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The Opportunity
Closing Date: February 23, 2024 at 4:00 PM
College of Extended Learning (CEL)
The College of Extended Learning (CEL) is the primary lifelong learning outreach vehicle for the University and carries critical community-building and revenue-generation functions. CEL is an educational entrepreneurial unit of UNB that contributes to the economic, social, and cultural life of the province by providing educational programs and services to a wide spectrum of learners within New Brunswick and beyond its borders. Four programming units and three core services units comprise CEL.
WHAT WE OFFER
Full-time | Continuing | Fredericton | Hybrid
UNB is committed to ensuring employees can maintain a healthy work-life balance. As such, we are proud to support a hybrid work approach, which includes flexible hours and work-from-home options.
Standard Work Hours: Mon - Fri | 8:15 am - 4:30 pm | 36.25 hours per week
Salary Range: $53,178 - $69,115 per annum
What you'll do
Responsibilities
YOUR FOCUS
Reporting to the Associate Executive Director of UNB College of Extended Learning, The Learner Experience and Programming Specialist is accountable for fostering an organization-wide culture of customer-centricity. Responsibilities include contributing to the development and execution of a comprehensive strategy that ensures an exceptional customer experience. Such includes guidance and support to functional units that are a part of end-to-end processes spanning the customer/learner experience and life cycle.
- Create a culture of awareness as it relates to the learner and customer experience.
- Advocate for and create an organization-wide view of learner/customer success.
- Educate internal stakeholders on the strategic interplay between digital experience (DX), user experience (UX),
- customer experience (CX), and multi-experience (MX).
- Advocate for the customer in all decision-making processes to ensure that customer needs are at the forefront
- when making strategic decisions.
- Assist in developing and implementing a customer experience strategy.
- Assist in implementing scalable assets to enhance market expansion on a global scale.
- Implement a scalable customer-centric model to improve retention and increase revenue.
- Help develop an overarching end-to-end service architecture that enhanced the customer experience.
- Support intelligent systems as required.
- Provide hands-on creative and strategic input to all product development initiatives.
- Engage in discussions with corporate clients and other stakeholders as necessary.
- Develop operational readiness plans in support of projects.
- Assess and improve workflows in support of the customer/learner experience.
- Ensure the most effective and efficient communications channels are set up for internal stakeholders and
- customers to receive pertinent information.
- Utilize reporting and analytics to identify challenges and opportunities to improve the customer experience.
- Conduct market research to identify systems, processes, and workflows that can enhance the learner experience.
- Other duties as assigned.
WHAT YOU BRING
- A University Degree in Marketing, Business Administration, Education or a related field.
- A minimum of 10 years of experience in customer experience, professional services, product management account management, technical support, or a related field.
Additional Strengths
- A Master's Degree in Marketing, Business Administration, Education or a related field is considered a strong asset.
- Certification in Microsoft Power Fundamentals is considered an asset.
- Complex problem-solving and analytical skills.
- Experience in project management and product management is an asset.
- Organizational, Interpersonal, networking, and influencing skills.
- Ability to grasp business and financial processes.
- Ability to lead and inspire a team.
We're looking for
Core Skills
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A little bit about us
University of New Brunswick
The University of New Brunswick employs more than 3,200 full- and part-time staff, including faculty, support staff and students. UNB values people and we have proudly been named as one of Canada's Top 100 Employers for 2024 and one of Atlantic Canada's Top Employers for 2023.
UNB is situated on the unceded territory of the Wolastoqiyik and Mi'kmaq peoples along the banks of the beautiful and bountiful Wolastoq river, a region recognized worldwide for its natural beauty. UNB is a comprehensive university with a long history of excellence in teaching and research.
Are you interested?
Work With Us
WHY CHOOSE UNB?
UNB offers a large variety of benefits for employees, including a full pension, a minimum of three weeks of vacation annually, the Employee and Family Assistance Program (EFAP), and dental, life, and health insurance.
PROFESSIONAL & TECHNICAL STAFF UNION (PTSU)
This position is part of the PSAC, Local 60551 employee group and falls under the PTSU Collective Agreement.
COMMITMENT TO EQUITY, DIVERSITY & INCLUSION
The University of New Brunswick and PSAC/PTSU Local 60551 are committed to employment equity and fostering diversity within our community and developing an inclusive workplace that reflects the richness of the broader community that we serve. The University welcomes and encourages applications from all qualified individuals who will help us achieve our goals, including women, visible minorities, Aboriginal persons, persons with disabilities, persons of any sexual orientation, gender identity or gender expression. Preference will be given to Canadian citizens and permanent residents of Canada.
We thank all who apply; however, only those selected for an interview will be contacted.