Customer Experience Manager

Customer Experience Manager (CX)

Job Description

The ideal CX Manager is an experienced customer experience professional with a program/project management background, excellent communication skills, and deep empathy for our customer's everyday struggles and challenges. S/he will lead engagement activities including onboarding to the CX Program, defining, and measuring current state, identifying, and delivering opportunities that directly improve the customer experience. S/he has a unique point of view that brings out the best in the team and their partners, constantly advocating for the customer.

The CX Practitioner may support digital tools and/or operational process changes guiding delivery plans focused on accelerating adoption and usage. S/he should be familiar with voice of the customer metrics, process and journey mapping, persona creation, and solution design processes.

The responsibilities of a CX Practitioner include, but are not limited to:

• Onboard client's teams to the CX Program by conducting in-depth Customer Learning sessions, CX Maturity Assessments, and Voice of the Customer analysis.
• Design, conduct, and evaluate studies to identify key customer interactions that need attention or improvement, documenting requirements.
• Develop personas, journey maps, and other tools to lead teams through problem-solving of complex business and technical challenges that directly impact the customer experience.
• Analyze, quantify, and clearly articulate the value derived from program actions.
• Design new and innovative customer interactions and touchpoints to enhance and differentiate our customer experience.
• Prioritize, manage, and deliver people/process/technology initiatives that optimize the Customer Experience end-to-end and result in quantifiable CX metric improvements.
• Provide thought leadership on the latest CX strategies and tools and seek to constantly advance HCL's position as a leader in Digital Workplace Services.
• Regularly communicate progress and opportunities to all levels of the organization using engaging and informative content.
• Effectively influence fellow leaders and team members to gain support for the CX Program with data and persuasion. Evangelize the Customer Experience mission and vision to all levels of the organization.

• Understand the challenges users face adapting to the new digital technologies, areas of improvement, and ways of working, to assess how these interactions and experiences can be improved.
• Conduct workshops, interviews, surveys, focus group studies, and other engaging activities across the customer's organization to collect and analyze user behavior data.
• Define and track adoption metrics across multiple initiatives in a program by analyzing tool usage data, monitoring end-user adoption, and devising adoption campaigns that include key learning objectives and change management activities.
• Implement change strategies and plans for multiple engagements that can cross-functional boundaries.
• Integrate change management with product management and influence successful mitigation strategies with integrating best practices, change management efforts, and interacting with key stakeholders to enable communication efforts.

• Define Experience plans and drive programs across multiple teams.
• Implement new experience strategies and plans for multiple engagements that extend cross-functional boundaries.
• Define and track metrics across multiple initiatives in a program by analyzing data, monitoring experience metrics, devising experience campaigns that include key learning objectives and driving brand loyalty.

Requirements:

• Bachelor's degree in Business Administration, Management Information Systems, Information Sciences, Engineering, Computer Science, or a related field.
• 3-7+ years of progressive experience in Service Delivery, Operations Management, or Customer Support.
• Strong program management experience including strategic planning, organization, execution, and follow-through.
• Strong data gathering and analytical skills which translate to action for improvement.
• Good presentation skills to build and share inspiring visual stories and use cases.
• Strong collaboration and influencing interpersonally, at all levels, to build alignment and drive closure on issues and results.
• Ability to adapt and change with the needs of the organization and business.
• Understanding of digital workplace solutions that enable collaboration, communication, and knowledge sharing.
• Recent experience as part of a Customer Experience organization preferred.