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At CMHC, we trust you to get the job done. Since January 2019, we’ve shifted from managing people to managing work. Each employee is 100% autonomous and accountable. You can choose where you need to be and when you need to be there to meet your objectives. You’re in control of your time and are trusted to make the right decisions.

Senior Specialist, Client Experience (Position can be located anywhere in Canada)

 

Help make a difference for Canadians. CMHC’s aspiration is that by 2030, everyone in Canada has a home that they can afford and that meets their needs. All of our programs and activities support this singular goal.

 
Be part of an inclusive workplace. Diversity and Inclusion guides everything we do at CMHC. We’re taking concrete actions to eliminate racism and embed equity into our culture, processes, programs, and policies so that they reflect the lived experiences of all Canadians.
 
 

Join the Sector Operations Team, where our partners view CMHC as the catalyst for solving housing affordability challenges. The role evaluates customer feedback and monitors all processes that come into direct contact with the customer, identifying issues, recommending opportunities and solutions for improvement and measuring outcomes.

 

This is a temporary position of a duration of 12 months. 


Responsibilities: 

•    Elaborate and update client journey maps including an inventory of client and partner personas and set of touchpoints to support segmentation and improve client experience.
•    Analyze client related information, feedback and insights to provide advice and guidance to internal teams on how to integrate the client perspective into products development, service design and day-to-day operations 
•    Collaborate and influence internal teams to implement solutions to improve the client experience.
•    Measures the success of client experience initiatives and provide advice and guidance on how to improve the client experience culture across the organization.
•    Identify gaps in knowledge and skills related to client experience, develop and deliver training internally.
•    Lead the development of tools and resources to maintain a mature client experience culture


Minimum Qualifications
•    Undergraduate degree in related field, such as commerce, economics, finance or public administration 
•    A minimum of seven (7) years with demonstrated experience implementing a client strategy within an organization, with client experience
•     A change management experience is considered an asset.
•    Thorough understanding of the housing industry and CMHC's role in it.
•    Advanced ability to examine issues from the clients’/stakeholders’ perspectives and design and deliver business solutions that meet their needs.
•    Expert ability to identify, assess and manage risk to ensure excellent outcomes are achieved for CMHC and stakeholders.
•    Strong ability to engage with others, getting buy-in to deliver results and skillfully influencing to build support and enhance credibility.

 

Posting closing date: Note, the competition may remain active until filled.

 

CMHC values diverse backgrounds and experience and welcomes non-Canadians who are eligible to work in Canada to apply!

 

We sincerely thank all candidates for their interest, however, please note that only applicants selected for further consideration will be contacted. If selected for an interview or testing, please advise us if you require an accommodation.

 

Job Requisition ID: 6561  

Language Designation: English Essential 

Language Skill Levels (Read/Write/Speak): ZZZ 

Minimum Base Salary: 92538.15 

Travel Requirement: Occasional 

Office Location: Calgary (AB); Halifax (NS); Montreal (QC); Ottawa (ON); Toronto (ON); Vancouver (BC)

Other Location(s):