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Job Description Summary:
The Senior Manager of Customer Experience Programs is responsible for providing leadership and management of strategic process transformation efforts across all business lines for the Customer Experience segment. The primary focus involves managing the process of receiving, analyzing, triaging, allocating ownership, and tracking of customer and employee issues. This manager will need to work closely with various stakeholders across the organization and all levels to effectively carry out responsibilities, regularly reporting on the process to senior leadership.
Job Description:
Essential Duties and Responsibilities include the following: (Other duties may be assigned.)
- Champion the customer through all our customer journeys by identifying their needs and expectations for one or multiple product lines
- Map end-to-end customer experience touch points
- Identify areas of dissatisfaction and develop plans to monitor and make improvements that will ultimately lead to improved customer experience
- Direct all aspects of data collection, analysis, and improvement recommendations; constantly review and measure the customer experience
- Drive the process to identify and correct gaps in the customer experience
- Influence and align cross-functional stakeholders to develop an actionable plan for addressing Voice of the Customer gaps
- Work in close collaboration with key stakeholders (sales/marketing, product, operations, compliance, etc.); establish strong cross-functional relationships in order to implement improvement initiatives
- Serve as the primary point of contact for the cross-functional team; effectively manage initiatives from business requirements through implementation
- Establish and measure the success of each initiative via appropriate metrics or dashboard
- Establish a framework to ensure every employee understands how they impact the customer experience
- Establish operations and governance for customer experience
- Lead cross-functional teams to deliver customer experience initiatives; be accountable for the successful end-to-end project management and delivery of key customer experience projects
- Work with external vendors and business units to ensure new tools and capabilities are shared and leveraged
- Establish reporting cadence to help business understand progress on customer experience metrics and initiatives
- Act as an enabler for customer experience activities, delivering best practices, tools and guidance across the organization
Knowledge, Skills and Abilities Requirements:
- Strong analytical, problem-solving and project management skills and the ability to influence large, diverse groups through fact-based analysis and decision-making; ability to do advanced analytics in Excel
- Ability to work under pressure and insist to advocate for customer experiences
- Ability to think big and deliver initiatives from conception through completion
- Proven ability to handle multiple competing priorities, and ability to adapt in a flexible and fast-paced environment
- Solid program management skills, excellent oral and written communication skills
- Ability to analyze quantitatively, problem-solve, and scope business requirements
- Excellent speaking-listening-writing skills, attention to details, proactive self-starter
- Ability to build and give presentations to multiple levels within the business as a storyteller
Education and/or Experience Requirements:
- Bachelor’s Degree
- 7+ years’ of experience in executing customer/client experience strategies in B-to-B, B-to-C or B-to-B-to-C companies, leading product management, leading six sigma change initiatives, strategy/management consulting and/or product commercialization efforts
- Strong process management experience in complex and ambiguous environments with the ability to analyze and improve processes