Specialist Customer Experience – Canadian Pacific Railway

Title of the Job: Specialist Customer Experience

Location: Winnipeg, MB

Job Description: ​Canadian Pacific (CP) and Kansas City Southern (KCS) are now CPKC. As the only truly North American railway, we are making big moves! Drawing on our strong foundations and heritage, CPKC moves essential goods across our 20,000-mile network to support economic growth throughout Canada, the U.S. and Mexico. Be a part of history as we connect a continent and create exciting career opportunities across our new transnational network. Visit cpkcr.com to learn about the CPKC advantage, our purpose and culture.PURPOSE OF THE POSITION:This position will gather, analyze, and leverage CS operational data, and turn insights into actions to drive improved customer experience. This position will be accountable, through disciplined measurement of CS operations, to drive management priority of CS Coordinator coaching and development.This position can be based in Winnipeg, Manitoba or Kansas City, Missouri.POSITION ACCOUNTABILITIES:

• Proactively mine, analyze, and leverage CS operational data, and provide insights that can drive actions to drive improved customer experience.
• Creation and on-going management of master CS reporting and dashboard
• Accountable, through the disciplined measurement of CS operations, for the identification of continuous improvement opportunities of CS business processes to achieve service level agreements
• Manage the overall CS/CX customer communication process, including the coordination of customer communication requests from other CPKC departments
• Expert SME for Marketing Cloud functionality, bulletin approval and publication process.
• Responsible for employing a variety of tools such as formal and informal customer feedback & customer satisfaction surveys; then analyzing and designing specific practices that can be put into place to enhance customer experience.
• Ability to utilize systematic tools (Salesforce, Amazon Connect, Excel, etc.) to gather, manipulate, format, and present results for consumption
• First-rate written communication skills to be utilized in business case summaries, customer bulletins, etc.

POSITION REQUIREMENTS:

• Bachelor’s degree from an accredited university or college, preferably in a job related major field of study
• Minimum 3 years of relevant professional experience, or equivalent combination of education and experience
• Previous customer experience required
• Ability to analyze data and conduct root cause analysis
• Strong problem solving, organizational and planning skills.
• Results-oriented with a sense of urgency.
• Ability to perform in a 24×7 environment.
• Skilled in using Office software, particularly Excel, SalesForce and SAP

ADDITIONAL INFORMATION:As an employer with North American presence, the possibility does exist that the location of your position may be changed based on organizational requirements.Background Investigation:The successful candidate will need to successfully complete the following clearances:

• Criminal history check
• Reference check

Management Conductor Program:Becoming a qualified conductor or locomotive engineer is the single best way for a management employee to learn the business at CPKC. You may be required to obtain a certification or to maintain your current certification/qualification as a conductor or locomotive engineer.For our US applicants, CPKC is an equal opportunity/affirmative action employer, inclusive of protected veterans and individuals with disabilities . For Canadian applicants CPKC is an employment equity employer committed to the principles of employment equity and inclusion. We encourage all qualified candidates to apply including women, Black, Indigenous, People of Colour (BIPOC), members of the LGBTQ+ community, and people with disabilities. Accommodations for the job application process can be provided, as appropriate, upon request. All applicant information will be managed in accordance with the federal Personal Information Protection and Electronic Documents Act (PIPEDA).Req ID: 103592Department: Information ServicesJob Type: Full-TimePosition Type: Non-UnionLocation: Winnipeg, ManitobaCountry: Canada% of Travel: 0-10%# of Positions: 1Job Grade: 4Job Available to: Internal & External#LI-ONSITE#LI-GK1​Location:Winnipeg, MB, CA, R3B 0X3

Company Name: Canadian Pacific Railway

Salary:

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