Lead Customer Experience Manager

Zeektek; United States; Remote; USD 60,000 - 65,000; Full time

Job summary

A leading IT consulting firm is seeking a Lead Experience Manager to analyze customer journey experiences and collaborate with cross-functional teams. The role requires expertise in Qualtrics and strong project management abilities to enhance customer insights, ensuring strategic initiatives align with customer experience objectives. Ideal candidates will have at least 7 years of relevant experience and excellent communication skills, ready to drive improvements in a fully remote environment.

Qualifications

• 7+ years of experience in Qualtrics or similar platform.
• Experience in analytics, customer experience, and project management.
• Strong communication and presentation skills.

Responsibilities

• Analyze customer journey and experiences to identify pain points.
• Collaborate on user personas and customer insight.
• Drive key initiatives to improve overall customer experience.

Skills

Analytical Skills

Project Management

Qualtrics Experience

Communication

Journey Mapping

Service Blueprinting

Customer Analytics

Web Analytics

Presentation Skills

Education

Bachelor's Degree

Tools

Microsoft PowerPoint

Job description

This range is provided by Zeektek. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$60.00/hr - $65.00/hr

We have a 12 month contract to hire for a Lead Experience Manager. Must have 7+ years of Qualtrics experience, Journey Mapping, Service Blueprinting, Persona Development and Project Management/analytics. Must have excellent verbal and written communication, and have experience with presenting to all levels. 100% Remote.

• Must have requirements: Demonstrated analytical and project management skills
• Qualtrics Experience or similar platform
• Journey Mapping, Service Blueprinting and Persona Development
• Strong communication and presentation skills – ability to make recommendations to all levels of the org
• Experience with Analytics; Customer Analytics; Customer
• Experience; Customer Insight; Customer
• Retention; Customer Satisfaction; Microsoft
• PowerPoint; Presentations; Program
• Management; Project Management;
• Research; Web Analytics
• Soft skills:Advanced Seeks to acquire knowledge in area of specialty
• Advanced Ability to identify basic problems and procedural irregularities, collect data, establish facts, and draw valid conclusions
• Advanced Ability to work independently
• Advanced Demonstrated analytical skills
• Advanced Demonstrated project management skills
• Advanced Demonstrates a high level of accuracy, even under pressure
• Advanced Demonstrates excellent judgment and decision making skills
• Advanced Ability to communicate and make recommendations to upper management
• Advanced Ability to drive multiple projects to successful completion

Understand current customer/employee experience: Analyze the end-to-end customer/employee journey across various touchpoints to identify pain points and uncover unmet needs, utilizing tools like Service Blueprints and Journey Maps and commissioning research where needed.

Understand customer/employee needs: Collaborate with cross-functional teams to create and maintain detailed user personas based on research and user feedback, encompassing demographics, behaviors, and pain points

Analyze consumer/employee data: Analyze user data and feedback collected from various channels such as surveys, call analytics, and web analytics. Utilize these insights to make data-driven recommendations for improvements based on key moments that matter.

Champion improvement: Collaborate with appropriate stakeholders to uncover the underlying root causes to critical friction points. Assist Product and Operations teams in prioritizing enhancements that promise the most significant impact on the overall consumer experience.

Inform Strategy - Partner with the digital strategy team to develop and execute a digital experience rooted in insights from the Voice of the Consumer data.

• DISQUALIFIERS:No CX experience

About this role:

Goal is to build Customer Experience insights and actioning and a process for continual improvement

The members of this team work with a high degree of autonomy and must be able to be self-driven, the individual must possess a great work ethic and demonstrate a willingness to learn and adapt as we build this program

• Responsibilities:Review new data for insights, meet with your Line of Business (LOB)
• Journey Maps for Macro and Micro Journeys
• Refine or create back-office blueprints.
• Work in Cemnatica to further refine the Journey with the Qualtrics data.
• Prep working sessions for reports, schedule meetings.
• Update Airtable Project Tracker, open request for new research or insights.
• This role provides the unique opportunity to get in on the ground floor of creating a new practice

Job Description:

Position Purpose:

Experience Managers play a pivotal role in shaping and enhancing the customer and employee experience. They possess a unique combination of strategic vision and tactical proficiency, collaborating closely with Customer Research & Insights, Product, Line of Business leaders, and Shared Service partners to align the end-to-end experience with overarching Customer Experience objectives.

In their day-to-day operations, these managers oversee the customer experience through the lens of Moments that Matter and other key experience value drivers. Leveraging their skills as Qualtrics dashboard power users, they quickly identify issues and delve into their root causes, gaining in-depth insights into the underlying factors shaping the customer experience. Their role extends beyond observation; they drive continuous improvements, perpetually enhancing the customer journey to meet ever-changing customer expectations and business goals.

Drive key customer experience initiatives and serve as a mentor and leader within the team. Oversee critical Voice of the Customer programs, working with cross-functional partners to ensure that insights are leveraged to improve both customer and employee experiences. Navigate complex issues, support the development of junior team members by helping them grow their capabilities and impact.

Education/Experience:

Requires a Bachelor's degree and 5 – 7 years of related experience.

Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.

Technical Skills:

One or more of the following skills are desired.

Experience with Analytics; Customer Analytics; Customer Experience; Customer Insight; Customer Retention; Customer Satisfaction; Microsoft PowerPoint; Presentations; Program Management; Project Management; Research; Web Analytics.

Soft Skills:

Intermediate - Seeks to acquire knowledge in area of specialty

Intermediate - Ability to identify basic problems and procedural irregularities, collect data, establish facts, and draw valid conclusions

Intermediate - Ability to work independently

Intermediate - Demonstrated analytical skills

Intermediate - Demonstrated project management skills

Intermediate - Demonstrates a high level of accuracy, even under pressure

Intermediate - Demonstrates excellent judgment and decision making skills

Intermediate - Ability to communicate and make recommendations to upper management

Intermediate - Ability to drive multiple projects to successful completion.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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