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Senior Advisor - Customer Experience


Full time, Permanent

Job Description

New Era is looking for someone with experience in Audit and Process optimization. The principal role of this resource is to produce and present the various deliverables of any consulting mandates, based on the best practices of the customer contact center industry. This is an advisory role requiring long-term vision towards center of expertise and strategic customer support. The successful candidate will work closely with the Director/Products and under the supervision of the Senior Director/Client experience.

Responsibilities and Duties

  • Plan statements of work, pre-sales calls and project start-up meetings.

  • Analyze customer business processes and identify improvement opportunities.

  • Collect or identify the best market practices related to the client's challenges.

  • Propose recommendations and an action plan related to the initial mandate.

  • Write and/or validate the quality of reports delivered to clients.

  • Present the results and recommendations to clients.

  • Customer accompaniment and support towards the realization of different project phases.

  • Advise and influence customers based on industry best business practices.

  • Facilitate customer meetings and workshops.

  • Document and map current and optimal processes as needed.

Qualifications and Skills

  • Undergraduate university degree in business administration, or similar field.

  • 5 years of relevant experience, including 2 in an advisory role (an asset).

  • Proven experience in the field of customer contact centers and customer service (an asset).

  • Be open and flexible to travel for work.

  • Possess excellent communication skills, both oral and written, for both French and English.

  • Very good knowledge of the Microsoft Office suite (particularly Powerpoint, Word, Excel, Visio).

  • Excellent writing skills.

  • Ability to multitask, meet tight deadlines.

  • Adapt to working within a team.

  • Professionalism, attention to detail, and ease of adaptation.


  • 100% work from home

  • Computer equipment provided

  • 40 hours/week, from Monday to Friday

  • No weekends

  • Competitive salary depending on experience

  • Dynamic work environment and great work team

  • 5 sick days paid

  • RRSP program




Health Care


Disability &
Life Insurance


Flexible Hours
& Remote Work

Let's talk about your projects / needs

+1 877.743.8474

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