Customer Experience Program Manager
- Toronto, ON
- Permanent
- Temps-plein
As a CX Program Specialist, you will strengthen our customer listening infrastructure and advance our insights capabilities. The role has two core focus areas:
Qualtrics Implementation – Manage and continually improve the Qualtrics solution, encompassing XM Discover, to ensure scalable and high-quality listening programs.
Customer Insights – Transform customer feedback into clear, actionable insights through structured analysis, Tableau dashboards, and executive-ready slide presentations.You will enable teams across the organization to use customer insight to drive measurable experience improvements.What You Will Accomplish:Qualtrics Implementation & XM Program DeliveryOwn and optimize the Qualtrics platform (including XM Discover) to support scalable, high-quality CX listening programsDevelop, build, and enhance surveys and listening posts aligned to enterprise CX strategyConfigure dashboards, workflows, and integrations to deliver a seamless and actionable user experienceAnalyze structured and unstructured feedback using XM Discover to surface key themes, risks, and opportunitiesEstablish and implement governance standards for survey design, data integrity, and global compliance (e.g., GDPR)Serve as the main point of contact for Qualtrics, resolving technical issues and enabling teams through training and proceduresCustomer Insights & Business ImpactAnalyze customer feedback to identify trends, root causes, and opportunities to improve the customer experienceSynthesize survey data and text analytics into clear, actionable insights that influence business decisionsBuild and maintain Tableau dashboards to monitor key CX metrics and proactively identify performance shiftsTranslate complex data into compelling, executive-ready presentations and narrativesPartner with stakeholders to prioritize initiatives, recommend solutions, and track the impact of actions takenChampion a customer-first mentality by embedding the voice of the customer into strategic discussions and decisionsWhat You Will Bring:5+ years of experience in Customer Insights, Voice of Customer (VoC), CX, or related rolesDeep expertise in Qualtrics (including XM Discover) and experience leading enterprise-level implementationsStrong analytical and problem-solving skills with the ability to translate data into actionable insightsExcellent written and verbal communication skills, including building and delivering executive presentationsExperience working with cross-functional stakeholders in a fast-paced environment, influencing without authorityProficiency in Tableau or similar tools for dashboarding and data visualizationExperience supporting global CX or listening programs at scale preferredBackground in structured, problem-solving environments (e.g., consulting, strategy, or advisory contexts) preferredRelevant certifications (Qualtrics, XM, CCXP) preferredAdditional DetailsThe base pay range for this position is expected in the range below: C$85,600 - C$114,300Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including RRSP eligibility, various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.This job posting relates to an existing vacancy within eBay.eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at . We will make every effort to respond to your request for accommodation as soon as possible. View our to learn more about eBay's commitment to ensuring digital accessibility.We use cookies to enhance your experience and may use AI tools for administrative tasks in the hiring process. To learn how we handle your personal data and use AI responsibly, please visit our , and .