Senior Customer Experience Manager

D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift. 

New models of teaching and learning enable a personalized, student-centric experience – and deliver improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.

D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.

D2L has had a singular mission for 20 years and is dedicated to that same mission in the years ahead: to transform the way the world learns – and by doing so, we will help improve human potential globally.

A member of our Talent Acquisition team reviews ALL of our applications - yes a real person reviews resumes! They are excited to read more about what amazing things you could add to D2L. 

General Description:

The Senior Customer Experience (CX) Manager will spearhead initiatives to elevate business process excellence throughout D2L, enhancing the overall customer experience. This role demands a collaborative and cross-functional approach to design and refine processes, ensuring alignment with customer needs.  

The CX Leader will be instrumental in disseminating CX best practices, including onboarding, renewal, and customer journey strategies, while fostering a culture of trust and value delivery. 

Analytical insights reviewing qualitative and quantitative customer data and business processes will be a key focus to help to reduce complexity, reduce friction and improve the customer journey. This global role will be a key strategic

How Will I Make an Impact?

• Employ Lean Six Sigma methodology to streamline business processes across all departments, targeting enhancements in customer experience, growth, and retention. 
• Develop and implement new programs and processes, grounded in a structured framework that prioritizes customer satisfaction. 
• Champion continuous improvement through education, coaching, and relationship management. 
• Drive product adoption, customer satisfaction, and health scores, expanding customer advocacy and reference ability 
• Expand customer advocacy and referenceable customers  
• Craft CX programs tailored to customer needs across different …