Customer Exp Spec-Mgd Svc

Description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed.

We’re proud to share our story and Make Amazing Happen at CDW.

The Customer Experience Specialist will execute initiatives to improve CDW Services customer experiences and outcomes by creating self-service capabilities and enhancing service delivery processes. The Customer Experience team focuses on improving service delivery from the customer’s perspective while reducing costs to deliver the best possible outcomes.

The Customer Experience Specialist will identify opportunities, build business cases, analyze and document processes, measure outcomes, and execute improvement initiatives. The goals of this role are to create digital self-service features within service delivery platforms that enable customers to consume purchased services, improve experiences for both customers and coworkers, reduce service delivery costs, and support adoption, expansion, and renewal processes for CDW customers.

The ideal candidate is a self-motivated, creative thinker who takes ownership of organizational issues and drives process improvements that create best-in-class experiences for customers and coworkers. A history of leading projects to successful completion is a plus. The candidate should be eager to collaborate across many teams, resolve multi-functional issues that may lack clear ownership, and define measurable project goals. Strong communication skills, critical thinking, and a passion for analyzing processes are essential.

• Champion continual process improvements that enhance customer success management and service delivery.
• Collaborate with teams across CDW Services to improve customer and coworker experiences.
• Evaluate and prioritize ideas for new platform features, measuring outcomes in terms of business and financial impact.
• Develop requirements and business cases to support feature requests.
• Monitor and improve the quality and efficiency of Managed Services processes, introducing self-service alternatives where appropriate.
• Conduct digital service audits to ensure the quality and usability of existing self-service features.
• Perform user acceptance testing (UAT) for new features and enhancements.
• Support annual platform upgrade testing to validate service readiness.
• Identify opportunities for automation and implement solutions to reduce manual service requests.
• Lead operational change management activities related to new feature releases and process improvements.
• Provide training, documentation, and guidance to coworkers on new and existing self-service capabilities.
• Create and maintain process and policy documentation for supported platforms.
• Build and enhance digital capabilities that support Customer Success adoption, expansion, and renewal processes.
• Build and maintain strong internal relationships with key stakeholders and subject-matter experts.
• Solicit, track, and analyze customer feedback on the CDW Services portal, tools, and offerings.
• Align customer experience strategies with broader CDW business initiatives.
• Communicate new product features and functionalities to customers.
• Stay current on industry trends, best practices, and emerging tools relevant to customer experience.

• Bachelor’s degree in an IT related field or Business and 3 years’ experience in IT Service Industry experience or, 7 years of IT Service Industry experience.
• Experience in a similar role in a complex IT environment
• Exceptional analytical skills
• Excellent written and verbal communication skills
• Familiarity with basic considerations of IT audit
• Ability to establish trust, credibility and authority
• Creative problem-solving ability
• Strong attention to detail
• Basic knowledge of IT infrastructure
• Experience leading projects.
• 5 years’ experience in IT Service Industry, a plus
• Scrum certifications, a plus
• PMP, a plus
• MBA, a plus

Pay…