Customer Experience Manager

Customer Experience Manager

 

Our client is a Fortune 500 financial services company with a company-wide push for better customer experience. As they align their organization with their customer experience goals, they're looking for a CX Manager to join their team.

 

The right candidate is someone steeped in market research best practices. They will lead qualitative and quantitative efforts to measure and provide customer feedback. This is a huge opportunity to spearhead organizational change.

 

The CX Manager will sit on a dedicated CX team. The role comes with competitive compensation , work from home flexibility and excellent benefits. Apply today!

Responsibilities:

  • Design, manage and implement customer research initiatives, focusing on customer satisfaction/performance monitoring

  • Lead primary research projects to meet business objectives and information needs

  • Deliver education and training that enables business stakeholders to achieve CX goals

  • Apply CX best practices to support business initiatives

  • Disseminate VOC feedback through reports, dashboards and presentations

  • Partner with business counterparts to align CX strategy to operational goals

 

Preferred Qualifications

  • 3+ years in a market research or customer research focused role

  • Deep understanding of common CX metrics and systems (NPS, CES, etc.)

  • Strong customer bias – the ability to think from the outside in.  Willing to go the extra mile to get the job done for the customer (internal or external) in timely manner.

  • Strong analytical and problem-solving ability

  • Proven experience using survey tools (e.g. Qualtrics) and delivering reports via Excel and PowerPoint

  • Experience with advanced analytical tools (SPSS, SAS, R, SQL/Teradata, etc.) a plus

  • Experience presenting to executives/senior business leaders