Senior Customer Experience Specialist
Canadian Red Cross
Job Overview
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Job Description
About the Role
The Senior Customer Experience Specialist at Canadian Red Cross provides advanced support to protect and enhance customer experience during operational and system change. This role involves managing high-complexity customer and technical escalations, analyzing trends, and coordinating with multiple teams.
Key Responsibilities
- Act as the senior escalation point for complex issues.
- Conduct root-cause analysis and assess operational impact.
- Monitor escalation trends and recommend process improvements.
- Prepare operational reports for leadership decision-making.
- Provide expertise to support consistent service delivery during change.
- Update operational guidance and share lessons learned with teams.
- Collaborate with internal and external stakeholders for issue resolution.
What We Are Looking For
Candidates should have 6–9 years of experience and hold a 3-year college diploma, university degree, or an equivalent combination of education and experience. Proven experience handling complex escalations, strong analytical skills, excellent communication, independence, and proficiency with Microsoft Office and SharePoint are required. Bilingual proficiency in English and French is mandatory.
Working Conditions
This position is partially virtual/hybrid within Canada. Applicants must be eligible to work in Canada and successfully complete a pre-employment screening process including an Enhanced Police Information Check (E-PIC).
Key skills/competency
- Escalation Management
- Root Cause Analysis
- Operational Reporting
- Customer Experience
- Analytical Skills
- Communication
- Collaboration
- Training
- Microsoft Office
- Bilingual
How to Get Hired at Canadian Red Cross
- Customize your resume: Tailor your skills to the Canadian Red Cross role.
- Highlight experience: Emphasize handling complex escalations.
- Show bilingual skills: Demonstrate proficiency in English and French.
- Research Canadian Red Cross: Understand their values and mission.
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