Customer Experience Associate

Job Title:

Role Summary

The Customer Experience Associate is a customer-facing role responsible for delivering high-quality design consultations and final design reviews to North American homeowners and renovation customers. Associates are responsible for listening, guiding, and translating customer needs into thoughtful kitchen and bath design plans ensuring a smooth and satisfying experience. They are also expected to support fellow associates through collaboration and knowledge sharing, maintaining a positive team culture focused on service excellence.

Key Responsibilities (KRAs)

• Deliver Customer Consultations:

  Conduct virtual consultations to understand project goals, answer questions, and recommend cabinetry solutions.

• Provide Final Design Reviews:

  Confirm layout details, product selections, and design readiness with customers.

• Support Fellow Team Members:

  Collaborate and share best practices to strengthen team consistency and success.

• Respond to Customer Feedback:

  Listen and adapt based on customer needs and input.

• Contribute to Customer Journey Quality:

  Follow all process steps to ensure a seamless, brand-aligned experience.

• Maintain Accurate Documentation:

  Use internal systems to record interactions, designs, and project statuses.

KPIs (Performance Metrics)

• Consultation-to-purchase conversion rate
• First contact resolution rate
• Customer satisfaction score (CSAT)
• Consultation quality audit score
• Peer and team collaboration feedback

Requirements

• Excellent spoken and written English
• Positive, solutions-oriented mindset
• Strong listening and communication skills
• 1–3 years of experience in a customer-facing, design, or sales-related role (retail, home improvement, interior design, or similar)
• Team player with a willingness to learn and grow
• Digital-first mindset; comfortable using software tools (design training provided)
• Design or cabinetry experience is an asset but

  not

  required

  — we will train you!

Special Opportunity

4-week in-person training program in Canada