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Customer Experience Manager
hace 3 semanas
At Randstad, we're passionate about helping people and organizations reach their full potential. We're committed to creating experiences that inspire and support our clients and candidates.
The Customer Experience Owner is responsible for designing and executing end-to-end experiences for select clients or programs. They collaborate cross-functionally to achieve goals and optimize customer journeys.
Key Responsibilities:
- Designs and optimizes end-to-end customer experiences using CX methodologies and supporting tools.
- Leverages human-centered design principles when creating artifacts.
- Completes research to build/maintain knowledge related to industry, market, clients, and consumers.
- Responsible for stakeholder management and ongoing management of all artifacts.
- Collaborates with product and project managers to define solutions and influence priority.
- Creates CX updates for Client QBRs.
- Reviews proposed product/process changes and provides feedback/recommendations.
- Leads customer communication strategy for relevant clients/products/services.
- Monitors program performance by evaluating analysis and insights and working with the appropriate areas/departments to implement a change.
- Recommends improvements based on business cases created from findings.
Required skills/experience:
- Bachelor's degree or 3 yrs. equivalent work experience. Preferred Master's degree.
- A minimum of 3 years' experience translating client/customer needs to customer journeys as well as company policies, procedures, operations, and detailed process flow maps.
- A minimum of 3 years' experience utilizing CX methodologies such as blueprints, experience maps, human-centered design principles.
- A minimum of 3 years' experience leading projects cross-functionally or 3 years' experience in a client-facing role managing relationships.
- Strong cognitive skills, experience in root cause analysis, and ability to make decisions with minimal direction.
- Basic understanding of best practices for implementing a voice-of-the-customer program, including selecting appropriate listening posts based on the channel and type of touchpoint.
- Ability to organize both structured and unstructured data into charts, graphs, and tables for purposes of communicating information.
