Director Customer Experience

Our client is a leading provider of integrated facilities management and workplace solutions, supporting complex organizations across Canada.

They are looking for a Director, Customer Experience to develop, implement and continuously improve customer experience programs across a large, multi-stakeholder operating environment.

This is an opportunity to help shape and establish a customer experience function, translating customer insights into practical programs that improve service delivery, strengthen engagement and deliver measurable business outcomes.

The successful candidate will combine customer experience expertise with strong program delivery and analytical capabilities. They will be comfortable developing new initiatives, building processes, establishing performance measures and working across operational teams to embed improvements into the business.

Key Responsibilities:

Customer Experience Program Development

• Develop and implement customer experience programs aligned with business objectives and customer needs.
• Translate customer experience priorities into actionable initiatives, campaigns and improvement plans.
• Establish consistent processes and frameworks for gathering customer feedback, measuring performance and identifying opportunities for improvement.
• Take ownership of CX initiatives from initial concept through implementation, evaluation and continuous improvement.
• Help embed a customer-focused approach across operational teams and service delivery functions.

Customer Insights, Analytics and Reporting

• Develop and oversee customer feedback mechanisms, including surveys, customer listening initiatives and other feedback channels.
• Analyse customer experience data, satisfaction measures and service performance indicators to identify trends, gaps and opportunities.
• Translate insights into clear recommendations, improvement initiatives and measurable actions.
• Establish reporting frameworks that communicate program performance, progress and business impact to senior stakeholders.
• Monitor the effectiveness of CX initiatives and adjust programs based on results and feedback.

Stakeholder Engagement and Program Delivery

• Build strong working relationships with operational leaders, internal stakeholders and customer-facing teams.
• Influence stakeholders across the organization to support adoption and successful implementation of CX initiatives.
• Coordinate cross-functional activities to ensure programs are delivered consistently and effectively.
• Communicate program objectives, progress and outcomes to stakeholders at different levels of the organization.
• Navigate competing priorities and differing stakeholder perspectives while maintaining focus on customer outcomes.
• Identify opportunities to improve customer journeys, service processes and the overall customer experience.
• Use customer insights and operational data to prioritize improvements and support evidence-based decision-making.
• Establish feedback loops to assess whether implemented changes are delivering the intended outcomes.
• Promote accountability for customer experience performance and encourage a culture of continuous improvement.

You are a customer experience professional who knows how to move beyond strategy and deliver practical results. You have experience building programs, establishing measurement frameworks and working across complex organizations to turn customer insights into meaningful improvements.

You are comfortable operating independently, influencing stakeholders without formal authority and bringing structure to initiatives that may still be developing.

Experience and Capabilities:

• Demonstrated experience developing and implementing customer experience programs, rather than solely overseeing customer service operations or organisational change.
• Experience with customer feedback programs, surveys, Voice of Customer initiatives, customer satisfaction metrics or similar measurement frameworks.
• Strong analytical skills, with the ability to interpret data, identify trends and translate findings into actionable recommendations.
• Experience developing program processes, reporting structures, campaigns and performance measures.
• Proven ability to manage cross-functional initiatives from planning through to execution and evaluation.
• Strong stakeholder management and communication skills, including the ability to influence without direct authority.
• A track record of delivering measurable improvements in customer experience, service quality or customer engagement.
• Strong organisational skills and the ability to manage multiple priorities in a complex operating environment.

The Ideal Background:

Candidates may come from customer experience, Voice of Customer, service improvement, customer insights or CX program management roles within complex, service-led organisations.

Experience in sectors such as banking, healthcare, facilities management, business services or other large, multi-stakeholder environments may be particularly relevant.

The priority is not a specific industry background. It is evidence that you have personally developed, implemented and measured customer experience programs and can translate customer insights into operational improvements.

Personal Attributes

• Program ownership: Takes responsibility for moving initiatives from concept to delivery.
• Analytical mindset: Uses evidence and customer insights to guide decisions.
• Influence and collaboration: Builds alignment across teams without relying on formal authority.
• Resilience: Navigates ambiguity, competing priorities and resistance to change.
• Practical execution: Balances strategic thinking with the detail required to implement programs successfully.
• Continuous improvement: Measures outcomes, learns from results and continually looks for better ways to deliver value.