Customer Experience Manager

The Customer Experience (CX) Manager is responsible for driving continuous improvement initiatives. That continuous improvement domain includes both customer-facing journeys and internal operations processes.

RESPONSIBILITIES:

• Manage a pipeline of continuous improvement initiatives that support the customer experience and operations excellence.
• Analyze opportunities for improvement using techniques in Six Sigma and in Customer Experience Management.
• Design new cross-functional processes and customer journeys, recommending a portfolio of initiatives with measurable impact.
• Drive improvements by advising on design/redesign of customer journeys & processes with on-going mechanisms in place to listen and evaluate the evolving current state experience.
• Design journeys from our customer’s vantage point in diagram/map deliverables, advocating for concierge service, and defining which priority attributes are Critical to Quality (CtQ). Upon design, collaborate with VoC team members to establish methods to monitor the journey’s health long term. Journey Map deliverables should guide BSAs and Digital Channel teams to design the digital CX and supporting technology changes for implementation.
• Conduct process analysis on topics identified for deep-dive review by executive leaders, frontline focus groups, and/or VoC reporting.
• Utilize data from customer insights, key performance indicators (KPI) and industry analysis to make data-based design decisions.
• Design improved processes to accomplish a specific KPI(s) within (1) a single Department or (2) a cross-functional, enterprise level process.
• Design new customer journeys required to support a new product, initiative, or change in business model.
• Create and visualize customer experience and map customer journeys throughout the lifecycle, assessing the current state experience, capturing touchpoints and highlighting areas of friction.
• Lead & facilitate ideation and concept explorations, as well as partner with Product, Call Center, Field Operations, Engineering, and other internal business units to define new customer experience designs.
• Champion delivering a concierge customer experience to customers, peers, and various internal business partners.
• Other duties as required or assigned.

MINIMUM QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• At least 2 to 5 years’ experience leading process improvement initiatives with measurable results
• Cost-Benefit analysis for project selection
• Knowledge of quality management technique and process improvement (Six Sigma): both in statistical analysis and in qualitative interviewing
• Experience designing Journey Maps or other depictions of customer experience diagrams and documentation
• Experience designing processes that were implemented as a software-enabled solutions such as customer-facing web experiences or internal employee toolsets/workflow
• A strong understanding of the dynamic role of CX
• Knowledge of cable and telecommunications products and services
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
• Must embrace company principles and demonstrate understanding of concierge culture