly preferred
• 5 years of experience in Customer Experience, Business Management or Marketing and experience in digital strategy and/or online solutions delivery, business analysis and process reviews.
• Must have working experience in an international customer centric environment, in collaboration with an international sales team.
• Understands and can help educate internally CX methods and tools (e.g. NPS, CES, closed-loop systems, mapping).
• Ability to interpret data and insights to objectively and consistently drive CX objectives
• Proven track record of driving positive change in a complex environment
• Ability to interpret data and insights to objectively and consistently drive information into CX actions.
• Excellent ability to influence change, analyze and solve complex problems.
• Excellent presentation skills on power point and promote customer experience initiatives.
• Ability to implement a strong collaborative climate and forge ties with all stakeholders to drive actions and change with cross functional teams aligned with our strategic customer experience vision backed by unique data and insights.
• Fluency in French and English (written and oral)
• Ability to travel as required (15% of the time).

What kind of person will succeed in this team?

You will be expected to work collaboratively and independently, both locally and globally, ensuring quality customer experiences are designed across cross-functional teams. You understand how to facilitate the balance between tactical and strategic design priorities and can take action in ambiguous areas. You are driven by data, with strong influencing and presentation skills to gain cross-discipline leadership alignment and have a strategic and analytical mindset and to be a change leader.

A great candidate will relish the opportunity to jump into a fast-paced, highly visible and evolving work environment that drives significant impact. You’ll tackle intriguing challenges in a dynamic and collaborative environment.

#LI-CG1

Position Type

Regular

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

Equal Opportunity Employer 

CAE is an equal-opportunity employer committed to diversity, equity, and inclusion. As "One CAE," we take affirmative action to ensure equal opportunity for all applicants regardless of race, nationality, colour, religion, sex, gender identity and expression, sexual orientation, disability, neurodiversity, Veteran status, age, or other legally protected characteristics.

If you don't see yourself fully reflected in every job requirement listed in the job posting, we still encourage you to reach out and apply. At CAE, everyone is welcome to contribute to our success. If reasonable accommodation is needed to participate in the job application or interview process, please get in touch with us at [email protected].