Role - Senior Program Manager Location - Toronto, ON

Role Description Lead the end-to-end delivery of a global VoC Measurement Evolution program. Drive the design, coordination, and implementation of a standardized, enterprise-wide VoC framework to improve decision-making and link business outcomes across Canada, US, and Asia. Report to the Director, Customer Experience Transformation within the Global Customer Experience team. Lead execution across core workstreams, ensuring alignment, progress, and on-time delivery. Develop and roll out a future-state VoC measurement framework including NPS, CSAT, and journey-based measurement. Coordinate global deployment of rNPS and competitive benchmarking capabilities. Establish and operationalize enterprise VoC standards, governance, and intake processes (including B2B measurement). Oversee implementation of a redesigned VoC ecosystem including survey rationalization, trigger-based measurement, and dashboard rollout. Partner with data and technology teams to resolve data quality, integration, and reporting challenges. Implement a closed-loop listen–learn–act model including alerts, SLAs, and insight-to-action processes. Manage cross-functional stakeholders (CX, Product, Ops, Data, Marketing, regional teams) and external partners (e.g., Medallia, Ipsos). Drive program governance, executive reporting, and milestone tracking. Expected Outcomes / Deliverables Enterprise VoC measurement architecture and metric framework linked to business outcomes. Standardized rNPS model and executive reporting across markets. Documented VoC standards, governance model, and compliance framework. Streamlined survey ecosystem with trigger-based measurement implementation. Improved data quality, consistency, and reporting integration (VOICE and downstream systems). Fully operational closed-loop feedback and action framework. Essential Skills 5+ years in program management, CX transformation, or analytics-led change initiatives. Proven experience leading complex, cross-market programs in financial services or similar regulated industries. Deep understanding of VoC, NPS, and CX measurement methodologies. Strong ability to translate data and insights into business outcomes. Experience working with VoC platforms (e.g., Medallia) and analytics teams. Exceptional stakeholder management and executive communication skills.