Principal Customer Experience Manager – Customer Journey

Role Overview

• Collaborate cross-functionally to link business goals, architectures, and requirements frameworks to identify customer experience opportunities
• Analyze and model interactions among people, processes, and technology to guide technology strategies and achieve business objectives
• Capture and analyze business goals and processes to suggest improvements supporting strategic and operational targets
• Identify and resolve service interaction pain points to improve service performance and align with sales metrics
• Serve as subject matter expert for customer experience considerations during new initiative launches and monitor ongoing performance
• Engage with field leadership and operational teams to inform experience strategy and provide recommendations to executive leadership
• Also responsible for other duties/projects as assigned by business management as needed
• Elite problem solver

Requirements

• Bachelor's Degree and 7 years of related work experience OR a combination of education and experience deemed equivalent
• Must be proficient and experienced in understanding Customer Journey work
• C-Site level capabilities in MS PowerPoint are non-negotiable
• Acceptable areas of study include Business Administration, Marketing, Communications or related field (Preferred)
• 4 years project or program management (Preferred)
• Experience leading complex cross functional efforts across multiple enterprise functions (Preferred)
• Extensive experience planning and deploying either business or IT initiatives (preference for both) with experience modeling business processes using a variety of tools and techniques (Preferred)
• Prior experience supporting Frontline Operations across multiple lines of Business (example; Retail, Dealer, Care, Telesales, Business to Business) (Preferred)
• Proven leader in establishing, innovating and improving customer and frontline experience processes
• 4+ years’ experience in process design/management including proven success in process design, optimization, analysis and documentation (Preferred)
• The ability to articulate the relationship between business strategy, customer experience and technology strategies (Required)
• The ability to recognize structural issues within the organization, functional interdependencies and cross-silo redundancies. Those issues may exist in role alignment, process gaps and overlaps, and business capability maturity gaps (Required)
• A broad, enterprise-wide view of the business and varying degrees of appreciation for strategy, processes and capabilities, enabling technologies, and governance (Required)
• Team player able to work effectively at all levels of an organization with the ability to influence others to move toward consensus. Strong facilitation and problem-solving skills are necessary (Required)
• Excellent communication skills, both written and oral, and the ability to convey results in a summary and persuasive manner (Required)
• Fluency in the use of all MS Office applications, including next level understanding of MS Excel (Formulas) and MS PowerPoint (Required)

Benefits

• medical, dental and vision insurance
• flexible spending account
• 401(k)
• employee stock grants
• employee stock purchase plan
• paid time off
• up to 12 paid holidays
• paid parental and family leave
• family building benefits
• back-up care
• enhanced family support
• childcare subsidy
• tuition assistance
• college coaching
• short
• and long-term disability
• voluntary AD&D coverage
• voluntary accident coverage
• voluntary life insurance
• voluntary disability insurance
• voluntary long-term care insurance
• mobile service & home internet discounts
• pet insurance
• access to commuter and transit programs