Customer Experience Program Manager

Open Text Corporation•Waterloo, ON

18h

About The Position

OpenText is seeking a talented Customer Operations Program Manager to join the GTS Operations team. In this role, you will be joining a vibrant team at OpenText HQ who are passionate about the experiences of our clients and partners. In this role, you will support and evolve our customer feedback and experience measurement programs. This role is ideal for someone who combines hands‑on administrative expertise in a feedback management platform (such as Forsta or similar) with a strong understanding of CX best practices, analytics, and storytelling. You will play a critical role in translating customer feedback into actionable insights that influence decision‑making, improve customer journeys, and drive measurable business outcomes.

Requirements

Bachelor’s degree in business, analytics, market research, or a related field, or equivalent practical experience.
Administrative‑level knowledge of the Forsta platform or similar enterprise feedback management systems (e.g., Medallia, Qualtrics, etc.).
Strong understanding of CX and VoC best practices, including survey design, sampling, NPS/CSAT/CES, and closed‑loop feedback.
Solid analytical skills with the ability to interpret data, connect insights, and identify root causes.
Experience creating dashboards, reports, and executive‑ready insights.
Strong written and verbal communication skills, with the ability to simplify complex findings.
High attention to detail, organization, and data accuracy.
Experience collaborating with stakeholders across operations, product, or customer support.

Nice To Haves

CXPA certified.
Experience supporting CX programs in a B2B environment.
Familiarity with journey mapping, text analytics, or driver analysis.

Responsibilities

Administer and manage the feedback management system, including survey setup, distribution, reporting, user access, and data quality.
Design and maintain CX dashboards, reports, and scorecards that provide clear, actionable insights for stakeholders.
Partner with business teams to define CX measurement strategies, KPIs, and VoC methodologies aligned to industry best practices.
Analyze quantitative and qualitative customer feedback to identify trends, drivers, and opportunities for improvement.
Translate complex data into clear narratives and recommendations tailored to different audiences.
Support continuous improvement of CX programs, including survey optimization, taxonomy design, and closed‑loop feedback processes.
Ensure data integrity, compliance, and consistency across CX reporting and systems.