Customer Experience Manager

This is a 3-month Contract-to-hire position.NO C2C AVAILABLE!! (Please do not email me if you are an employer.)

We are seeking an experienced and innovative Customer Experience (CX) Manager to drive the design and execution of holistic customer experience strategies.

TOP SKILLS:

• Proven track record of implementing successful CX strategies and improving key metrics in multi-channel--Business to Consumer! (B2C)
• Expertise in journey mapping tools, data visualization software, and CX measurement frameworks.
• Keen understanding of customer behavior, journeys and expectations.

Key Responsibilities:

• Customer Journey Mapping: Design, implement, and optimize end-to-end customer journeys by analyzing touchpoints and identifying opportunities for improvement.
• Insights & Analytics: Utilize customer data, feedback, and analytics to uncover actionable insights, measure satisfaction levels (e.g., NPS, CSAT), and track the effectiveness of CX initiatives.
• Strategic Initiatives: Develop and execute customer experience strategies that align with overall business goals and enhance brand loyalty.
• Innovation & Design Thinking: Lead workshops and cross-functional teams to identify and pilot innovative ideas that improve customer experience.
• Stakeholder Collaboration: Partner with marketing, operations, and technology teams to ensure consistent and delightful customer experiences across all platforms.
• Process Optimization: Streamline processes and remove friction from customer interactions to create a seamless experience.

Qualifications:

• 5-7 years of experience in customer experience management, customer insights, or related roles.
• Proven track record of implementing successful CX strategies and improving key metrics.
• Expertise in journey mapping tools, data visualization software, and CX measurement frameworks.
• Strong analytical skills with the ability to interpret complex data and translate it into meaningful insights.
• Excellent leadership, communication, and interpersonal skills to influence stakeholders at all levels.
• Knowledge of customer research methodologies and familiarity with emerging CX trends.
• Experience with various CX platforms and customer analytics tools.
• Experience with various CX frameworks and design thinking practices.
• Preferred: Background in the automotive industry, with a keen understanding of customer behavior, journeys and expectations.