Customer Experience Manager

| Greater Denver Area
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Position Details:

This is a fantastic opportunity for an innovative Customer Experience Manager to join our team and have the unusual opportunity to help design and form the way this role impacts the business. The selected candidate will own the development, tracking and reporting of all of the CX activities and initiatives company-wide as the project manager. Additionally, the incumbent will own the overall Qualtrics relationship, survey program and the delivering insights from customer feedback to the organization. This will be accomplished with the building and implementation of a comprehensive, internal communication plan that will drive awareness and customer-focused behaviors.

 

Specific areas of focus to accomplish all of these exciting initiatives include:

Specific Responsibilities Include:

  • CX PMO
    • Assist the SVP and CCO in the development of customer journey mapping to drive exceptional customer experiences
    • Own initiatives that drive Customer Experience, coordinate with initiative owners (expected to be 50+ people) to report on changes to scope or status to the CCO
    • Report on CX initiatives and status to CCO
    • Develop and launch initiatives with a goal of affecting a cultural shift and driving employee engagement
    • Attend seminars, workshops, and conferences to improve on existing job knowledge
    • Stay current with industry trends and forecasts through white papers and editorials

       

  • VOC Program
    • Own Qualtrics change process for funding and implementation
    • Own reporting on CSAT program across all levels of the business
    • Provide timely updates, managing terms and pushing deliverables directly with all stakeholders
    • Ensure all projects are delivered on-time, within scope and budget
    • Directly manage relationships with internal and external stakeholders
    • Establish and maintain relationships with third parties/vendors
    • Lead cross functional project teams to create and automate business processes required to trigger touchpoint surveys for implementation, technical support and client QBRs
    • Work with set processes and assist in the continual improvement of the processes
    • Assist in contract negotiations, then managing the contract
    • Problem-solve issues that jeopardize the schedule, scope or budget and effectively communicate with all stakeholders and companies involved
    • Lead the development of surveys to gather information on customer opinion of rendered services
    • Guide and oversee the maturation of customer feedback analytics to inform CSAT reports
  • CX Communications
    • Produce accurate, compelling and editorially proficient written communication
    • Directly interface with various department managers to ensure consistency of messaging of CSAT communications with all other internal communications
    • Establish and operationalize a process for department to distribute communication internally in order to standardize tone and themes as well as determine the optimal channels
    • Manage a variety of communication tasks to support leadership, including talking points, presentations, and call to action
    • Ensure there is reward and recognition included as part of overall communication plan

 

If this sounds like the position you have been looking for, we hope that you have the following:

Requirements:

  • 3-5 years customer operational and / or customer strategy experience
  • Strong project management skills
  • Excellent communication skills (e.g. PowerPoint, business case, etc)
  • Ability to facilitate cross-functional teams
  • Proven ability to drive results with clear ownership and metrics for success
  • Great teamwork skills
  • Ability to influence at all levels of an organization

 

Education:  MBA or equivalent preferred

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Location

Denver Tech Center! We just moved into a brand spankin' new building with gym, coffee shop, modern accents and our new branding throughout.

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