There are some GREAT PEOPLE out there... we should know we hire them!

Customer Experience Specialist

Date: Sep 15, 2023

Location: Niagara Falls, ON, CA

Full Time

Application Deadline: October 1, 2023


Are you passionate about customer experience design? Are you highly organized with exceptional project management skills?

The Customer Experience Specialist is responsible for fostering customer loyalty by driving insights-based design of customer and employee surveys, as well as planning and execution of various components of the customer experience program.

If you would like to be on a team of Great People delivering great service, we may have just the opportunity for you.


The job involves:


  • Executing the customer experience survey, including coordinating updates with our third-party survey provider, Medallia.
  • Facilitating quantitative and qualitative research with customers and employees to drive the customer experience program and employee engagement initiatives; summarizes research data and provides analysis on the findings.
  • Understanding the gaming and entertainment business to better anticipate service delivery challenges and sourcing solutions to enhance the customer experience.
  • Ensuring that the customer survey being used complies with all internal and OLG requirements and policies.
  • Sharing survey data with key stakeholders; provides analysis and interpretation on the information.
  • Liaising with management and staff to build customer journey maps and various visual aids to assist departments with optimizing touch points on the customer experience continuum.
  • Collaborating with front and back of house departments to introduce and maintain customer service standards across the organization adding to the overall customer experience.
  • Establishing and documenting processes and standards for use by departments; follows up to determine success rate and ensures any updates/revisions are captured.
  • Flexibility to support a 24/7 operation.


The ideal candidate has:


  • University degree in behavioural sciences, business, communications or suitable equivalent.
  • Minimum 3-5 years’ progressive experience in customer experience, market research, user experience design, or similar roles.
  • Knowledge of Medallia Experience Cloud SaaS platform.
  • Experience with managing and conducting quantitative and qualitative research; ability to facilitate group sessions.
  • Excellent organizational skills to effectively plan, organize and execute responsibilities.
  • Proven skills in building visual aids and diagrams, report writing, and data analysis.
  • Excellent computer skills and Superior analytical skills - both quantitative and qualitative.
  • Etre bilingue est un atout.



We thank all applicants for their interest, however, only those selected for an interview will be contacted


Niagara Casinos is committed to creating an accessible and inclusive environment by providing equal opportunity to candidates of all abilities.

Accommodations are available upon request for candidates taking part in all aspects of the selection process.