Cx Advisor, Program Implementation - Saskatoon, Canada - Federated Co-operatives Limited

Federated Co-operatives Limited
Federated Co-operatives Limited
Verified Company
Saskatoon, Canada

1 week ago

Sophia Lee

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Sophia Lee

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Description

Who we are:


What you'll do:

You will support the CRS-wide rollout of Customer Experience (CX) programs.

As a key liaison with local Co-ops, you will support the CX Lead in carrying out tactical implementation activities required to ensure successful program onboarding, sustainment, and monitoring.

You will function as the voice-of-the customer to convey local Co-op experience and requirements back to the CX team and broader FCL enterprise, as well as work cross-functionally, to implement program and process improvements.

Program Implementation Coordination

  • You will support the CX Lead in consultations with internal and external stakeholders to understand local Coop readiness and alignment to program drivers and requirements and maintain a local Coop profile database to plan and monitor program implementation.
  • You will participate in select CX program development, Coop Advisory Committee, and pilot project meetings to ensure all elements required for a successful fullscale implementation are considered and understood.
Local Co-op Stakeholder Engagement and Support

  • You will outreach to local Coops and ensure they are equipped with the knowledge and tools to successfully implement locally.
  • You will collaborate with appropriate internal and external SMEs to troubleshoot the root cause of any implementation issues and ensure appropriate resolution, including standard service processes and knowledgebased articles for program sustainment.
  • You will work with CX workstream, Marketing, Communication and Change Management leads to develop and maintain communication, education, and support materials.
Monitoring Program Effectiveness

  • You will collaborate with IT, CX Analytics, Market Research, and others to monitor program effectiveness, including primary or secondary research and analytics activities.
  • You will support the development and automation of appropriate dashboards that provide KPIs and member data and enable Coops to selfserve program analytics.
Continuous Program Improvement

  • You identify and document programming gaps or risks to successful implementation, support enhancements to existing programs, and make recommendations for future CX programming, based on lessons learned.


You will collaborate with Org Learning specialists and workstream leads to ensure appropriate training and onboarding materials are refined to support the full-scale rollout.


Why it matters:


We help local Co-ops grow and thrive by offering a range of professional services, including marketing, market research, information technology, human resources, accounting, risk management and business development.


Who you are:

You are looking for a career in Strategy & Communications and:

  • You have a bachelor's degree in Business or other relevant areas of study.
  • You have a minimum of 36 years of relevant business experience with demonstrated experience coordinating largescale projects (a combination of relevant education and experience may be considered).
  • Experience with the following will be considered an asset:
  • Project management software (MS Project, Atlassian JIRA, MS Teams)
  • Business intelligence/reporting tools (i.e., MicroStrategy, Tableau, etc.)
  • Business process mapping
  • Managing stakeholder relationships/customer service
  • You're honest and trustworthy, are resultsoriented, and strive to be the best in what you do.
  • You believe in collaboration, building relationships, and value the perspectives of others.
Our Team Members receive competitive salaries, short-term incentives, a comprehensive benefits package, and an employer-contributed pension plan.

We encourage our Team Members to take advantage of learning opportunities, to grow and develop, and to foster a culture of teamwork and innovation.

Please note you may be required to undergo a background check and substance test in accordance with FCL policies. FCLLP
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