Senior Customer Experience Specialist

Title: Senior Customer Experience Specialist
Employee Working Location: Partially Virtual / Hybrid (Canada)
Employment Status: Temporary Full-time (12 months)

The Canadian Red Cross (Red Cross) - an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada's Best Employers 2024, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

The Senior Customer Experience Specialist provides advanced support to protect and enhance customer experience across Prevention and Safety during a period of operational and system change. The role manages complex customer and technical escalations, analyzes trends, and works collaboratively across teams to strengthen service delivery and ensure consistent customer experience.

In this role, you will:

• Serve as the senior escalation point for high-complexity customer and technical issues impacting customer experience.
• Conduct root-cause analysis, assess customer and operational impact, and coordinate internal and external partners to ensure timely resolution.
• Monitor and analyze escalation trends to identify systemic issues and recommend improvements to tools, workflows, and processes.
• Prepare and deliver operational reporting on recurring issues, trends, and customer-impact themes to support leadership decision-making.
• Provide customer experience expertise to internal teams to support consistent service delivery during periods of change.
• Support training readiness by updating existing operational guidance and sharing lessons learned with support teams.
• Work collaboratively with internal and external stakeholders to ensure issues and insights are communicated and acted upon.

What we are looking for:

• 6-9 years of experience and a 3-year college diploma or university degree, or an equivalent combination of education and experience.
• Experience managing complex customer and technical escalations.
• Strong analytical skills with the ability to identify patterns and recommend improvements.
• Excellent communication and influence skills, including the ability to explain complex concepts to diverse stakeholders.
• Ability to work independently, exercise sound judgment, and adapt to changing priorities.
• Proficiency with Microsoft Office applications and SharePoint.
• Ability to collaborate effectively across teams.
• Bilingual (English/French) required.

Working Conditions

• As we work with and support people (managers, colleagues, beneficiaries/customers, volunteers, donors and external partners) and communities in Canada and around the world, applicants whose first language is not English may be required to perform the responsibilities of the role in English.
• Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
• If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).