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Customer Insights Program Manager

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Date: Jan 24, 2021

Location: Toronto, ON, CA, M6K 3E8

Company: Softchoice

Why you’ll love Softchoice:


At Softchoice, our purpose is to unleash the potential of people and technology. 


Our company was built around the idea that there is no success without team success. We foster a culture of inclusion and fairness, where diverse interests, experiences, and backgrounds are celebrated. We strive to empower and unleash the potential of everyone, to ensure that every employee has a path to success. We're in it together to make life better for each other, our customers, our partners, and our communities.


The impact you will have:

As a Customer Insights Program Manager in the Customer Experience Office (CXO), you will have the opportunity to work with many cross functional teams to find solutions to the toughest challenges that affect our customers.


What you’ll do:


  • Provide input into the design of the voice of the customer program.
  • Oversee program administration including persona development, customer journey mapping, and survey design/distribution.
  • Generate customer insights via quantitative and qualitative analysis, workshops with the business, and customer focus groups.
  • Link customer experience metrics to key business outcomes and build predictive models to demonstrate impact.
  • Disseminate customer insights to business leaders, provide recommendations, and identify opportunities for strategic improvement initiatives.
  • Lead or assist with projects sponsored by Senior Leadership to enhance customer experiences 
  • Oversee change management efforts including identifying success metrics, developing trainings, and coordinating with business leaders to implement lasting changes
  • Infuse Customer Experience Insights (CX) into the corporate culture by supporting the design and delivery of CX focused training programs, rewards & recognition, and the annual CX day.


What you’ll bring to the table:


  • 7+ years in the Customer Experience field.
  • Highly developed analytic abilities are a must.
  • Background in Data Science is an asset.
  • Proficiency using statistical software such as Minitab and survey tools such as Qualtrics are assets.
  • Lean Six Sigma Green Belt certification.
  • A background in Project Management, Change Management, and Design Thinking is preferred.
  • Proficiency in MS Office tools – Excel, PowerPoint, Outlook, Word.
  • Post-secondary education obtained by a College or University.


Some reasons why our employees love working here!


  • Softchoice has been recognized as a Best Workplace in Canada by the Great Place to Work Institute for 15 consecutive years.
  • Softchoice has been certified as a Great Place to Work in the United States for several years.
  • Meaningful work that drives professional development.
  • Ability to enter and grow within the technology industry. 
  • Being part of a winning, high performance team. 
  • Every employee has 2 paid volunteer days per year to give back to a cause of their choice.
  • We have raised over $3 Million through our staff-run charity Softchoice Cares. 
  • You have the opportunity to take an ownership position here at Softchoice.  

Inclusion & Equal opportunity employment:


Softchoice is an equal opportunity employer committed to Diversity, Inclusion & Belonging. Individuals seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, diversability, veteran status, gender identity, or sexual orientation.


Require an accommodation? We are ready to help:


Softchoice is proud to provide interview & employment accommodation during the recruitment and hiring process. If you require accommodation to apply or interview for a position, please reach out directly to asktalentacquisition@softchoice.com. We are committed to work with you to best meet your needs.


Our commitment to your experience:


Softchoice is committed to the safety of our candidates and our employees. With that in mind, we have implemented virtual interviewing for all candidates. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will most likely be doing the same! For those joining Orange Nation, we will be onboarding all new employees remotely. Rest assured, though, that offering a human and inspiring onboarding experience is our top priority.


Prior to commencing employment:


Completion of a satisfactory criminal record check, education verification and reference checks are required for employment.



Mid-Senior Level