Customer Experience Program Lead

Overview The Customer Experience Program Lead focuses on improving Circle K’s customer‑facing programs by identifying, prioritizing, and eliminating recurring customer pain points. This individual‑contributor role partners closely with stakeholders across Global Customer Care, Operations, Digital, Loyalty, Marketing, and Technology to drive scalable solutions that improve customer satisfaction and brand loyalty. Responsibilities Serve as the customer experience owner for assigned programs (EasyPay, Gaming, Mobile App, Promotions, Loyalty, Carwash, Food Programs, Social Media, Digital Care Channels). Use VOC feedback, complaints, and operational insights to identify recurring issues and customer pain points. Define priority improvement areas and measurable targets on a quarterly basis (e.g., reduction in complaint volume or repeat contacts). Drive sustainable, scalable solutions that eliminate issues at the source rather than temporary fixes. Align improvement efforts with Global Customer Care’s mission framework: eliminate pain points, deflect issues, automate repetitive interactions, enrich the overall experience, and proactively prevent issues. Collaborate with cross‑functional teams (Operations, Digital, Loyalty, Marketing, Technology, analytics) to translate insights into actionable requirements and influence prioritization. Define, track, and report success metrics and key results aligned to customer experience outcomes, presenting monthly updates to leadership. Qualifications Bachelor’s degree in Business, Communications, Marketing, Operations, or a related field (preferred). 4–6+ years of experience in customer experience, program management, operations, or product management. Experience working with VOC data, complaints, CX metrics, or customer feedback programs. Proven cross‑functional collaboration skills to drive change. Experience in retail, consumer services, or multi‑location environments (preferred). Strong customer‑first mindset, root‑cause identification, scalable solutions, analytical and problem‑solving skills. Excellent communication, presentation skills, ability to influence without direct authority. Highly organized with ownership and follow‑through; comfortable in fast‑paced, evolving environment. Benefits Group insurance program Pension plan Share purchase plan Paid time off Employee discounts Training and development opportunities Recognition and rewards programs Mentorship and scholarship opportunities Equal Opportunity Employer Circle K is an Equal Opportunity Employer. The Company complies with the Americans with Disabilities Act (the ADA) and all state and local disability laws. Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the ADA and certain state or local laws as long as it does not impose an undue hardship on the Company. Please inform the Company’s Human Resources Representative if you need assistance completing any forms or otherwise participating in the application process. #J-18808-Ljbffr