#154764

CX Manager

Location:
Beaverton, OR
Job Terms:
Permanent
Posted By:
Dove Ryan
Date:
12/02/2019

Job Description:

Customer Experience (CX) Manager will lead, influence, and drive for superior customer experience delivery in an omni channel environment. This role will continue to build a CX discipline, bringing new thinking to shape the end-to-end customer experience across all touch-points in the lifecycle, defining target experiences at each touch-point to ensure a holistic experience.

Responsibilities:

  • Responsible for execution of CX strategy and consistent evaluation of processes/journey maps to develop efficiencies and drive improvement initiatives, leveraging persona and voice of customer information.
  • Provides expertise on customer needs and competitive/industry trends for general reference and on specific key initiatives.
  • Determine the right set of statistical and qualitative techniques to use for a given problem, (e.g., Purchase behaviors, Propensity to buy, ‘Look alike’ modeling, etc.).
  • Manage qualitative research findings (causal, predictive) and bridge KPI measurement to derive quantitative outcomes (impact, actual).
  • Build and expand levels of R & D test pools, services and tools for COE user testing, rapid design and prototyping functions for each brand.
  • Introduce new methods and tools to drive results that are compelling to customers and help drive the business.
  • Delivers key insights into customer loyalty/voice of the customer with key groups within Ecommerce, brick and mortar, and other departments to drive better customer outcomes.
  • Innovate way to better support our customers through platforms, channels, and communication
  • Associate CX team efforts to measurable KPIs such as customer satisfaction, engagement and revenue
  • Analyze information, evaluate results, and synthesize findings as well as connect dots between research, analytics and business goals to develop and communicate customer experience insights that inform business operations.
  • Partner with DTC and Web Analytics reporting teams to develop CX dashboards, analytics, and maintain data integrity for management reporting and ongoing stakeholder presentations.
  • Responsible for "Voice of the Customer" (VOC) insights to identify key opportunities for improving the customer experience and build customer loyalty.
  • Partner with the UX, business product owner, marketing, operations and ecommerce buying teams to develop and measure appropriate test plans that will support improved consumer experience goals.
  • Create the latest NPS/OSAT scorecards, benchmark KPIs with best practice documentation, UX audit findings, wireframes, scenario journey maps and standardized reporting.
     

Requirements:

 

  • BA/BS Degree in Computer Science, Business, Behavioral, HCI, UX, CX, IA, Visual and/or design related fields. or other related field and/or equivalent work experience. MBA a plus
  • 5+ years related professional experience in retail or CPG related industries preferred
  • 5+ years of customer experience leadership innovation insights, market research, consumer insights, future trends development or related fields for consumer facing companies
  • Demonstrated experience developing and implementing customer experience programs and practices within a complex business environment
  • Customer insights experience; trained in the use of advanced CX concepts such as journey maps, design thinking, path to purchase, customer experience metrics and measurements
  • Experience implementing a consistent approach to gather customer feedback data across all touch points and channels
  • Strong analytical & research skills, ability to think strategically and influence business decisions and change using appropriate fact-based information & VOC insights
  • Ability to effectively prioritizing multiple priorities in a time-sensitive environment
  • Excellent oral and written communication skills, across all levels, including the ability to explain complex issues in an easy-to-understand manner
  • Experience in leading and participating in cross-functional meetings and discussions with stakeholders at all levels
  • Demonstrated ability to think strategically and translate strategic concepts into actionable plans, identifying trends at an early stage rather than focus on individual customer issue
  • Ability to lead through ambiguity and influence both tactical immediate decisions and longer-term strategies
  • Ability to self-initiate and self-manage complex cross-functional project activity