Manager

Description:

Manager, Customer Experience Design

Reporting to the head of customer experience design.

As a crucial member of the Customer Experience Strategy team, this role is dedicated to advancing our mission of delivering an exceptional experience throughout the customers’ end-to-end journey. You will play a pivotal role in driving Customer Experience transformation initiatives by conducting strategic customer research and bringing human-centered design strategies to the forefront of cross-functional initiatives.

WHAT YOU GET TO DO IN THIS ROLE:

Perform qualitative customer research: Conduct qualitative research to gain deep insights into customer behaviors, preferences, and pain points. Use these insights to inform our global customer experience strategy.

Project manage strategic research programs including setting objectives, recruiting participants, writing discussion guides, scheduling and performing research, conducting analysis and creating reporting that inspires action.

Work on critical strategic initiatives: Engage in projects that have a profound impact on the customer experience, ensuring that our services and products resonate with customers on a human level.

Translate customer experience data into action: Convert complex customer experience data into a concise, compelling call to action, informing decision-makers on how to enhance the overall customer journey.

Partner cross-functionally with a human-centered approach: Collaborate with teams across the organization to develop and execute culture change plans that actively involve employees and place the customer at the center of every business decision.

Identify emergent needs and drive thought leadership: Stay ahead of customer expectations by identifying emergent needs and championing innovative approaches that enhance the end-to-end customer experience.

Curate and maintain key information assets: Oversee the curation and maintenance of essential information assets, making insights readily available to relevant stakeholders.

Qualifications

TO BE SUCCESSFUL IN THIS ROLE YOU HAVE:

8+ years of work experience: Demonstrated expertise, preferably in customer experience, strategy consulting, and/or research roles.

5+ years of experience in strategic customer research: Proven success uncovering key insights through customer research and leveraging the insights to drive action.

Mastery of experience design disciplines: Expertise leading complex qualitative customer research projects, leading customer interviews, facilitating customer journey mapping workshops, and design thinking sessions.

Experience building trusting relationships: Establish and maintain trusting relationships, including with executive audiences.

Comfort in a fast-paced environment: Thrive in a dynamic, fast-paced environment, managing multiple projects simultaneously.

Effective storytelling techniques: Communicate effectively, both verbally and in writing, utilizing storytelling techniques through various mediums.

Strong project management skills: Demonstrate effective project management skills and the ability to maintain a strategic focus.