Job Summary

The Customer Experience (CX) Manager is a strategic leadership role focused on bridging the gap between a brand’s promise and the actual customer reality. In Ottawa’s competitive market—ranging from high-tech SaaS firms to federal crown corporations—this role acts as the “Voice of the Customer.” You will use “wit” to interpret complex behavioral data and “grit” to influence internal stakeholders to prioritize long-term loyalty over short-term metrics.

Job Details

Location: Ottawa, ON (Hybrid and In-person options available).
Salary Range: $70,200 – $108,000 per year (Reflecting the high demand for CX maturity in the National Capital Region).
Status: Full-time.
Core Focus: Net Promoter Score (NPS) growth, churn reduction, and cross-functional alignment.

Key Responsibilities: The CX Lifecycle

You are responsible for the holistic “End-to-End” journey of every person who interacts with the organization.

Customer Journey Mapping: Visualize every touchpoint—from the first digital ad to the final support ticket—to identify “Pain Points” and “Moments of Delight.”
Data-Driven Insights: Analyze Qualitative (surveys, interviews) and Quantitative (churn rates, time-to-resolution) data to find the “Why” behind customer behavior.
Process Improvement: Design and implement operational changes (e.g., streamlined onboarding or automated feedback loops) to eliminate friction.
Stakeholder Management: Act as the “Internal Diplomat,” aligning Product, Sales, and Support teams around a singular, customer-centric roadmap.
Voice of the Customer (VoC) Programs: Build systems to capture real-time feedback and ensure it reaches the decision-makers who can act on it.

Candidate Profile & Qualifications

The “Analytical Diplomat”: You must be comfortable with data visualization tools (Tableau, PowerBI) while possessing the emotional intelligence to lead through influence.
Strategic Wit: Proven ability to turn a “Detractor” into a “Promoter” through strategic intervention and service recovery.
Technical Proficiency: Experience with CRM systems (Salesforce, HubSpot) and CX platforms (Medallia, Qualtrics, Zendesk).
Communication Grit: Exceptional presentation skills are required to “tell the story” of the customer to executive leadership.

Technical Insights: The CX Maturity Model

In 2026, the best CX Managers move beyond “Customer Service” into “Customer Science.”

Predictive Churn Modeling: You will work with data teams to identify “At-Risk” customers before they leave, using behavioral triggers like declining login frequency or increased support tickets.
Omnichannel Consistency: Ensuring that the experience on a mobile app matches the experience in a physical store or over a phone call.
User Effort Score (UES): Moving beyond “satisfaction” to measure “effort.” The easier a task is to complete, the higher the long-term retention rate.

Diversity and The Ottawa CX Market

Ottawa’s unique economic landscape provides a diverse range of opportunities for CX professionals.

The Bilingual Standard: In the Ottawa-Gatineau region, providing an exceptional CX often requires a seamless English and French experience. Bilingual managers often command the higher end of the $108k salary range.
The Tech-Public Sector Hybrid: Ottawa is home to both global tech giants and federal agencies. CX Managers in the public sector focus on “Citizen Experience,” applying private-sector efficiency to government services.
Growth in 2026: CX has shifted from a “nice-to-have” to a “core business driver.” Companies in Ottawa now view CX as their primary competitive advantage in a world where products are easily replicated.

Job Description

Do you believe that a company’s most valuable asset is its reputation in the mind of the customer? Various Employers in Ottawa are seeking a Customer Experience Manager. We aren’t looking for a “manager of complaints”; we are looking for a strategic architect who has the “grit” to challenge the status quo and the “wit” to prove that happy customers equal a healthy bottom line. If you want to be the champion for the people who pay the bills, you belong in this role.

In this role, you are a “Transformation Lead.” You understand that every interaction is an opportunity to build or break trust. Your goal is to provide “Excellence in Human-Centric Design,” ensuring that our brand is synonymous with ease and empathy. We look for “Empathy-first” professionals who are analytical, persuasive, and ready to lead the charge for a better customer journey.

Joining an organization as a CX Manager means having a seat at the table where the most important decisions are made. We offer a competitive salary that reflects your impact on the company’s growth and longevity. If you are a leader with a commitment to “Continuous Improvement and Stakeholder Alignment,” we invite you to apply and help us define the future of customer experience in Ottawa.

Ottawa’s Workforce Landscape: A 2026 Snapshot

The National Capital Region’s employment scene in 2026 is defined by a “long-view” strategy. While the federal government remains a massive presence, a shift is underway: public sector scale-backs are being met by a resilient private sector—particularly in tech, specialized consulting, and healthcare—that is competing for talent through enhanced benefits and “people-first” cultures.

1. Public Sector & Institutional Giants

The federal government remains the region’s largest employer, though 2026 is marked by a “low-hire, low-fire” dynamic and a focus on digital transformation.

Government of Canada: Spanning departments like Employment and Social Development Canada (41,000+ employees) and Health Canada (10,000+), the culture is currently centered on stability and “top-tier” parental and retirement benefits.
The City of Ottawa: Recently named a 2026 Top Employer for the 14th consecutive year, the City is a leader in “Equity, Diversity, and Inclusion,” employing over 17,000 people in municipal service and community development.
Healthcare Pillars: The Ottawa Hospital and CHEO (Children’s Hospital of Eastern Ontario) are critical employers, with CHEO being noted for its generous tuition subsidies (up to $8,000 annually) for professional development.

2. High-Growth Tech & Global Consulting

Ottawa’s tech scene (Silicon Valley North) is pivoting toward stability and high-impact infrastructure.

Kinaxis & Shopify: Long-time anchors of the local tech economy, Kinaxis continues to lead in supply chain agility, while Shopify remains a major platform for digital commerce talent.
CPCS Transcom Ltd: A global infrastructure consultancy headquartered in Ottawa. Named a 2026 Top Employer, it is recognized for its unique “DEEPER IF” values (Depth, Evidence, Excellence, Pragmatism, Entrepreneurship, Respect, Impact, and Fun) and employee-ownership model.
Ciena & MDA Space: Major players in telecommunications and aerospace, respectively. MDA Space currently employs over 3,000 people globally, with a significant R&D presence in the region focused on satellite and space exploration tech.

3. Professional Services & Finance

The local financial and legal sectors are seeing strong demand for senior practitioners who can navigate the complexities of a fluctuating economy.

Bank of Canada: Employs over 2,250 people and is highly rated for its defined benefit pension plans and retirement planning support.
Alterna Savings: A top regional employer known for its “next-gen” outreach, including robust co-op and paid internship programs for young professionals.
BDO Canada: A leading professional services firm recently celebrated for its inclusive environment and support for early-career growth in audit and tax.

4. Construction & Infrastructure

Major urban development is a primary driver of employment in 2026, particularly the New Civic Hospital project and modular housing initiatives.

Ottawa Community Housing (OCH): Managing two-thirds of the city’s housing portfolio, OCH was named a 2026 Top Employer for the ninth year running, employing a diverse team across engineering, maintenance, and community support.
Pomerleau & Lundy Construction: Key firms managing the city’s shifting skyline, known for “culture-first” approaches and strong mentorship for project managers and site leads.

To apply for this job please visit jobs-emplois.ottawa.ca.