Associate Manager - Customer Experience

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The Customer Experience Associate Manager looks after the overall activities of the program Customer Experience (CE) Team that includes:

CE Observations, Team-Level reports, Program-Level Analysis, calibration sessions and CI Framework deployment
Champions program implementation of Continuous Improvement Framework
Own deployment and completion of CE delivery plan for the program
Observations and Customer Experience (survey) results to improve performance
Implement standard Quality practices for the program that will enable delivery of exceptional customer experience measured through survey returns
Manage team productivity and effectiveness using a structured approach to manage performance
Deliver process-level insights to stakeholders and have expertise in data analysis using CE
Execute people development initiatives for CE Specialists using standard practices and provide an opportunity for team members to constantly improve
Responsible in communicating with all program stakeholders (clients/department heads and members) to represent CE Team

Our most successful candidates have:

At least 2 years leadership experience handling a Quality team, including client management
Creativity, proactivity, and have a bias for action
Experience with marketing, organizational development, psychology, or customer experience
Exceptional project leadership skills, an eye for details, and good-old-fashioned common sense
Experience aggregating and analyzing customer feedback is preferred, but prior experience collecting and analyzing information or data is a foundational requirement
Ability to inspire others to action and to influence without authority is absolutely necessary
Ability to create Customer Journey Maps, Employee Journey Maps, identify opportunities for improved process or design
Passion for learning/learning agile
Excellent written communication skills
Good computer skills: working knowledge of Microsoft Windows, Word, PowerPoint, Excel
Exceptional research skills
The ability to exude a professional demeanor and appearance
Attention to detail and excellent organizational skills

All your information will be kept confidential according to EEO guidelines.

See also