Customer Experience Program Lead

Customer Experience Program Lead

At Circle K / Couche-Tard, our mission is simple: make our customers' lives a little easier every day. As we continue to evolve our customer experience and expand our global footprint, we are focused on eliminating customer pain points at the source and delivering seamless, consistent experiences across all customer touchpoints.

If you are passionate about improving customer experience, solving complex problems, and partnering across teams to drive meaningful, measurable change, we'd love for you to grow your career with us.

The Role

The Customer Experience Program Lead plays a critical role in improving and optimizing Circle K's customer-facing programs by identifying, prioritizing, and eliminating recurring customer pain points. This 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.

This is an individual contributor role focused on execution, influence, and outcomes. Using voice-of-the-customer (VOC) insights, analytics, and frontline feedback, this role helps shift Customer Care from reactive issue resolution to proactive issue prevention—ensuring problems are addressed at their root cause.

What You'll Do

Customer Experience Program Ownership

• Serve as the customer experience owner for assigned customer-facing programs, including but not limited to:
• EasyPay
• Gaming
• Circle K Mobile App
• Marketing & Promotions
• Inner Circle Loyalty Program
• Carwash
• Food Programs
• Social Media and Digital Care Channels
• Use VOC feedback, complaints, and operational insights to identify recurring issues and customer pain points.
• On a quarterly basis, define priority improvement areas and establish measurable targets (e.g., reduction in complaint volume or repeat contacts tied to specific drivers).

Pain Point Elimination & Continuous Improvement

• Drive sustainable, scalable solutions that eliminate customer issues at the source rather than temporary or "band-aid" fixes.
• Align improvement efforts to Global Customer Care's mission framework:
• Eliminate customer pain points
• Deflect issues to lower-cost/self-service solutions
• Automate repetitive interactions
• Enrich the overall customer experience
• Identify opportunities to proactively prevent issues before they reach Customer Care.

Cross-Functional Collaboration

• Partner closely with Operations, Digital, Loyalty, Marketing, Technology, and other internal teams to execute improvement initiatives.
• Translate customer complaints, trends, and frontline insights into clear, actionable business requirements.
• Influence prioritization and alignment through data-driven storytelling and customer impact insights.
• Participate in cross-functional planning as a customer experience subject matter expert.

Performance Measurement & Reporting

• Define success metrics and key results aligned to customer experience outcomes.
• Track progress against quarterly goals and broader customer experience KPIs.
• Present monthly updates to Global Customer Care leadership, including:
• Progress against improvement targets
• Key trends and insights
• Risks, dependencies, and blockers requiring leadership input
• Partner with analytics teams to refine reporting and dashboards to ensure insights are actionable and decision-focused.

What You'll Need

Education

• Bachelor's degree in Business, Communications, Marketing, Operations, or a related field preferred.

Experience

• 4–6+ years of experience in customer experience, program management, operations, product, or a related field.
• Experience working with VOC data, complaints, CX metrics, or customer feedback programs.
• Proven experience collaborating across cross-functional teams to drive change.
• Experience in retail, consumer services, or multi-location environments preferred.

Skills

• Strong customer-first mindset with a passion for improving experiences.
• Proven ability to identify root causes and develop scalable solutions.
• Strong analytical and problem-solving capabilities.
• Excellent communication and presentation skills, including executive-level updates.
• Ability to influence without direct authority.
• Highly organized with strong ownership and follow-through.
• Comfort operating in a fast-paced, evolving environment.

Why You Should Work Here

At Circle K / Couche-Tard, our team members are the heart and soul of our business. When you join us, you become part of an innovative, supportive environment where your work directly impacts customers around the world.

Our benefits include:

• 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

Interested?

We'd love to hear from you! Visit our careers page to apply and take your next step toward an exciting role focused on improving customer experiences at scale.

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 to otherwise participate in the application process.