Senior Manager, Customer Experience Job Description
Senior manager, customer experience
provides functional and administrative management of the Renewables Work Management systems (Maximo, EZMax, PaSTA, etc.), supporting existing processes, systems, and technologies.
Senior Manager, Customer Experience Duties & Responsibilities
To write an effective senior manager, customer experience job description, begin by listing detailed duties, responsibilities and expectations. We have included senior manager, customer experience job description templates that you can modify and use.
Sample responsibilities for this position include:
Build and mature internal reporting and operational processes to achieve efficiencies and enhance program
Develop and implement an approach for measuring improvement in our business processes
Work with Senior AVP and business lines to prioritize opportunities for improving customer experience and optimizing business processes in alignment with strategic priorities and business plans
Collaborate with other departments to design processes to support our business lines’ needs
Ensure smooth and effective collaboration with working partners, relationship manager, operation units, Global Transaction Services, Treasury & Markets, Risk Management Group, Consumer Banking Group
Monitor and enhance the end-to-end processes of operation and service delivery
New SDW business development, product initiatives/variations or project initiatives
Pursuing Strategic initiatives
Oversight and delegation various items related to Digital or Customer Experience, prioritisation of Business Change initiatives
Manage relationships and alignment of activities with key partners including Service Quality
Senior Manager, Customer Experience Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Senior Manager, Customer Experience
List any licenses or certifications required by the position: C2, PMP, ITIL, UX, OCEM, APICS
Education for Senior Manager, Customer Experience
Typically a job would require a certain level of education.
Employers hiring for the senior manager, customer experience job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Business, MBA, Marketing, Education, Design, Engineering, Computer Science, Technical, Management, Business/Administration
Skills for Senior Manager, Customer Experience
Desired skills for senior manager, customer experience include:
Processes
Coupled with practical experience in the execution
Risk management
Technologies supporting Contact Centres
Branch operations
Branch systems
Business processes
Compliance requirements and standard procedures
Contact Centre Management Performance Standards
Desktop operating systems
Desired experience for senior manager, customer experience includes:
Work effectively together to create a positive employee experience and work environment
Champion collaboration to lead customer focused solution development
Positive example of change and encourage others to do the same, to facilitate the transition to a customer-focused and performance oriented culture
5+ years relevant work experience in product management, brand management, consulting, or related field
Deep understanding of business strategy and metrics
Passionate about building functional and engaging user experiences
Senior Manager, Customer Experience Examples
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Senior Manager, Customer Experience Job Description
Job Description Example
Our innovative and growing company is looking for a senior manager, customer experience. 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 senior manager, customer experience
- Lead high visibility program objectives and deliverables to include multiple projects with multiple project managers
- Drive progress, coordination and completion of projects across various functional areas utilizing standard project management documentation (project plans, risk trackers)
- Coordinating tasks and tight timelines of multiple projects numerous stakeholders, functional areas and project teams leading to a timely delivery
- Manage and direct the work of Project Managers and Business Analysts (directly and indirectly)
- Subject Matter Expert in areas including project scope definition, risk identification, project methodology, resource allocation, facilitation, and other areas of expertise based on established project management techniques
- Clearly and articulately prepare a variety of executive communications in regard to performance of projects at the program or portfolio level and to define, track and report benefits for deliverables
- Present and communicate ideas clearly and concisely to leadership
- Lead in an ambiguous environment and collaborate across multiple areas in order to achieve decision making and action
- Support Norton’s growth by helping lead infrastructure projects involving building capabilities around systems, tools, technologies
- Escalating any issues which impact the delivery
Qualifications for senior manager, customer experience
- Continuously promote and demonstrate a high level of personal commitment to exceeding our end customer’s expectations with every interaction
- Responsible for the gathering and interpretation of competitive intelligence and industry benchmarks on customer experience innovation
- Identify and implement appropriate dissemination tools and techniques to ensure continuous and maximum exposure of information gathered, including facilitating conversations with leadership
- Minimum 7-10 years of experience in customer experience and customer strategy in a large organization, with 5-7 years of experience in management consulting or corporate strategy strongly preferred
- Someone who leads from the front and is not afraid to get his/her hands dirty
- Demonstrated capability in defining customer segmentation strategies and data analytics
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Senior Manager, Customer Experience Job Description
Job Description Example
Our growing company is looking to fill the role of senior manager, customer experience. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for senior manager, customer experience
- Provide advice and assessment of continuous improvement ideas and initiatives including objectives, risks, outcome alignment, costs and benefits
- Develop business cases and benefit realization reviews for projects and process improvement initiatives, including analysis of customer impacts and service delivery implications
- Identify opportunities to create efficiencies and reduce costs through process re-design, automation, and outsourcing
- Develop a methodology for identifying areas with Operations in need of improvement
- Consult with our Operations teams to remediate audit findings and incidents
- Drive our culture of continuous improvement within Operations, with the goal of operational excellence
- Assist in the management of a library of Operations policies and procedures, ensuring version control
- Work alongside a small team responsible for process improvement, including process design and re-engineering and policy and procedure writing
- Responsible for the support of customer services in Institutional Banking Group
- Handle customer feedback and complaint
Qualifications for senior manager, customer experience
- Excellent interpersonal skills with previous experience managing and inspiring staff engaging with and influencing Senior Executives
- You will work not only on the strategy implementation
- The role is highly visible and you will have a chance to work with partners across the organization such as Marketing, Digital Channels, Product, etc
- You will train others in Customer Strategy on Customer-Centric Design
- A background in either Customer Experience, Marketing, Digital, Product, or related disciplines
- Minimum 3-5 years of experience in a corporate role or consulting environment
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Senior Manager, Customer Experience Job Description
Job Description Example
Our innovative and growing company is hiring for a senior manager, customer experience. 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 senior manager, customer experience
- Design marketing governance process to ensure consistent messaging and adherence to brand standards
- Manage creative development across select marketing mix elements and platforms
- Play leadership role in improving enterprise lead management process and lead conversion
- Lead enterprise strategy and development of select dealer marketing infrastructure including co-op, dealer marketing portal, enterprise loyalty and coupon/promotion management, ensuring integration with business unit strategy
- Develop and manage marketing budget and financial planning
- Build and mentor a high-performing Marketing team, identifying future staffing needs to support growth goals, improving functional expertise and ensuring superior performance of talent
- Facilitate cross-functional engagement and feedback loops to ensure Customer Experience Marketing team objectives are appropriately aligned with other business unit strategies and priorities
- Assist with team expansion regionally as needed
- Create holistic view of how we message to our customers today through all customer touchpoints across acquisition and customer
- Identify and implement opportunities to more effectively message across customer segments including machine learning, message testing, and language optimization
Qualifications for senior manager, customer experience
- Demonstrated relationship building and leadership skills with a superior ability to make things happen through the use of positive impact and influence, negotiation and consensus building
- Demonstrated experience in analyzing data in order to build out business strategies
- The proven ability to coach, develop and engage a diverse group of employees
- 7-10 years of work experience, focused on Retail Banking
- Knowledge of Retail Branch Banking, Sales & Service and Customer Experience practices
- The ability to tailor the standard model for reviews to adapt to new information, findings, or management needs while in in the country review process, and incorporate this into the recommendations and final presentation
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Senior Manager, Customer Experience Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of senior manager, customer experience. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for senior manager, customer experience
- Champion the development of innovative marketing strategies and creative executions to deliver impactful benefit related communications to high value segments
- Managing the creation and development of servicing communication to ensure consumer clarity throughout the application and online servicing journeys
- Evolving phone servicing strategy to ensure CCP performance is best in class
- Working with GSN partners to create CCP training and ECCO materials to ensure KPI benchmarks are exceeded
- Partnering directly with AmericanExpress.com (MYCA) product owners on lending-specific servicing features
- Overseeing and optimizing the issue resolution process to lead key partners in the process in minimizing the impact of growing pains for this new business
- Gathering insights from the servicing channel and partner with other team members to inject feedback from the customer into the online experience via timely and clear email communication, FAQ, and marketing copy
- Reporting to the Program Director of Customer Experience Shared Services, lead the BPO vendor management responsibilities associated with the Customer Experience BPO strategy
- Ensure contract compliance and enforce service level agreements
- Execute BPO/Sourcing strategies to generate internal process improvements and/or cost savings opportunities
Qualifications for senior manager, customer experience
- Demonstrated ability to develop and recommend concrete actions to improve performance
- Ability to articulate his/her views to all levels within the organization and possess strong verbal and written communication skills
- Ability to set a positive example of change and encourage others to do the same, to facilitate the transition to a customer-focused sales culture
- Desire and proven ability to work in cross-functional teams
- The ability to deliver training at a senior level, facilitating workshops and ensuring both consistency of knowledge transfer and a positive learner experience
- Bachelor's degree in computer science, business or design
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Senior Manager, Customer Experience Job Description
Job Description Example
Our company is searching for experienced candidates for the position of senior manager, customer experience. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for senior manager, customer experience
- Align operations structure to maximize resource skill sets, improve productivity/efficiency, accountability and work with internal business partners
- Identify new business process outsource opportunities, manage the business requirements design, and lead cross functional teams to ensure the successful execution of those new opportunities
- Lead Implementation – Oversee agile UX and capability enhancement delivery to continually improve the site customer experience
- Deliver Results – drive success against key performance and financial metrics, including customer satisfaction, engagement and revenue
- Manage Strategic Partnerships – Coordinate and influence strategic partners, including our site hosting and development partners and our digital design and experience agency
- Cross-Functional Integration – Partner closely with colleagues across TLS – including call center teams, operations, analytics teams, – to ensure a smooth end-to-end customer journey consistent with other TLS channels, partnering closely across internal card product and benefit leaders
- Develop a personalization roadmap – What are the most impactful sub-segments within the Global Marketing customer base that should get coordinated, personalized treatments?
- Develop a personalization playbook that defines the sequence of treatments that should apply to the sub-segments selected
- Socialize the strategy and then execute it via relevant marketing, capabilities and partnership
- Understand and synthesize 2018 strategies of marketing partner teams across Global Marketing
Qualifications for senior manager, customer experience
- 3+ years of payments industry experience with a focus on CX/UX
- Experience developing product strategy
- Proven ability to work effectively with a cross-functional team
- Excellent written and verbal skills, including 3+ years of experience with requirements gathering via formal sessions (e.g., JADs), presentation requirements documents, PowerPoint presentations, and extensive meeting facilitation with all levels
- Proficiency with Excel, PowerPoint, Project, Word
- PMP, Six Sigma or Scrum Master Certification