Senior Customer Experience Manager – Canada

About the role

PointClickCare is seeking a senior leader to shape the end‑to‑end customer experience for its health‑tech platform. Reporting to the Customer Experience Director, the manager will partner with cross‑functional teams to define, govern and measure CX across the organization.

Key responsibilities

• Influence stakeholders to adopt new points of view, anticipate objections and mitigate concerns to improve the customer journey.
• Oversee ad‑hoc quantitative and qualitative research projects, providing direction and coaching to internal and external resources.
• Analyze complex issues, integrate best practices, and apply advanced technical skills to drive CX improvements.

Required profile

• Minimum 7 years of hands‑on marketing research experience defining and implementing CX measurement protocols.
• Proven ability to influence business objectives and use data to drive strategic decisions.
• Strong analytical skills with a Bachelor’s degree in business, mathematics or a science discipline.

Required skills

• Advanced proficiency in Microsoft Excel.
• Advanced proficiency in Microsoft PowerPoint.
• Advanced proficiency in Microsoft Power BI.