Senior Director, Customer Experience and Strategic Projects

Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued - as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

Reporting directly to the Vice President, National Operations the incumbent will be responsible for the development and measurement of a national strategic customer experience initiative overseeing its implementation in stores to drive an overall positive and growth focused customer satisfaction program.

The incumbent will lead a team of senior managers and work closely with other senior leaders across the division to support the customer experience portfolio within the National Operations Team. They will also lead the creation of our divisional Objectives and Key Results (OKR) program identifying synergies amongst various portfolios to drive the overall customer experience.

They will be thoughtful in the questions they ask, passionate about unpacking and framing problems and have a strategic mindset. They will be responsible for converting data driven insights into actions at store level to drive meaningful change and celebrate successes.

As a people leader, they will be responsible for providing a clear vision for their team while supporting their direct reports in their professional development. The incumbent will equally enjoy looking at the bigger picture and focusing in on the details to ensure forward thinking strategies are grounded in operational excellence.

Lastly, the incumbent will need to have strong relationship skills as they connect with many leaders across both the Division and Loblaw Enterprise and work closely with the National Operations Leadership Team.

Primary Responsibilities

• Provide a clear vision and effective leadership to develop, support and drive strategic innovation to create a holistic Customer Experience program to drive a positive experience across the many channels we engage in with our customer base with key measurables
• Ability to work cross-functionally to conceptualize, validate and lead the execution of initiatives influencing change management behaviours and mindsets
• Be responsible to lead the creation of a divisional Objectives and Key Results (OKR) program
• Create an engaging culture leveraging off our CORE principles and BLUE culture
• Work in strong collaboration with various teams and leaders within the business to identify key customer and communications opportunities including but not limited to the National and Regional Operations team and the Enterprise Customer Centre of Excellence
• Convert data insights into store level actionables, working with the regional field teams
• Develop and implement competitive customer centric strategic programs and initiatives to be executed in stores with the goal of delivering exceptional satisfaction to our customers and store employees.
• Prepare senior level reports and presentations for the Management Board, Peers meetings, conference presentations, and presentations for internal team meetings
• Conduct research and understand key drivers of customer satisfaction at SDM stores. Share relevant insights and trends and develop strategic initiatives to deliver on insights ensuring programs are appropriate and relevant for store level
• Keep programs updated and meaningful, while identifying opportunities for continuous improvement in delivering the best experiences for customers in stores.
• Review customer complaints escalated by our enterprise customer management call center to identify trends impacting the customer experience journey.
• Responsible for market analysis in support of strategic operational programs recommended to stores while balancing customer satisfaction to ensure competitive advantage. Collaborate with other areas including Real Estate, Analytics and Marketing.

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars - Environment, Sourcing and Community - and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values - Care, Ownership, Respect and Excellence - guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits - these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.

If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Please Note:
Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.