Customer Experience Manager

Responsibilities:

Develop positive customer experiences that create client and consumer value and satisfaction, retention, and growth, building on Voice of the Customer (VOC) feedback, and qualitative and quantitative data.

Participate as a Customer Experience subject matter expert on new client/program/product launches to scope and deliver the desired customer experience for all touchpoints. This includes creating all customer experience processes and customer communications.

Support and advocate the Customer Experience on cross-functional teams (including operations, sales, creative, and technical talents) to ensure the design and delivery of a consistent and superior customer experience, when new policies and processes are drafted, and for existing policies and processes, identify and drive improvements to the customer experience.

Delivering CX projects and collaboratively working with department leads and functional heads to deliver a superior experience for our client’s consumers.

Recommend improvements based on findings and present solutions to Account Managers, and other business stakeholders for implementation and action.

Work collaboratively across departments to understand the business needs and how they contribute to the customer’s experience. Provide insights and advice to best deliver best in class customer journey.

Provide monthly NPS reports by client and survey type, and action plans to enhance overall experience.

Perform analysis on available data including VOC listening posts, operational metrics, and other variables (program type, product type, etc.) to identify relationships, trends, and opportunities for improvement.

Perform root cause analysis, including sample audits and text-data mining, to determine drivers of both dissatisfaction and satisfaction.

Requirements:

Minimum 5 years of related business experience in customer-focused management positions - where customer feedback data is continuously collected and analyzed, quality is continuously monitored, and processes are continuously improved.

Analytical and problem-solving skills.

Working knowledge of on-line analytics as well as VOC tools and methods such as primary research and Net Promoter Score.

Skilled at translating client/customer needs to company policies, procedures, and process flow maps.

Strong oral and written communication skills with ability to interact and build relationships to effectively influence across teams and functional partners.

Strong desire and curiosity to keep abreast of customer experience industry best practices.