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Senior Program Manager-6
Realign
Toronto, CAN
Full-time
Hybrid
Discovered Yesterday
Program managementCustomer experience transformationVoice of CustomerNPSCSATJourney measurement
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Program managementCustomer experience transformationVoice of Customer
Role Overview
Lead end-to-end delivery of a global Voice of Customer Measurement Evolution program across Canada, the United States, and Asia.
Drive enterprise-wide Voice of Customer transformation, governance, measurement frameworks, data integration, and closed-loop customer feedback initiatives.
Key Skills for This Role
Program managementCustomer experience transformationVoice of CustomerNPSCSATJourney measurement
Full Job Posting
Role Overview
Lead end-to-end delivery of a global Voice of Customer Measurement Evolution program across Canada, the United States, and Asia.
Drive enterprise-wide Voice of Customer transformation, governance, measurement frameworks, data integration, and closed-loop customer feedback initiatives.
Key Responsibilities
- Lead delivery of the global Voice of Customer Measurement Evolution program and rollout of its enterprise measurement framework.
- Lead NPS, CSAT, journey measurement, rNPS, and competitive benchmarking initiatives.
- Coordinate global deployment and alignment across workstreams.
- Establish Voice of Customer standards, governance, intake processes, and compliance frameworks.
- Oversee survey rationalization, trigger-based measurement, and dashboard implementation.
- Resolve data quality, integration, and reporting issues with Data and Technology teams.
- Implement a closed-loop listen-learn-act model with alerts, service-level agreements, and insight-to-action processes.
- Manage cross-functional stakeholders and external partners including Medallia and Ipsos.
- Drive executive reporting, milestone tracking, risk management, and consistent global measurement.
Required Skills
- At least 5 years of program management, customer experience transformation, or analytics-led change experience.
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