IMMEDIATE INTERIM OPPORTUNITYInterim Vice President Customer ExperienceReports To: COODuration: 6+ monthsLocation: Toronto, ONHybrid workingOur client is a large, complex and high profile Canadian higher educational institution. They are looking for a seasoned professional to add critical expertise and capacity to drive an exciting new customer experience initiative.
They want to completely change the landscape for the student experience utilizing technology and a coordinated approach to their learning, onboarding and overall experience. This is truly a groundbreaking project that will differentiate our client in Canada, and you will help shape strategy for a whole sector. They are looking for a professional from outside of academia with a strong background in B2C who has led a similar project and wants to take that knowledge and apply it to a new sector.
Key Accountabilities:Develop a clear understanding of the current state of decentralized service delivery. This includes identifying services offered, service levels, metrics captured, and the resources allocated to various services. Lead the project to streamline and improve the experience for prospects, applicants, and current students.
Design a centralized, student-centric service hub that offers a unified "front door" to the organization's services, both on-campus and virtually. Create s 24-hour on-demand digital access to all information regarding student educational pathways, including course offerings and registration. Engage students "where they are," meeting the growing demand for personalized services utilizing modern digital tools.
Create a new customer service model to improve the student experience focusing on personalized support, seamless access to services, 24/7 self-service options, consistent, high quality service delivery, proactive and predictive support, increased transparency, streamlined appointment scheduling, opportunities for peer-to-peer support, continuous feedback loop and a blended on-campus and digital experience. Assess and propose opportunities for artificial intelligence techniques to be applied that will contribute to a more efficient, personalized, and proactive service. Including but not limited to virtual assistants, predictive analytics, NLP, personalized recommendations, automated workflow management, sentiment analysis and AI enhanced self-service tools.
Enhance the current customer/student experience culture following initial principles of intentional listening across channels, student engagement, seamless student journeys, consistency in service delivery, feedback as a gift, meeting students where they are, continuous learning, knowledge sharing, transparency and measuring success. Strengthen human connections through consistent and personalized experiences. Offer actionable insights that guide targeted process improvements, and the development of solutions tailored to meet the evidence-based needs of students.
Create an implementation plan and framework for approval by the ELT.Identify opportunities for quick wins that demonstrate progress and build momentum. Competencies and Requirements:Demonstrable track record of innovation when leading multiple projects in complex organizations to elevate the customer experience. Good knowledge of AI and how to apply this to improve the customer journey.
Created new customer service models and rolled them out across complex organizations. Driven, resourceful, with strong can-do attitude to seek solutions out of ambiguity and deliver results. Demonstrated maturity, resiliency, and adaptability, can thrive in fast paced, constantly changing environment.
Ability to span business needs with technical concepts and present compelling point of view with an executive audience. Strong analytical, critical-thinking, and problem-solving skills with ability to challenge status quo, constantly seek continuous improvement. Excellent written and verbal communication skills including presentation and decision facilitation, report writing and data analysis.
Excellent interpersonal and organizational skills, ability to build impactful relationships, and collaborate with internal and external stakeholders. Exceptional planning, project management and change management skills with ability to leverage multiple resources and manage complex projects. PLEASE SEND YOUR CV (AS A WORD DOC) TO: ***************@LHHknightsbridge.com (Subject: Job Title)LHH Knightsbridge Interim Management is a service to help our clients address a wide range of scenarios including leadership support due to sudden departures, driving key change initiatives or leading transformation projects.
Our interim executives step in with minimal downtime to meet specific objectives and deliver results. All have held senior positions in the past and have now chosen to offer their unique depth and breadth of experience to organizations on a limited engagement basis. Follow the LHH Knightsbridge LinkedIn page and set up a job alert to learn about new Executive Interim opportunities.
Lee Hecht Harrison Knightsbridge Corp. is committed to providing equitable treatment and accommodation to ensure a barrier-free recruitment process. In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and our AODA policy, a request for accommodation will be accepted as part of the hiring process. If you require accommodation to apply or if selected to participate in an assessment process, please provide your accommodation needs in advance to the Recruitment Lead for this opportunity.
We are an equal opportunity employer; we welcome applications from people with disabilities, and we can provide accommodations during hiring processes. We value the diversity of the people we hire and serve. Diversity means fostering a workplace in which individual differences are recognized, appreciated and respected, as well as responded to in ways that fully develop and utilize each person's talents and strengths.
We thank all interested candidates in advance; however, only individuals selected for interviews will be contacted. April 2025
