Company Description KingdomBuilding Leadership, Inc. (KBL) is focused on developing high-impact business and community leaders through training in leadership, high performance growth, and healthy high-achieving teams. Using proprietary SalesMRI (c) and SalesSOAP (c) methodologies, KBL equips sales professionals and leadership teams with skills to drive rapid, sustainable revenue growth. The organization’s mission is to build a new generation of purpose-driven leaders and sellers, grounded in science and supported by technology, advanced analytics, and adult-learning techniques. KBL’s culture is anchored in service, generosity, and courage, and the company has a proven track record of helping clients dramatically increase their impact and revenues. Recent client engagements have achieved up to 300% revenue growth over four years and more than 100% growth within 12 months.
Role Description The Head of Customer Experience is a contract role responsible for designing and leading customer experience strategies that align with KBL’s mission and values. This hybrid position is based in Edmonton, AB, with flexibility for some work from home. Day-to-day responsibilities include mapping and optimizing the end-to-end client journey, monitoring customer satisfaction, and identifying opportunities to enhance service delivery and program effectiveness. The role involves collaborating with leadership, sales, and training teams to ensure consistent, high-quality interactions across touchpoints, using data and analytics to inform decisions. The Head of Customer Experience will also develop feedback loops, manage customer issue resolution, and implement continuous improvement initiatives that elevate the experience for clients and partners.
Qualifications
- Candidates should possess strong Customer Experience Management and Customer Experience skills, including the ability to design and execute client journey strategies.
- Candidates should possess Customer Satisfaction and Customer Service skills, with a track record of improving client outcomes and resolving issues effectively.
- Candidates should possess solid Analytical Skills, with experience using data and insights to drive customer-focused decisions and measure impact.
- Experience leading customer experience or customer success functions in professional services, consulting, training, or sales enablement environments is beneficial.
- Proven ability to collaborate with cross-functional teams, influence stakeholders, and lead change initiatives that enhance client relationships.
- Strong communication, facilitation, and presentation skills, with comfort engaging senior leaders and diverse client groups.
- Experience working in hybrid environments and managing client interactions both in-person and virtually is an asset.
- Social media successes & event planning in business, marketing, communications, organizational development, or a related field, or equivalent experience, is preferred.
Hours
- On average, 10-20 hours per week to start
. Additional hours based on performance.
Hourly rate
- $15 - 30 / hr depending on experience and references
