Posted 5 days ago
National Manager, Customer Experience Strategy
@ Belron Canada Incorporated
Montréal, Quebec
Overview
Belron Canada, the home office of Speedy Glass, Lebeau vitres d'auto and Vanfax, is hiring a National Manager, Customer Experience Strategy to lead its national CX strategy. The role covers customer journey mapping, Voice of Customer insights, CX KPIs and cross-functional transformation initiatives, with a hybrid arrangement and full-time employment. Bilingual French and English is required.
Responsibilities:
- Lead the national customer experience strategy across Canada
- Map and optimize end-to-end customer journeys
- Analyze Voice of Customer and feedback data into recommendations
- Establish CX measures and KPIs such as NPS and CSAT
- Partner with Operations, Marketing, Digital and Technology teams
Requirements summary:
- Solid experience in CX strategy, customer journey or service design
- Experience running CX transformation initiatives
- Strong knowledge of journey mapping and VoC methodologies
- Strong stakeholder management and influencing skills
- Bilingual in French and English
Tools & skills
Source and dates
Employer career site / ATS feed · workday
- Employer posting date
- 2026-11-02
- First seen by our source
- 2026-10-29
- Source record updated
- 2026-11-03
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Senior |
| Department | Business operations |
| Hours per week | 40 (estimated) |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English, French |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Belron Canada Incorporated
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Full company description
At Belron, you are walking into an environment where people go out of their way to get to know you, support you, and help you be the best that you can be. You will quickly understand that everyone is rooting for you to thrive. This is because we understand that when you succeed, we all succeed. Once you experience the Belron culture for yourself, you will wonder how so many genuine and inspiring people could work at the same place, and why it is so easy for you to belong. Belron was born in Cape Town, South Africa in 1897. Since then, our mission to solve people’s problems with great care has spread across the globe, and we are now the world’s leader in automotive glass repair. With over 32,000 employees in 34 countries, we don’t take this responsibility lightly. We are always looking for ways to innovate in a changing industry, create unexpected happiness, and to make a difference in the world. This is what makes Belron Canada one of a kind.
- LinkedIn followers
- 9,705
- People associated on LinkedIn
- 635
- Reported office locations
- 8288, boul. Pie IX, Montreal, Quebec H1Z 3T6, CA
- 7111 Kennedy Road, Unit # 4, Mississauga, Ontario L5S 0A4, CA
- 240 Botsford Street, Moncton, New Brunswick E1C 4X7, CA
- 9489 200th Street, Unit 101, Langley, British Columbia V1M 3A7, CA
- Other recorded names
- Belron Canada inc
- Specialties
- Automotive glass replacement and repair
- Automotive glass distribution
- and ADAS
- Profile identifies a recruitment agency
- No
At Belron, you are walking into an environment where people go out of their way to get to know you, support you, and help you be the best that you can be. You will quickly understand that everyone is rooting for you to thrive. This is because we understand that when you succeed, we all succeed. Once you experience the Belron culture for yourself, you will wonder how so many genuine and inspiring people could work…
| Field | Value |
|---|---|
| Industry | Vehicle Repair and Maintenance |
| Company size | 1,001-5,000 employees |
| Headquarters | Montreal, Quebec |
| Organization type | Privately Held |
| Specialties | Automotive glass replacement and repairAutomotive glass distributionand ADAS |
| Open jobs on Jobsy | 41 |
| View page |
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.
#LI-Hybrid
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!
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