Customer Experience Specialist
Hybrid · Toronto, Ontario, Canada
Job Summary
Hybrid CX Specialist role in Toronto to support the Client Centricity strategy through journey mapping, client research, and CX improvements. You’ll contribute to CX initiatives, optimize client touchpoints, assist with implementing tools and processes, and help translate findings into practical recommendations. The role involves conducting interviews, supporting workshops, documenting customer journeys, supporting quantitative and qualitative research (surveys, VoC inputs), and tracking CX metrics (NPS, CSAT, CES). Collaboration across cross-functional teams to implement improvements, plus preparing regular CX reports and dashboards. Requires 3–4 years of experience in CX or related fields, plus familiarity with CX tools such as Qualtrics, Miro, Lucidchart, FigJam, and Smaply, and experience in regulated industries like insurance or financial services.
Required Qualifications
- 3–4 years of experience in customer experience, insights, research, or a related field
- Experience supporting CX initiatives, journey mapping, or customer research
- Strong analytical thinking with ability to interpret data and identify insights
- Comfortable working cross-functionally and contributing to team-based projects
- Solid communication skills with the ability to present ideas clearly
- Organized and detail-oriented, able to manage multiple priorities
- Experience in insurance, financial services, or other regulated industries
- Familiarity with CX tools (e.g., Qualtrics, Miro, Lucidchart, FigJam, Smaply)
- Exposure to Voice of Customer (VoC) programs and CX metrics
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