Customer Experience Portfolio Lead
- Greater Montreal Metropolitan Area, QC, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Posting language
- English
- Posted
Original job description
We are looking for an experienced CX Portfolio Lead to drive the evaluation, governance, and value delivery of our customer experience initiatives. Reporting to the CX Senior Manager, this role works closely with data analysts and CX champions to prioritize opportunities, build financial business cases, and track realized ROI across the portfolio. It is well suited to someone who enjoys structured decision-making, financial modelling, and driving accountability across functions.
You’ll Have The Opportunity To
Pipeline and Business Cases
BRP is dedicated to nurturing a culture that invites, connects, and propels the ambitions of people of all backgrounds, profiles, beliefs and experiences. Ultimately, the diversity and uniqueness of our people fuel our ingenuity and set the course for the path ahead!
For this reason, we value diversity and we strive to always push each other forward to build an inclusive workplace where every employee feels like they belong, where they can grow and find meaning.
AT BRP, WHEN WE TALK ABOUT BENEFITS, WE GO ALL IN.
Let’s start with a strong foundation - You want it, we have it:
We’re a world leader in recreational vehicles and boats, creating innovative ways to move on snow, water, asphalt, dirt and even in the air. Headquartered in the Canadian town of Valcourt, Quebec, our company is rooted in a spirit of ingenuity and intense customer focus. Today, we operate manufacturing facilities in Canada, the United States, Mexico, Finland, Australia and Austria, with a workforce made up of close to 17 000 spirited people, all driven by the deeply held belief that at work, as with life itself, it’s not about the destination: It’s about the journey.
You’ll Have The Opportunity To
Pipeline and Business Cases
- Maintain the central CX opportunity pipeline across all business units.
- Own financial models and ROI business cases for proposed initiatives.
- Define, apply and maintain evaluation criteria to rank and balance quick wins with strategic projects.
- Prepare decision packages and recommendations for CX steering committees.
- Lead portfolio reprioritization and manage central decision logs.
- Monitor stage-gate progress, metrics impact (NPS, CLV), and realized value.
- 5+ years in portfolio/PMO/operations management with a focus on CX initiatives.
- Strong financial modelling, business case development, and ROI tracking skills.
- Experience with stage-gate governance and benefits realization frameworks.
- CCXP certification and/or experience with dealer networks/powersports (asset).
BRP is dedicated to nurturing a culture that invites, connects, and propels the ambitions of people of all backgrounds, profiles, beliefs and experiences. Ultimately, the diversity and uniqueness of our people fuel our ingenuity and set the course for the path ahead!
For this reason, we value diversity and we strive to always push each other forward to build an inclusive workplace where every employee feels like they belong, where they can grow and find meaning.
AT BRP, WHEN WE TALK ABOUT BENEFITS, WE GO ALL IN.
Let’s start with a strong foundation - You want it, we have it:
- Annual bonus based on the company’s financial results
- Generous paid time away
- Pension plan
- Collective saving opportunities
- Industry leading healthcare fully paid by BRP
- Flexible work schedule
- A summer schedule that varies by department and location
- Holiday season shutdown
- Educational resources
- Discount on BRP products
We’re a world leader in recreational vehicles and boats, creating innovative ways to move on snow, water, asphalt, dirt and even in the air. Headquartered in the Canadian town of Valcourt, Quebec, our company is rooted in a spirit of ingenuity and intense customer focus. Today, we operate manufacturing facilities in Canada, the United States, Mexico, Finland, Australia and Austria, with a workforce made up of close to 17 000 spirited people, all driven by the deeply held belief that at work, as with life itself, it’s not about the destination: It’s about the journey.
More about this job
Responsibilities
Manage the central customer experience opportunity pipeline, develop financial models and ROI business cases, and apply evaluation criteria to prioritize initiatives across business units. Prepare recommendations for steering committees, lead portfolio reprioritization, and monitor stage-gate progress, customer metrics, and realized value.
Requirements
Requires at least five years of portfolio, PMO, or operations management experience focused on customer experience initiatives, along with strong financial modeling, business case development, and ROI tracking skills. Experience with stage-gate governance and benefits realization frameworks is expected; CCXP certification and dealer network or powersports experience are assets.
Skills
- Portfolio Management
- Customer Experience
- Financial Modeling
- Business Case Development
- ROI Tracking
- Stage-Gate Governance
- Benefits Realization
- Opportunity Pipeline Management
- Evaluation Criteria
- Portfolio Prioritization
- Decision Package Preparation
- Decision Log Management
- Metrics Monitoring
- Cross-Functional Collaboration
- NPS
- CLV
Benefits
- Annual Bonus
- Paid Time Off
- Pension Plan
- Collective Savings Opportunities
- Fully Paid Healthcare
- Flexible Work Schedule
- Summer Schedule
- Holiday Season Shutdown
- Educational Resources
- Discounts On BRP Products
Visa sponsorship
Not detected in the job text
Categories
- Management & Leadership
- Customer Service & Support
- Finance & Accounting
- Manufacturing
Keywords
- Customer Experience
- CX Portfolio
- Portfolio Management
- PMO
- Operations Management
- Opportunity Pipeline
- Financial Modeling
- Business Cases
- ROI Tracking
- Evaluation Criteria
- Portfolio Prioritization
- Stage-Gate Governance
- Benefits Realization
- Steering Committees
- Decision Logs
- NPS
- CLV
- CCXP
- Dealer Networks
- Powersports
- Data Analysts
- CX Champions