National Manager, Customer Experience Strategy

Automotive glass technology is helping transform how we experience the road. At Belron Canada, the home office of Speedy Glass, Lebeau vitres d’auto and Vanfax we take this seriously, which is why we invest tirelessly on developing our people can realize their full potential.

We welcome applications from everyone, and are firmly committed to diversity, equity and inclusion in the workplace, and take pride in ensuring every member of our team feels empowered.

Your role at a glance

Customer experience is more than service. It’s about understanding the full customer journey, identifying what matters most, and turning insights into experiences that build loyalty and strengthen the brand.

As National Manager, Customer Experience Strategy, you will lead the evolution of our customer experience strategy across Canada. You’ll bring together customer insights, journey thinking, data and cross-functional teams to identify opportunities, influence priorities and drive meaningful improvements across key customer touchpoints.

This is a strategic and highly collaborative role for someone who can connect the dots between customer needs, business priorities and measurable outcomes.

What you’ll be responsible for

• Lead and evolve the national Customer Experience (CX) strategy, aligned with business and brand priorities.
• Champion a customer-first mindset and help embed CX into strategic decision-making.
• Develop and optimize end-to-end customer journeys, identifying friction points, opportunities and moments that matter.
• Leverage Voice of Customer (VoC), customer feedback, insights and data to identify trends and translate them into actionable recommendations.
• Establish and monitor meaningful CX measures and KPIs, such as NPS, CSAT, customer effort and journey-level indicators.
• Partner with Operations, Marketing, Digital, Technology, Analytics and other business functions to advance CX priorities.
• Build compelling business cases and recommendations to influence senior stakeholders and prioritize customer-focused initiatives.
• Lead or contribute to cross-functional CX transformation initiatives, from opportunity identification through implementation and measurement.
• Stay current on customer behaviours, CX practices and market trends to continuously improve the customer experience.

What you bring

• Solid experience in Customer Experience, CX Strategy, Customer Journey, Customer Insights, Service Design, Digital Experience or a related strategic function.
• Experience developing or executing customer experience strategies and transformation initiatives in a complex organization.
• Strong understanding of customer journey mapping, Voice of Customer and CX measurement methodologies.
• Ability to translate customer and business data into clear insights, recommendations and priorities.
• Strong stakeholder management and influencing skills, with experience working across multiple functions and levels.
• A strategic mindset combined with the ability to turn ideas into concrete initiatives.
• Strong communication and storytelling skills, particularly when presenting insights and recommendations to leadership.
• Bilingualism in French and English is required to collaborate with stakeholders across Canada.

You’ll stand out if you...

You naturally look beyond individual customer interactions and consider the entire customer journey.

You’re curious about what customers do, what they need and where their experience can be improved. You’re equally comfortable working with data and insights, facilitating discussions with stakeholders, and influencing decisions that lead to tangible improvements.

We believe that genuine care can make a real difference in the customer experience, and it begins with making a difference in the careers of our team members.

Belron Canada is an integral part of the Belron International family, a global leader in auto glass repair and replacement, and forward-facing digital camera calibration. Belron Canada alone operates 325+ service centres, 2 distribution centres and 26 warehouses across 10 provinces, and is home to over 1,200 employees.

Our pursuit of excellence commits us to providing sustainable world-class care for our communities and the climate.

If you value your career as we value our employees and our customers, there’s no better time to join Belron Canada and #BringOutYourBest with us!

Belron Canada has 325 service centers, 2 distribution centers, 27 warehouses and more than 1,200 employees across the 10 provinces in Canada.

We are operating several familiar household brands, including: Lebeau Vitres d'autos, Speedy Glass, Apple Auto Glass, DURO vitres d'autos, Vanfax and Belron Canada (the head office).

Belron Canada is a member of Belron International, the world leader in vehicle glass repair, replacement and advanced driver assistance system (ADAS) front camera recalibration operating in 29 countries across 6 continents.