Customer Experience Manager in Dunwoody, GA at HUNTER Technical Resources

Date Posted: 3/19/2020

Job Snapshot

Job Description

Customer Experience Manager

Summary

The Manager of Customer Experience is responsible for defining, measuring, and driving delivery across the organization for both online and offline initiatives. You will work with cross-functional stakeholders including marketing, customer support, design, product, engineering, and back office teams to drive a culture of customer-centric thinking throughout the organization.

Responsibilities

  • Define, measure and manage the end-to-end customer experience strategy.
  • Partner with the UX team to update user personas, and conduct user research to identify consumer friction points and opportunities for intervention.
  • Use research insights (Usability Testing, Survey, Focus Groups, Voice of the Customer insights) to help influence future roadmaps across division.
  • Create Customer Journey Maps that document current and future state, consumer sentiment, and prioritize opportunities for intervention based on value to the customer.
  • Be the champion for customer experience across the company and provide executive visibility around key customer experience metrics
  • Partner closely with marketing, consumer revenue, product, user experience, and customer service to drive critical improvements in the overall customer experience
  • Benchmark CX trends, consumer needs, and peers in the publishing/media space.
  • Provide strategic insights about the customer voice to leadership (based on analytics and experience)
  • Work closely with other key cross-functional stakeholders to drive required changes to improve customer experience
  • Be the in-house expert on all things related to customer experience: opportunities, misses, strengths and weaknesses


Qualifications

  • Experience in product, marketing, and user experience design
  • 3+ years of experience working as a part of a Customer Experience team
  • Customer Journey Mapping and Sentiment analysis experience
  • Solid understanding of CX/UX strategies best practices, principles, and models
  • Team player with excellent work habits and interpersonal skills
  • Excellent written and verbal communication skills
  • Strong execution skills with the ability to drive results and accountability in a matrixed model
  • A proven track record of defining and optimizing processes
  • Ability to communicate directly to product and technical teams