Customer Experience Manager

Join a team that plays a central role in shaping how customers experience Schneider Electric across Canada. The Customer Experience team works across all business units and supports every activity that involves direct contact with customers. It represents the customer voice, contributes to consistent decision making and helps influence how the brand is experienced from the first interaction to the last.
As the Customer Experience Manager, you will have a significant impact on how customers engage with our organization. You will work with data, customer insights and operational information to support satisfaction, loyalty and overall service quality. The role includes identifying friction points, contributing to continuous improvement efforts and participating in business decisions that shape the customer journey.
You will work closely with cross functional teams, support the management of complex customer situations and contribute to the adoption of technologies including solutions that use artificial intelligence to strengthen decision making and improve the end to end customer experience.

What you'll be doing

Customer Experience, advocacy and engagement

• Serve as the customer experience partner ensuring customer needs, expectations and pain points are clearly understood and addressed.
  Build long term relationships with customers to support trust and loyalty.
• Coordinate proactive outreach activities including follow ups, surveys and quality reviews to identify issues early and support prevention.
• Collaborate with operations, commercial teams, supply chain and technical experts to resolve escalated issues and strengthen overall performance.
• Apply continuous improvement practices such as LEAN, root cause analysis and structured problem solving.
• Represent the voice of the customer in cross functional discussions and internal reviews and contribute to reporting on key indicators.
• Guide customer journey mapping, pain point diagnosis and service design work to improve end to end interactions.
• Support customer councils, feedback mechanisms and governance approaches that reinforce engagement and transparency.

• Use AI supported platforms, analytics tools and digital feedback systems to identify trends, root causes, risks and opportunities.
• Translate data and customer behaviour insights into practical and actionable recommendations for business partners.
• Support the use of AI enabled methods such as predictive analytics and automated insight generation to strengthen decision making.
• Develop scorecards and indicators to evaluate experience quality, operational performance, customer sentiment and digital usage.
• Identify and test new digital tools that improve work processes and support customer journeys.

• Partner with leaders and cross functional teams by sharing clear, data informed insights and business cases.
• Contribute to an environment where teams can share openly and support a customer focused culture.
• Coordinate initiatives and programs that support customer outcomes, operational effectiveness and organizational alignment.
• Provide guidance on customer personas, experience design and recognized CX practices.

• Hold a bachelor's degree in business administration, engineering, marketing or a related field, with a graduate degree considered an asset.
• Show at least five years of experience in customer experience, program management, operations, quality management or customer support.
• Demonstrate experience in data analysis, digital transformation or work involving platforms supported by artificial intelligence.
• Apply continuous improvement methods, including structured problem‑solving and process optimization practices.
• Adopt a customer‑focused approach across activities and decisions.
• Collaborate with senior stakeholders and contribute to strategic discussions.
• Interpret data, organize insights and support the resolution of complex issues.
• Manage customer situations that involve multiple operational constraints with clarity and calm.
• Communicate clearly in writing and verbally in a range of organizational contexts, including formal presentations.
• Use digital tools confidently, including solutions supported by artificial intelligence, and maintain interest in developing related knowledge.
• Plan and organize work effectively and coordinate projects that involve several teams.
• Contribute to improving practices by questioning assumptions and exploring alternatives.
• Demonstrate proficiency in French, both spoken and written.