Customer Experience Manager

  • Dec 06, 2017

These competencies describe the required behaviours and expectations for the position:


Customer Experience

Undertakes a regular exchange of information with customers and/or co-workers for mutual benefit to build a network of trust. Manages these relationships on an ongoing basis to ensure alignment and efficiency of effort.


Makes well-thought-out modifications to systems or processes to improve both their impact and performance.

Learning and Innovation

Develops a cross-boundary approach to learning by gaining information from multiple sources and encourages this in others as a strategy for continual improvement. Adapts communication for different audiences.


Acknowledges both organizational and personal capacity to change, based on what is and is not possible or probable. Knows when to say no. Changes approach accordingly, even though this may entail considerable effort to meet the organization’s needs.

Solution Focus

Analyzes relationships among several parts of a problem or situation. Demonstrates resilience by developing personal tactics and techniques to deal with issues and changes encountered in resolving problems.

Teamwork and Partnership

Makes sure the practical needs of the team are met. Uses different leadership styles in response to the needs and goals of the team. 


Relationship Building 

Develops and nurtures contacts with individuals or groups in different parts of the organization or beyond the organization. Establishes broad-based relationships, networks or groups to facilitate opportunities to discuss and share information. 

Customer Business Sense 

Fosters a comprehensive understanding of local markets, industry practices, etc., and their relationship to building and sustaining long-term and stronger customer bonds. Develops business-based perspectives specific to a customer’s situation, taking into consideration both tangible and intangible issues. 

Effective Communication 

Uses alternative or combined communication skills. Clarifies information and concepts in terms that are appropriate. Is conscious of the impact of what is being communicated. Can adapt communication and respond to others, searching for win-win solutions in situations that may be charged with dissent. 

Impact and Influence 

Uses comprehensive influence strategies and actions tailored to different groups. Uses initiative to develop sponsorship and support for ideas to ensure buy-in and ownership.

Intellectual Curiosity 

Makes a systematic effort to conduct research to obtain required information, different perspectives and other relevant sources of material while keeping an enterprise-wide perspective of other initiatives. Typically accomplishes this through formal and informal investigations.