PURPOSE

This is a two-year contract position.

From day one, you’ll take ownership of improving the moments that matter most in our customer journey.

You’ll turn feedback into action, identify friction across digital and service channels, and strengthen the clarity and consistency of how we communicate with customers. You’ll build listening loops that surface real-time insights and translate them into structured improvements that elevate trust and long-term retention.

If you’re someone who brings order to ambiguity, spots messaging gaps quickly, and knows how to use data and technology to improve customer outcomes, this role will give you meaningful impact.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

The responsibilities of this position include, but are not limited to the following:

Elevate the Moments That Matter

Identify friction across key digital and service touchpoints and lead improvements that make the customer journey clearer, simpler, and more consistent. Focus on the interactions that have the greatest impact on trust, confidence, and retention.

Own Experience Performance & KPIs

Manage and improve core customer experience metrics, including:

• Net Promoter Score (NPS)
• Customer Effort Score (CES)
• QA performance scores
• Online reviews and reputation indicators
• Service quality and escalation trends

Identify patterns, conduct root cause analysis, and translate insights into measurable improvement plans.

Turn Insight Into Action

Lead our Voice of the Customer programs and ensure feedback informs real change.

• Analyze survey data, reviews, complaints, and service interactions
• Build structured listening loops across channels
• Prioritize initiatives based on impact
• Communicate clear, actionable insights to leadership

Strengthen Messaging & Tone Consistency

Ensure customers experience one clear, confident voice across website, chat, email, and service communications.

• Review and refine customer-facing messaging for clarity and alignment
• Identify inconsistencies that create confusion or friction
• Partner with Marketing and Digital teams to simplify complex topics
• Raise standards for tone, accuracy, and communication quality

Raise Quality & AI Standards

Oversee QA and AI chat performance across communication channels.

• Improve scoring consistency and calibration
• Strengthen AI prompts, escalation logic, and response clarity
• Reduce recurring quality gaps
• Ensure automation enhances — not complicates — the customer experience

Improve Digital & Service Journeys

Partner cross-functionally to refine website flows and reduce avoidable service escalations.

• Map customer journeys and identify breakdowns
• Improve clarity across high-impact pages and interactions
• Drive process improvements that scale with growth

Lead & Develop the Team

You will manage:

• QA & AI Chat Specialist
• Customer Insights Specialist
• Process Improvement Specialist

Set clear KPIs, review outputs rigorously, coach for improvement, and build a culture focused on measurable impact and continuous improvement.

TECHINICAL / PROFESSIONAL COMPETENCIES

• 7+ years of progressive experience in Customer Experience, Service Operations, or Experience Performance roles, with a demonstrated track record of driving measurable improvement.
• 2+ years of experience leading and developing performance-focused teams.
• Proven success improving NPS, Customer Effort Score (CES), QA performance, online review sentiment, or related experience metrics.
• Strong communication judgment, with experience reviewing and refining customer-facing messaging across digital and service channels.
• Demonstrated ability to translate customer feedback and operational data into structured, prioritized improvement initiatives.
• Experience identifying friction in customer journeys and leading cross-functional improvements.
• Strong root cause analysis capability and comfort working with experience performance data.
• Confident presenting insights and recommendations to senior leadership.

PREFERRED EXPERIENCES

• Experience with customer feedback platforms such as Qualtrics or similar survey/review systems.
• Experience working within Microsoft Dynamics or another CRM platform.
• Experience improving online reputation and review performance.
• Experience in financial services or other regulated industries.
• Bilingual in English and French.

 

This role requires regular communication in English with customers, partners, and internal teams located outside Quebec. The position analyzes customer feedback, reviews, and service interactions across digital channels and CRM systems that operate primarily in English. English proficiency is required to review customer communications, interpret experience data, and collaborate with cross functional teams to improve customer journeys and service quality.

Data Protection Policy: https://corp.kitco.com/data-protection.html