CX Manager

Responsibilities

• Responsible for designing, managing, and implementing CX research initiatives in support of strategic and marketing decisions, with a focus on customer satisfaction/performance monitoring
• Conduct and analyze qualitative and quantitative research and turn the results into actionable recommendations
• Maintain technical expertise and knowledge of marketing and UX research, analysis, survey tools and strategic planning principles and techniques
• Complete advanced CX analysis with quantitative and qualitative data to understand trends, root causes and key drivers, illustrating opportunities to help the organization improve Customer Experience consistently and cohesively
• Play a leadership role in technology and process assessment of key customer touchpoints
• Constantly operate with a customer centric mindset and ability to analyze most important components of customer engagement that can help drive business solutions and improve customer experience
• Partner with business counterparts to understand and align CX strategy to operational and digital transformation goals
• Develop and maintain in-depth knowledge of the Company’s products and services, Enterprise-wide

• Bachelor’s degree required (Masters a plus), preferably in Business, Marketing, Market Research, Economics, Statistics, or Psychology/Sociology
• 5-6+ years of experience delivering value to customers through research, problem solving, analytics, and/or digital assets, or equivalent relevant experience
• Deep understanding of common CX metrics and measurement systems (NPS, CES, etc.); as well as the customer journey and behaviors & expectations to invest in technology
• Experience delivering data and/or digital based solutions that have a direct impact on customer experience
• Proven experience completing advanced CX data analysis; familiarity with statistical modeling and analytic tools (SPSS, SAS, R, SQL/Teradata, Qualtrics, Tableau etc.) a plus
• Strong business, financial and digital acumen
• Results oriented with strong people, leadership and change management skills
• Strong problem solving and critical thinking ability
• Excellent time management and organizational skills to be able to balance multiple competing priorities
• Experience executing on technical process oriented projects
• Demonstrates strong focus on quality delivery and delighting customers; holds self to high standards of delivery
• Demonstrates strong oral and written communication skills with ability to effectively present to varying levels of leadership including senior leaders.

• CX research
• qualitative research
• quantitative research
• CX analysis
• statistical modeling
• analytics
• NPS
• CES
• SQL
• Tableau

• leadership
• customer centric mindset
• problem solving
• critical thinking
• time management
• organizational skills
• change management
• communication skills
• results oriented
• focus on quality delivery