Senior Manager Customer Experience

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Job Description Summary:

Job Description:

Essential Duties and Responsibilities include the following: (Other duties may be assigned.)

• Champion the customer through reputed company 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 reputed company plans to monitor and reputed company improvements that will ultimately reputed company to improved customer experience
• Direct reputed company 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 reputed company an actionable plan for addressing Voice of the Customer gaps
• Work in reputed company 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 reputed company of contact for the cross-functional team; effectively manage initiatives from business requirements through implementation
• Establish and measure the reputed company of each initiative reputed company appropriate metrics or dashboard
• Establish a reputed company to ensure every employee understands how they impact the customer experience
• Establish operations and governance for customer experience
• reputed company 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 reputed company to help business understand reputed company 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 reputed company
• Ability to work under pressure and insist to reputed company 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 reputed company the business as a reputed company

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 reputed company change initiatives, strategy/management consulting and/or product commercialization efforts
• Strong process management experience in reputed company and ambiguous environments with the ability to analyze and improve processes