Senior Manager, Customer Experience Resume Sample
Urban Kuhn
720 Homenick Manors,
Phoenix,
AZ
+1 (555) 931 3775
Work Experience
Senior Manager, Customer Experience
12/2015
-
PRESENT
Dallas, TX
- Exhibit proficiencies in utilizing the designated systems & processes to troubleshoot and resolve issues; and document activity for root cause analysis
- Demonstrate a solid understanding of our organization, functional areas, products & services, and standard processes for servicing our customers
- Develop and maintain customer journey maps for eaters, delivery-partners, restaurants so we deeply understand (beyond quantitative data) their experience at every moment
- Optimize and improve on-site experience to drive funnel efficiencies. Set category strategy, including attribution/filters, product placement, key brands and assortment focus
- Establish business KPIs and goals for revenue, optimization and assortment for each category under management
- Achieve Key Merchandising Metrics: Sales, ATC, and Order Conversion across all devices
- Provide ongoing analysis and reporting of sales and margin drivers, identifying root causes and opportunities to drive incremental growth
- Present Business Strategies to the Senior Executive Team and Merchant partners to recommend new merchandising options and gain alignment
- Demonstrate strong sense of the competitive retail landscape with an innovative mindset
Senior Manager Customer Experience
12/2012
-
06/2015
Boston, MA
- Responsible for the creation and measurement of AB and Multivariate tests to drive incremental conversion as well as elevate the look & feel of site
- Ownership of entire AB test process of testing, from hypothesis to results, effectively meeting the business objectives
- Collaborates with IT on new product roll-out plans and site enhancements
- Oversees the eCommerce road-map project consideration/prioritization & vendor evaluation
- Manage & develop a user experience team
- Experience in eCommerce site operations and/or digital marketing
- Extensive experience in digital platforms including Site optimization software, Demandware, Web Analytics such as Adobe Analytics and Google Analytics; Experience with ESP such as Exact Target or Salesforce a Plu
- Strong Microsoft Office skills, especially Excel, PowerPoint, and Word
- Self-starter and able to solve medium to complex problems
Senior Manager, Customer Experience & P
07/2008
-
07/2012
Chicago, IL
- %: Customer Experience
- %: Relationship Management (collaborating with Product, Marketing, Sales, Digital etc.)
- Quickly understand the work that has been done over the past year to embark on our path to #1 in CE
- Be an expert and deliver on specific CE programs that position BMO as a customer centric organization
- Have ownership of overall customer experience plan as well as execution against NPS targets
- Establish a fully functional “outer loop” and improve outbound communication to customers
- Strive to continuously improve CE through thought leadership and best practice implementation
- Develop decks and comprehensive business cases to move the business forward
- Post-secondary education in business management / related field or equivalent experience
Education
Argosy University - Hawaii Campus
2003 - 2008
Bachelor's Degree in Business
Professional Skills
- Actionable consumer insights to better understand consumer profiles, behaviors, journeys and needs to be able to personalize consumer communications and interactions across all channels, including retail, eCommerce, digital touch points, mobile, and social platforms
- Demonstrates strong problem-solving, analytical, decision making and collaborative skills
- Strong conceptual, analytical and problem solving skills – ability to understand complex interaction environments with multiple stakeholders
- Hands on experience designing and implementing customer experiences, including the ability to incorporate and leverage digital technology / solutions
- Experience in developing and executing a strategic and tactical customer experience team plan
- Have a strong commitment to producing an engaging consumer experience
- Demonstrated experience developing and leading cross-functional teams
How to write Senior Manager, Customer Experience Resume
Senior Manager, Customer Experience role is responsible for analytical, leadership, presentation, translation, design, planning, collaboration, advanced, database, retail.
To write great resume for senior manager, customer experience job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Senior Manager, Customer Experience Resume
The section contact information is important in your senior manager, customer experience resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Senior Manager, Customer Experience Resume
The section work experience is an essential part of your senior manager, customer experience resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous senior manager, customer experience responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular senior manager, customer experience position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Senior Manager, Customer Experience resume experience can include:
- Strong Project Management skills and able to lead multiple high-profile projects forward, effectively leveraging available resources to drive results
- Customer-focused, critical thinker that demonstrates intellectual and analytical rigor with strong problem solving skills
- Excellent written and verbal communication skills, including power point
- Highly motivated critical thinker with strong strategic planning skills and analytical capabilities
- Self starter with strong organisational skills and ability to evaluate and report on a variety of sales related data
- Customer Experience knowledge required including Customer Experience Programs, Training, Retail Technology, Consumer Affairs and Call Centre
Education on a Senior Manager, Customer Experience Resume
Make sure to make education a priority on your senior manager, customer experience resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your senior manager, customer experience experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Senior Manager, Customer Experience Resume
When listing skills on your senior manager, customer experience resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical senior manager, customer experience skills:
- Demonstrated financial and business acumen in order to interact effectively with business leaders and to undertake decision support and planning activities
- Experience with creating powerful, business-driving experiences through marketing and digital/social media strategy, preferably with pharmaceutical brands
- Demonstrated customer focus and understanding of the delivery of legendary customer experience
- Proven MS Office experience in Outlook, Windows, Excel, PowerPoint, and Word
- Proven experience with Oracle or other ERP system
- Experience establishing, measuring and reporting key performance metrics and analyzing these results for continual improvements
List of Typical Experience For a Senior Manager, Customer Experience Resume
1
Experience For Senior Manager Customer Experience Resume
- Proven experience motivating and managing direct and indirect reports and organizations
- Strong analytical ability, with experience manipulating multiple raw data sets in order to identify operational issues or areas for improvement
- Creating the eBay culture in Salt Lake that focuses on creating experiences our Customers love
- Manage the VoC program and serve as the leading voice of the customer by acting as a Customer Experience advocate across the business
- Responsible for the overall performance of the Customer Call Center; ensuring top tier experience for all calls
- Define trend setting performance metrics and drive team to meet those metrics Identify opportunities for continuous improvement and measure effectiveness
2
Experience For Senior Manager, Customer Experience Insights Resume
- Experience in Team Management
- Preference given to Automotive experience
- Appropriately leverage technology and process improvements to achieve continuous and sustainable improvements in effectiveness and efficiency
- Provide management oversight of the recruitment, staffing ratios, hiring, training, retention and counseling of staff
- Drive results and positive change across the organization by uniting, influencing, and collaborating with leadership, peers and team members
3
Experience For Senior Manager, Customer Experience & P Resume
- Drive employee engagement by actively promoting, participating in, and influencing individual development activities and opportunities
- Lead & coach a team of motivated Supervisors in developing world class performance with their teams through a high touch coaching model
- Provide Supervisor team, guidance and coaching for all direct reports to maintain an engaged and exceptionally high performing team and productive workforce
- Support overall goals of the organization by translating broad strategic goals into action plans and moving them forward
- Managing complex initiatives and delivering on measurable goals
4
Experience For Senior Manager Customer Experience Analytics Resume
- Promote the internal adoption of CX mindset and methodology through internal communications, training and development opportunities and customer storytelling
- Make independent decisions using sound business judgment
- Contribute to long and short term organizational planning which includes, initiatives geared for operational excellence
- Be able to execute planning & analysis strategically with peers, direct report and cross functional team across the organization for major initiatives
- Manage multiple projects simultaneously and work under stringent deadlines while meeting all other responsibilities
- Collaborate with Training and other departments to improve and broaden the knowledge of the CE team
- Act as a culture ambassador; actively embody the StubHub One cultural values while encouraging others to do the same
- Share insights from the VoC program with business process owners and drive action planning that translates these insights into tangible improvements
5
Experience For Senior Manager, Customer Experience Resume
- To develop and ensure the team to ensure they have the competencies and capabilities to support eBay’s expanding eCommerce platform
- To align closely with peers and other CS teams to ensure consistency and best practice sharing where appropriate
- Orchestrate cross functional peers to contribute to the identification and development of content strategy, holistic experience planning, and governing of best practices across digital, social, CRM and media touchpoints
- Outcome & customer focused
- Synthesise data into comprehensive reports for all levels of staff
- Highly organised and detail-orientated
- Drive change across organisation
6
Experience For Senior Manager Customer Experience Resume
- Understand business needs, consistently meet expectations and respond promptly and professionally to business requests or inquiries, seeking guidance as appropriate
- 5 – 8 years' management experience in Customer Service Operations, Risk or Online Payment environment, with partner management experience
- Net Promoter Score® (NPS®) experience is required
- Experience in Project Management and Business to Business customer management preferably in a SaaS environment
- Eager to contribute beyond the job description and lead strategic initiatives to improve the customer experience at Benefitfocus
- Successful track record of working in a matrix management environment
- Interact with and influence with management, internally and externally
7
Experience For Senior Manager, Customer Experience Insights Resume
- Execute events related communications (internal and external)
- Manage the team’s workload to ensure a high level of responsiveness and customer satisfaction
- Experience with various IT Service Management (ITIL) process and execution functions including: Knowledge, Request, Incident, Event and Change management functions
- Thrive and excel in a fast paced, high growth environment
- Determine short & long term Customer Service & Training focus & priorities to meet overall Corporate objectives - Conduct strategy meetings and assign priorities and timelines to activities; Identify opportunity focus areas from existing reports. Determine short & long term objectives and action plans to achieve objectives
- Manage all aspects of Consumer satisfaction data; Devise processes for new initiatives - Analyze current situation versus the desired outcome and identify the gaps; design program parameters, deliverables and deadlines
- Devise processes for new initiatives - Analyze current situation versus the desired outcome. Design project parameters, delegate, approve, evaluate and revise project deliverables & execution
- Review future state of customer experience – sales and service, providing recommendations for change. Continued focus on rollout of new tablet based (NCAR/ICAR) sales tool
8
Experience For Senior Manager, Customer Experience & P Resume
- People Management: Create an environment of success, goal orientation & growth; Develop and coach staff to promote expertise & strong morale; Delegate projects according to skill & personal development. Build loyalty to the corporation & to the team
- Co-ordinate with Vendors, Nissan Affiliates, Regions, Departments - Nissan University (course announcements, reports, registrations, logistics); ILS (program development, project updates, PAOM software); Maritz (Customer Voice); Training Department
- Annual Budget Preparation & Revision – Gather and analyze all information relating to training and consumer support services such as new model launches, complexity, timing, market share impact (Training); possible changes to existing programs, new initiatives (NCAR/ICAR); Determine delivery strategies; Present annual/revised budget for approval
- Successfully meet and exceed results in all Service Center Metrics; customer satisfaction, quality, employee relations, staffing, facilities, service levels, management development, training, process & procedures and management of multiple business lines
- Demonstrated ability to synthesize information, prioritize efforts and drive results with a strong sense of urgency and decisiveness
- Lead and develop BPO across various skills to achieve Brand KPIs performance
- Identify the people, process, and technology capabilities required to deliver desired customer experiences
9
Experience For Senior Manager Customer Experience Analytics Resume
- Create a strong network of relationships among peers, internal partners, external constituencies and decision makers to deliver end results
- Strong conflict resolution abilities
- Coordinate with various departments to ensure smooth functioning of the BPO operations
- Create, analyze and present weekly, monthly, quarterly and yearly business reviews as well as ad-hoc analyses
- Identify key operational and performance metrics to measure business performance
- Act as a liaison and interfaces cross-functionally to maintain communication between business groups
- Travel domestically to US based BPO partners and 1800flowers head quarters
- Drive accountability and resolution of issues across the team
10
Experience For Senior Manager, Customer Experience Resume
- Analyze data to identify trends, performance gaps and draw insights
- Create shared value by identifying opportunities to visibly and meaningfully elevate the customer experience based on VoC and VoE, using tools such as customer journey mapping and design thinking
- Demonstrated ability to collaborate and influence effectively across organizational functions and at all levels to achieve results
- Demonstrates the leadership and administrative skills necessary to manage and lead others
- Interact effectively with individuals and groups inside and outside the company
List of Typical Skills For a Senior Manager, Customer Experience Resume
1
Skills For Senior Manager Customer Experience Resume
- Develop strong relationships with key partners (Digital analytics platform provider, various tools used) to maximize the benefits and added value from the Digital Analytics platform and operating model, achieve most cost effective solutions and efficient processes
- Work closely with employed services providers briefing and monitoring them on all aspects of service operations and execution to ensure maximum results are achieved and high quality standards are maintained
- Have effective verbal and written communication skills and the ability to interact with a diverse group of colleagues in marketing and technical departments
- Excellent thought leadership skills with an ability to work with senior leaders in the bank
- Exhibits strong collaboration skills, bridges to ideas of others and seeks to understand partners needs and perspectives
- Strong project management skills and track record for on time flawless execution
- Excellent service philosophy and understanding of the challenges in providing a superior customer experience while controlling costs in a growth environment
- Demonstrated experience in the contribution to practice development efforts such as solution development, training development, etc
- Experience in Retail consulting and or Retail Agency experience
2
Skills For Senior Manager, Customer Experience Insights Resume
- Display highly developed interpersonal skills to lead, motivate and inspire all parts of the business to achieve RBWM’s strategic goals
- Experience with Customer Experience software
- Advanced skills with survey instrument design and operational delivery
- Previous leadership experience and ability to influence and engage others in building best-in-class digital/CRM experiences
- Strong verbal and written presentation skill
- Promoting ongoing customer experience recognition programs – locally and globally
3
Skills For Senior Manager, Customer Experience & P Resume
- Experienced People Manager with a track record of developing talent and building high performing teams
- Experience with CRM systems and forecasting and an understanding of how they relate to the (Sales-Inventory-Operations-Planning) SIOP process
- Strategic thinker, with proven ability developing and executing cross-functional strategies
- Experience with strategy consulting, marketing, product/service design or related customer-focused function required
- Experience managing vendors including SLA, performance remediation, contract negotiation and enhancement of capabilities
- Good mix of technical and & commercial/business training
- Demonstrated success of business development, pipeline management and success in influencing additional pull through business as a result of consultancy
- Experience in customer facing roles within TD and/or TD Merchant services
- Manage day-to-day operation of Customer Experience process including customer list generation, customer survey distribution and ingest of data files
4
Skills For Senior Manager Customer Experience Analytics Resume
- Contributes to ensuring that customer experience is at the heart of both proposition management and development
- Experience leading a large team in a fast-paced, customer focused environment
- Have 7+ years of experience in digital marketing
- Experience conducting Request for Information (RFI) and Request for Proposal (RFP) processes to select vendors
- Experience in project and programme management is recommended
- Strong, demonstrable IPT or enterprise voice knowledge
- Industry experience as a development team leader or higher level for large organisations
- Communicate, interact and deliver on the multiple priorities of multiple executive stakeholders in a very fast-paced and dynamic environment
- Demonstrated excellence as a consensus builder, self-starter and team player
5
Skills For Senior Manager, Customer Experience Resume
- Provide robust input to proposition design and act as escalation point for issues regarding customer experience and complaint management
- Experience in management consulting or strategy
- A strong understanding of how the different channels interact (branches, live channel, digital)
- Operational Effectiveness & Control
- Above experience on campaign / events management
- Services, Merchant, Retail or related experience
6
Skills For Senior Manager Customer Experience Resume
- Analytical and customer research experience
- Professional with strong organizational, communication, and superior ethical standards
- Significant discipline and industry experience
- Strong understanding of Salesforce Sales Cloud, Service Cloud, Force.com Platform and other CRM technology solutions
- Strong ability to think strategically, conceptually, analytically and creatively
- Strong ability to influence others to achieve results and collaboration
- Experience with Salesforce.com CRM system
- Experience improving Customer Satisfaction Scores through improvement in front line teammate development, process improvement, and tool development
7
Skills For Senior Manager, Customer Experience Insights Resume
- Work independently with ambiguity in highly processed regulated environment and prioritizing investment for impact
- Willing to pitch in at any level to meet the needs of the team and project
- Responsible for new customer journey mapping and enhancing existing journeys to meet and exceed customer expectations in an evolving omni-channel landscape
- Knowledge of design-thinking principles, journey mapping and customer interviews
- Natural curiosity with a passion for problem solving and delivering results
- A successful track record in achieving and exceeding operational goals in a high growth eCommerce business
- Think tactically and strategically with an understanding of the operations of a Communications business
8
Skills For Senior Manager, Customer Experience & P Resume
- Develop and deliver the platform and process improvement roadmap needed to keep pace with evolving business needs
- Develop annual plan for fielding new surveys
- Comfortable with dealing with ambiguity
- Process improvement and establishing close loops systems
- Collaborative personality balanced with an uncompromising drive to deliver excellence for customers
9
Skills For Senior Manager Customer Experience Analytics Resume
- Success with implementing large scale information systems or database projects
- Portfolio of successful execution
- Work and collaborate with a diverse set of internal and external stakeholders at all levels
- Successfully negotiate and influence stakeholders to achieve objectives
- Display business acumen combined with pragmatism
- Display concern for continuous improvement with the ability to apply business management practices and principles
- Deliver in partnership with vendor and IT enhancements to the platform as per annual plan
- Engage cross-functional teams to define requirements for expansion / enhancement projects
- Work with Finance, Go To Market teams and other stakeholders to manage end to end projects
10
Skills For Senior Manager, Customer Experience Resume
- Anticipate and understand the impact of expansion projects / new customer surveys on the overall program
- Communication & presentation: ability to inform and convince different types of internal and external audiences of (senior) management, represent the Digital Analytics team effectively across the organization and demonstrate the ability to drive organizational change to further develop the ‘direct to consumer’ Analytics function
- Ensure the development of regional and country strategic and tactical plans that align to overall CX practice strategic goals and ensure the implementation thereof
- Drive business development and manage practice success through developing and tracking key performance indicators for assessments and bespoke consulting and ensuring that the consulting and sales teams are equipped to achieve these
- Participate in the product/portfolio life cycle with global counterparts
- Develop and implement regional go-to-market plans and ensure execution of these
- Resolve any issues related to the operation of the platform, as identified by stakeholders or other means
- Ensure integrity of data provided to internal analysis teams
List of Typical Responsibilities For a Senior Manager, Customer Experience Resume
1
Responsibilities For Senior Manager Customer Experience Resume
- Drive stronger Customer Experience scores for our Concierge and/or New Buyers
- Create an even stronger team where employees are engaged and have passion to deliver great customer experiences
- Operate with discipline by choosing the most meaningful projects, developing a successful plan, and delivering on schedule
- Oversee customer experience functions of data analytics, process engineering, and support systems, including line-management of those functions
- Lead the development and execution of the CX Digital Strategy, collaborating for effective execution and accelerated value realization
- Strong orientation toward conceptual modeling; ability to innovate on process and conventions
- Develop and implement leading customer experience strategies to drive NPS, CSAT, and Referencability
- Act as a customer experience champion inside the organization to drive culture change by consulting with internal departments on their CX strategy and tactics
- Accountable for the successful end to end project management and delivery of customer experience initiatives and projects
2
Responsibilities For Senior Manager, Customer Experience Insights Resume
- Business leadership in marketing, customer experience, or other related customer focused function
- Experience in building new teams or a department is desirable
- Designs, leads, coordinates strategic initiatives to support our Customer Experience objectives
- Communicates the Customer Experience vision, mission and status internally and externally
- Participate in the CX experience reviews
- Develop and deploy implementation plan and approach for all VOC programs as well as monitoring existing programs for success
- Excellence at deploying product, policy, or process change to ensure our customers and front-line teammates are prepared and successful
- Work with outside vendors on existing/new technology platforms that can push the digital boundaries
- Work in close collaboration with internal teams to implement CX improvement projects, and facilitate the development of prioritized action plans across the organization
3
Responsibilities For Senior Manager, Customer Experience & P Resume
- Implement and track key performance metrics to measure the impact of customer experience improvement initiatives and demonstrate their value
- Drive solutions to resolve high priority customer issues in a timely and accurate manner with assistance from other team members
- Work cross functionally to roll out new processes, resources, and systems to increase automation and responsiveness to customers needs
- Create and promote a business-wide culture of continual CX improvement to consistently drive the kinds of operational and functional improvements which are most valuable to customers
- Build strong relationships across functions and leverage the relationships to influence the strategy and operations of each function to drive continued improvement in customer experience
- Provide periodic updates, in conjunction with the Communications Manager for NA, on progress of the CX journey showcasing success stories and lessons to shape employee culture and drive engagement
4
Responsibilities For Senior Manager Customer Experience Analytics Resume
- Play a key role in the CX steering committee and ambassador community, and support the continued development of the CX governance framework
- Play a leading role in the development of the CX strategy and manage the day to day activities of CX operations to effectively balance short to medium term execution and long term sustainability
- Strategy and program design, managing and owning all aspects of the program, coordinating input of stakeholders, holding the team accountable to commitments and timelines and communicating progress and updates to all levels of the organization
- Develops a continuous improvement feedback loop to ensure our efforts are meeting targets
- Serves as the leader for the Sell the Mountain Certification and Executive Sponsorship initiatives
- Organizes and gathers data and inputs from various internal and external sources and synthesizes this into actionable information and recommendations
5
Responsibilities For Senior Manager, Customer Experience Resume
- Amplifies the positive outcomes of the program internally and externally through the use of social communication tools
- Supports and evangelizes our Core Value to “Build Customer Value” and acts as an ambassador for cultural change
- Successfully navigate between tactical and strategic initiatives
- Develop a deep understanding of Asurion retail customers and identify opportunities/leverage points for improving the customer experience and building customer loyalty
- Gain consensus for and promote execution of the strategy and vision for ideal state customer experience among partner teams and the full Retail organization
- Contribute to the development of an enterprise, customer-focused CX initiative roadmap and successfully manage and report on the execution of this plan
- Work with internal stakeholders to assess customer experience efforts for ongoing opportunities to improve operational efficiencies and collaborate on execution where possible
- Provide recommendations on improvements to business constructs and processes
6
Responsibilities For Senior Manager Customer Experience Resume
- Build cross-functional partnerships at various levels of the organization to help turn CX findings into Product/IT execution
- Excellent communication, influencing and presentation skills at senior management levels; visualization skills and the ability to succinctly articulate concepts and ideas in a simple fashion
- Serve as business owner for CX focused research efforts in partnership with the Research team, participate in results analysis, develop data driven recommendations, and socialize with stakeholders and execution teams
- Customer-focused; keeps customers as a top priority when making all business decisions, listening to customer feedback and advocating for solutions that help customers achieve and exceed their goals and objective
- Comfortable working on grey space projects and within fast moving and changing organizations
- Team oriented, collaborative, that passionately advocates and articulates her/his opinion while maintaining flexibility to incorporate others point of views
7
Responsibilities For Senior Manager, Customer Experience Insights Resume
- Focus organization on customers at all times with the emphasis that employees are the key to delivery of Asurion’s brand promise
- Collect data from internal/external survey, corporate databases, and design/administrate other targeted studies
- Analyze structured and unstructured data and form new conclusions based on the findings
- Identify root cause in order to drive continuous process improvement
- Develop and continuously improve the VOC ecosystem to optimize customer /consumer insights to ensure we become a customer centric organization
- Contemplate needs of all business units in devising the VOC ecosystem so that customer insights are easily inserted into the development of products, processes and experiences and that our methods of obtaining insight is not invasive for customers
8
Responsibilities For Senior Manager, Customer Experience & P Resume
- Conduct regular vendor scans to ensure best delivery of VOC programs
- Proactive management of selected vendors for VOC ecosystem including funding, service-level agreements, contract negotiations, remediation of performance issues, enhancements to capabilities, etc
- Lead the voice of customer community of practice – the integration of disparate insights across enterprise, synthesis of data into actionable insights, identify redundancies and gaps in our knowledge and create a plan to remediate and ensure successful execution
- Develops and drive recommendations for customer experience measurement direction and strategy regarding overall measurement approach (Net promoter score, net satisfaction, Agency Experience Score)
- Create methods for communicating and sharing customer experience gaps, along with recommendations for improvement and/or experience innovation
- Introduces and leads change effectively, leveraging insights to align and enroll organization
- Consistently plans, implements, manages, and/or sponsors large scale key initiatives
- Motivates and develop the team
- Develop and deliver the strategic plan for Customer Support in line with anticipated business growth and existing global CS strategies, and input to said strategy
9
Responsibilities For Senior Manager Customer Experience Analytics Resume
- Play a key leadership role in providing world-class global customer service, enhancing current customer’s experience as well as helping customers be more successful buying and selling on the eBay website
- Align CS strategy and plans in the North America region with peers
- Design and implement new methods of customer contact and care
- Ensure the safety and security of the world’s largest eCommerce platform
- Leader across lines of business – Concierge, New Buyer, and within the NA Buy/Sell team
- Partner with cross functional leads to identify customer, client, and company pain points across the customer journey and develop methods for understanding and describing these pain points through the eyes of the customer with a bias toward generating quick, actionable insight
10
Responsibilities For Senior Manager, Customer Experience Resume
- Develop and deploy strategic projects that deep dive into components of the customer journey, leveraging an agile approach to deliver quick insights that move with the speed of the business
- Proactively build your network with individuals across product, technology, care, and operations to listen for and identify areas of opportunity for deeper experience exploration
- Partner with members of the CX analytics team to build a comprehensive qualitative and quantitative view of the end to end customer journey, with a focus on bringing the total journey to life for the organization
- Maintain awareness of CX best practices and create benchmarks for the key experiences we deliver today, to include comparison of key CX metrics available through various subscription services and in partnership with the competitive intelligence team
- Participate in key client relationships and growing those accounts within Customer Experience practice and cross selling to other areas within West Monroe
- Experience in Delivering CX for Business Banking segments
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