Production Scheduler jobs in United States

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JOB PURPOSE:
To lead the design and continuous improvement of seamless, user-centred customer journeys across all touchpoints and channels. This role ensures that every stage of the customer experience is intuitive, efficient, and aligned with the company s service standards and strategic goals. By applying design thinking and data-driven insights, the Manager Customer Experience Design drives initiatives that enhance satisfaction, foster loyalty, and strengthen the brand s reputation for excellence in customer care.
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KEY ACCOUNTABILITIES:
A) Customer Experience Design & Innovation
• Lead the creation and maintenance of detailed customer journey maps and service blueprints for key customer segments.
• Apply design thinking methodologies to identify pain points and develop innovative solutions that simplify and enhance customer interactions.
• Collaborate with cross-functional teams (e.g., IT, Marketing, Operations) to implement design solutions that align with digital transformation and business goals.
• Develop prototypes, test concepts with end-users, and iterate designs based on feedback and data insights.
B) Customer Insights & Measurement
• Analyse qualitative and quantitative customer feedback to inform design priorities and validate experience improvements.
• Define and track key performance indicators (KPIs) for journey effectiveness, including customer satisfaction (CSAT), Net Promoter Score (NPS), and journey friction points.
• Regularly present insights and design recommendations to senior management.
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C) People Leadership
• Lead and mentor team members to build strong design and customer empathy capabilities.
• Set clear performance objectives, provide regular feedback, and support professional development to maximize team effectiveness.
• Foster a collaborative culture of innovation and continuous improvement.
D) Governance, Compliance & Reporting
• Ensure compliance with information security and privacy requirements in all design initiatives.
• Adhere to and champion company policies, processes, and standards to maintain consistent and high-quality service delivery.
• Prepare timely and accurate reports on journey performance, project progress, and design impact for leadership review.
E) Continuous Improvement
• Identify opportunities to enhance departmental tools, methodologies, and best practices in line with global CX design trends.
• Lead or contribute to projects that drive service excellence and operational efficiency.
F) Other Duties
• Perform other responsibilities related to the role as assigned by the Director Customer Experience.
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Competencies
Agility
Analytical Thinking
Delivery Excellence
Leading Self
Team Collaboration

Desired Candidate Profile

QUALIFICATIONS & EXPERIENCE:
Minimum Qualification
• Bachelor s degree in marketing, Business or relevant field
• MBA is a preference
Minimum Experience and Skills
• At least 5 years of experience in customer experiences related field.
• Multi-disciplinary with excellent understanding of all touchpoints in the customer lifecycle.
• Ability to collaborate with multiple teams (e.g., Marketing, IT, external partners).
• Proven ability to apply customer-centric design methods, strong analytical and problem-solving skills.
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