Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 90 days ago

Senior Director, Customer Experience

407etr14 open roles

Where
Woodbridge, Ontario
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowSenior Director, Customer Experience407etr · Woodbridge, Ontario

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on 407etr's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. 407etr postings stay open a median of 12 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.7%14 days
  5. 35.6%30 days
  6. 58.0%60 days
This job: posted 90 days ago

407etr median: 12 days open

The posting

Position Summary

The Senior Director, Customer Experience is responsible for defining, advancing, and governing the customer experience strategy across 407 ETR’s customer journey. Reporting to the Vice President, Customer Operations, this role leads the development of customer experience priorities, journey management practices, insights, digital enablement opportunities, and cross-functional improvement initiatives that reduce customer effort and strengthen satisfaction, trust, and loyalty. The role partners closely with Customer Operations Delivery, Technology, Marketing, Product, Finance, Legal, Compliance, and other enterprise stakeholders to translate customer insights into actionable initiatives, support digital and AI-enabled transformation, and ensure customer experience considerations are embedded into business decisions.

Responsibilities

Customer Experience Strategy & Governance

  • Define and lead the multi-year Customer Experience strategy in alignment with corporate priorities, customer needs, and enterprise transformation goals.
  • Establish customer experience governance, journey management practices, and prioritization frameworks to ensure customer pain points, insights, and improvement opportunities are translated into actionable initiatives.
  • Act as a trusted advisor to the VP, Customer Operations and senior leaders on customer experience performance, risks, opportunities, and strategic priorities.
  • Represent Customer Experience in enterprise forums, senior committees, and cross-functional decision-making discussions where customer impact is a key consideration.

Customer Insights, Journey Management & Performance

  • Own the customer experience measurement framework, including CSAT, First Contact Resolution, effort scores, complaint trends, journey insights, and other customer performance indicators.
  • Use customer feedback, operational data, analytics, and research to identify customer pain points, emerging trends, and opportunities to improve customer outcomes.
  • Lead journey mapping, customer listening, and insight-to-action practices to support service design and continuous improvement.
  • Partner with Customer Operations Delivery to ensure customer insights inform operational priorities, quality standards, service design, and coaching opportunities.

Digital Experience & Transformation

  • Champion the adoption of digital, AI, automation, self-serve, and advanced analytics capabilities that improve customer experience and reduce friction.
  • Partner with Technology and business stakeholders to identify, prioritize, and deliver digital opportunities that improve service accessibility, consistency, and ease of use.
  • Ensure customer experience requirements are clearly defined and incorporated into technology, process, and service design initiatives.
  • Support change management and adoption strategies for customer-facing digital and process changes.

Cross-Functional Leadership & Continuous Improvement

  • Influence cross-functional partners and senior stakeholders to align priorities, remove barriers, and support delivery of enterprise-wide customer improvements.
  • Provide customer experience input into enterprise projects, policy changes, communications, and process improvements to ensure customer impacts are understood and addressed.
  • Develop business cases, recommendations, and executive updates that connect customer experience opportunities to operational, financial, reputational, and strategic outcomes.
  • Monitor initiative outcomes and ensure customer experience improvements are measured, sustained, and communicated.

People & Talent Leadership

  • Build, develop, and retain a high-performing Customer Experience team with strong capabilities in insights, journey management, digital experience, service design, and stakeholder influence.
  • Lead, motivate, coach, and develop team members while supporting succession planning, IDPs, and talent outcomes.
  • Foster a culture of accountability, innovation, inclusion, psychological safety, continuous learning, and customer advocacy.

Executive Reporting & Communication

  • Prepare and deliver executive-level reporting on customer experience performance, customer insights, improvement priorities, and initiative outcomes.
  • Deputize for the VP, Customer Operations on customer experience matters as required.
  • Communicate complex customer experience insights and recommendations in a clear, concise, and actionable manner for senior leadership audiences.

Qualifications

  • Bachelor’s degree in a related field required; MBA or advanced degree strongly preferred.
  • 10+ years of progressive leadership experience, including a minimum of 5 years at the Director level or above, ideally in customer experience, customer strategy, digital transformation, service design, customer operations, or a related environment.
  • Demonstrated track record of leading customer experience strategy, journey management, customer insights, digital transformation, and AI/automation adoption at scale.
  • Strong analytical capability with experience translating customer data, operational trends, and research into actionable business recommendations.
  • Proven ability to influence senior stakeholders, lead cross-functional initiatives, and align diverse teams around customer-focused outcomes.
  • Strong financial and business acumen, with the ability to connect customer experience initiatives to operational, financial, reputational, and strategic value.
  • Excellent leadership, coaching, executive communication, presentation, facilitation, and change management skills.

We are actively seeking to fill this role as it is a current vacancy.

About 407 ETR

Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area in Ontario, Canada. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.

407 International Inc. is the sole shareholder of 407 ETR and is owned by:

  • Cintra Global S.E., a subsidiary of Ferrovial S.A. (48.29%)
  • Canada Pension Plan Investment Board (CPP Investments) and other institutional investors with non-controlling interests (44.20%)
  • Public Sector Pension Investment Board (PSP Investments) (7.51%)

Learn more at 407etr.com

Note: At 407 ETR, we are committed to fostering a diverse, equitable, and inclusive work environment. We value the unique perspectives and backgrounds of all individuals, and we firmly believe that our individual differences make us stronger as a whole.

Our commitment to inclusion extends beyond recruitment and encompasses an inclusive workplace culture through raising awareness, ongoing training, and encouraging feedback. We aim to create a safe and supportive environment where all employees can thrive.

Accommodation for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against 407etr's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on 407etr's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    407etr's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.