Customer Experience Manager Job Description (2023)

Customer Experience ManagerJob Description

Conduct interviews and utilize sound judgment when making hiring decisions

Partner with the quality, training and process team to achieve department business goals and drive process improvements

Directly responsible for managing an escalated call center team of approximately 10 to 15 Bankers that supports the branch, call center and executive complaints

Manage change in the call center environment –and raises the level of banker performance

Partners with quality, training and process team to achieve department business goals and execute within rigorous timeframe

Supports process owner for critical processes within the escalation function

Responsible for recommending promotions, terminations and salary adjustments for call center associates

Other duties as assigned by Manager and Director

Maintain an accurate view of the customer journey for The Times & Sunday Times, The Sun, and other brands as appropriate

Work collaboratively with the Customer Experience department and across the business, to ensure that customer journey design is the optimal customer experience - whilst balancing business and commercial needs

You are extremely passionate and curious about the technology driven world

The power of analysis, data and process management gets you jazzed in solving complex problems & building outstanding operations solutions

Master’s degree or relevant banking experience

5 or more years of Contact Center management experience

3 or more years of experience in banking operations

3 or more years managing digital operations (technical support, chat, social media)

Our company is hiring for a customer experience manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.

Responsibilities for customer experience manager

• Build and manage customer councils and panels to gain rapid and relevant insights
• Lead the design and implementation of customer experience initiatives/projects with the objective to reach the highest Net Promoter Score of the industry in the 7 markets
• Develop and Organize Customer intelligence within the Point of Sales
• Builds and maintains business relationships to facilitate organizational profitability
• Partners with the global organization and secures development and execution of national & global initiatives, networks with international colleagues to share good ideas and best practices
• Provide CRM/Digital execution and response channel/tactic expertise across all channels
• Own the overall American Tower experience
• Work with the Marketing Operations team to provide the necessary data so they can work to identify correlations between customer feedback and leasing process milestones
• Communicate brand enhancements externally to reinforce the Company’s commitment to customer service
• Create and implement analytical reports, complete ad hoc reporting requests and serve as a subject matter expert on all customer insights

Qualifications for customer experience manager

• Engage with customers via customer service portal to answer questions, provide tracking updates for deliveries
• Strong (internal) stakeholder management skills, ability to create buy in and to manage change
• Excellent understanding of the regulatory requirements and rules around complaints handling
• Proven operational expertise gained from working in the services sector
• Experience in recruitment, performance management and disciplinary procedures
• Demonstrate a strong understanding of insurance KPI, SLA and customer satisfaction measures

Our growing company is looking to fill the role of customer experience manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.

Responsibilities for customer experience manager

• Manage the department’s budget, ensuring all projects are closely monitored, and within agreed upon specifications
• Ability to lead own and cross functional teams confidently through ambiguity and being flexible and responsive to change
• Leading and role modelling a mindset shift to creating and delivering test and learn experiments which are data driven, measuring the customer and colleague outcome to drive decision making
• Developing and driving change to the standards and principles we have today to evolve the proposition as a result of experiments
• Effective working relationship with leaderships teams in retail to challenge mindset and current ways of working
• Developing and driving changes to the CX toolkit to become a lean methodology and include colleague experience and experiment outcomes from across the business
• Building effective working relationships which deliver business results with key stakeholders across the business including retail, HR, transformation teams
• Plan, organize, staff, direct, and control the day-to-day operations of the department
• Gain strategic alignment across matrixed partners on developed strategies, recommended pilot concepts, business cases & funding requirements
• Provide the team oversight when developing & implementing simultaneous pilots geared toward driving Enterprise value & customer centricity

Qualifications for customer experience manager

• Bachelor's Degree and/or 5 years of experience in deployment of Operations / BPO outsourcing either domestic or off-shore
• Experience managing remote direct reports/workforce with demonstrated virtual team leadership capabilities
• Advanced communication skills, and an aptitude for strategic thinking
• Proven experience of influencing an organization, across multiple geographies, and influencing other organizations where their support is critical to success
• Willing to be hands-on, get into the details to drive issues to resolution
• Responsible for development of the CX strategy, standards and toolkit to drive improvement for customers and colleagues

Our company is hiring for a customer experience manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.

Responsibilities for customer experience manager

• Manage the overall quality assurance of customer contact center, eServices and key accounts group
• Participate and coordinate with the outsourced service provider(s) any activities relating to the fulfillment of the company’s customer service strategic initiatives (e.g., Customer Experience Improvements Initiative)
• Coordinate a resolution of delivery issues (operational, financial, PSC Compliance and contractual) with the relevant constituencies
• Manage relationship with large gas consumption interruptible service and other key account customers
• Develop strategies for customer self-service technology and works with outsourcing provider(s) to design and implement necessary enhancements
• Create and manage monthly, and ad hoc reports and data request related to the performance of the contact center for regulatory commissions and other internal and external groups as required
• Manage department budgets, goals and performance reporting
• Collaborate with strategically significant external agencies, such as Public Service Commissions, Fuel Assistance offices, the office of the People’s Counsel, third-party suppliers, Salvation Army and great customer advocates to ensure the Company delivers timely and appropriate customer service
• Review, process, and remediate customer refunds based on contract invoice processing
• Review vendor invoices, confirm charges and process payment requests

Qualifications for customer experience manager

• All written communications should be clear and well-written, free of grammatical errors, spelling mistakes
• Passion for doing the best by customers
• Past experience in customer experience is ideal but not a must
• Four-year college degree in general business or equivalent industry experience
• Solid relevant experience in a closely related role
• Very well organised with a structured approach

Our company is growing rapidly and is looking to fill the role of customer experience manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.

Responsibilities for customer experience manager

• Consistently identify areas of opportunity to improve performance through investment in new technologies and processes
• To analyse and provide feedback and insights from the voice of the customer channels across the business (online and offline)
• Lead the design and implementation of CE initiatives/projects both locally and occasionally globally
• Drive the CE agenda building CE advocates across the various functions of the business
• Embed CE into business processes and governance ensuring CE is at the forefront of our approach across all customer touch points
• Ensures Quality Teams for every account/client achieve weekly goals
• Provides feedback to Quality Leadership team
• Ensures completeness of Quality Team employee files, scorecard and performance maintenance
• Responsible for Quality Processes Development and Innovation
• Leading and developing a team with a wide range of roles and responsibilities

Qualifications for customer experience manager

• Bachelor's Degree and/or 2 years of experience in deployment of Operations / BPO outsourcing
• Partner with Director to successfully meet and exceed results in all Service Center Metrics
• Will be a subject matter expert for all workload handled in the Service Center
• Will review and approve content used in customer service related scenarios including training and developmental materials
• Will make personnel recommendations to Director and BPO in support of the account
• Will champion weekly, monthly and quarterly business reviews

Our innovative and growing company is hiring for a customer experience manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.

Responsibilities for customer experience manager

• Create quarterly plans that align Enterprise Area sales and marketing priorities
• Challenge the status quo, and promote innovation with Enterprise marketing programs
• Target ‘new buying centers’ and ‘lines of business’ away from clients traditional sweet spot in IT
• Utilize various data sources and reporting tools to be ‘data-driven’ with strategy, planning, execution and results/outcome measurement
• Share, coach and counsel client stakeholders on Enterprise marketing programs and marketing mix to ensure consistency between teams
• Adapt the Marketing Channel / Communication mix (e.g., Digital social selling) to align to customer buying process
• Drive Area, Operation, Region and Individual use of programs
• Identify and scope gaps where marketing portfolio does not address market opportunities and sales priorities
• Build development plans to address gaps and execute on these plans
• Provide synthesized, quantitative results-oriented feedback across marketing to influence and refine the future marketing portfolio

Qualifications for customer experience manager

• Demonstrated working knowledge of consumer billing, credit and payment procedures, practices and regulations
• Experience in managing subscription service organizations through the customer lifecycle
• Experience managing or supporting call center service operations, phone systems including ACD and DID services for inbound, outbound, email communications including providing online customer services
• Demonstrated working knowledge of customer information systems, such as Legacy CIS, Open-C, and related interfaces
• Advanced proficiency in Microsoft Office applications, including Word, Excel, and Access, to share, retrieve, research and present business information
• Demonstrate the capacity to present ideas logically and concisely, both verbally and in writing, to diverse audiences at all internal and external levels