Senior Manager - Customer Experience

TDS Telecommunications LLC; Madison (WI); Remote; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Senior Manager for Customer Experience to lead transformative initiatives that enhance customer satisfaction and loyalty. This pivotal role involves analyzing customer journeys, leading cross-functional teams, and developing strategies that align with business objectives. The ideal candidate will possess strong leadership and analytical skills, advocating for the customer while leveraging insights to drive improvements. If you're passionate about creating exceptional customer experiences and ready to make a significant impact, this opportunity is perfect for you.

Qualifications

• 5+ years of leadership experience in customer experience.
• 7+ years of experience in customer experience strategy development.

Responsibilities

• Analyze customer journeys to identify improvement opportunities.
• Lead CX initiatives and collaborate with stakeholders.
• Establish methods for collecting and analyzing customer feedback.

Skills

Leadership

Customer Experience Strategy

Analytical Skills

Communication Skills

Stakeholder Engagement

Education

Bachelor's Degree

Bachelor’s in Marketing or Business Administration

Job description

Join to apply for the Senior Manager - Customer Experience role at TDS Telecommunications LLC

We have an exciting, newly created Senior Manager – Customer Experience opportunity at TDS. This pivotal leadership role is responsible for developing and executing our Customer Experience (CX) initiatives, transforming customer interactions to ensure exceptional satisfaction, ease, and loyalty. The Senior Manager – Customer Experience will advocate for the customer, leveraging insights and data to influence cross-functional teams and senior leadership. This role requires a visionary leader capable of managing complex projects, fostering collaboration, and delivering measurable improvements in customer experience.

Note: While our preferred candidate resides within a reasonable commute of Madison, WI, this role can be remote in any of the 40+ states where TDS Telecom operates.

Responsibilities

1. Analyze current customer journeys to identify opportunities for improvement and innovation, developing strategies to enhance satisfaction and loyalty tailored to fiber broadband customers.
2. Lead the CX Core Team and collaborate with key stakeholders to drive CX initiatives, ensuring alignment with business goals, developing tactical plans, and overseeing project execution.
3. Partner with senior leaders across Sales, Service, Marketing, and Operations to deliver a seamless customer experience. Lead and mentor teams, fostering a customer-centric culture, and work with technical teams to ensure service quality.
4. Establish methods for collecting and analyzing customer feedback, measuring KPIs like NPS, CSAT, CES, churn, and retention. Provide insights through reports and presentations, utilizing analytics and Experience Management programs to inform decisions.

Qualifications

Required Qualifications:

• Bachelor's Degree or 4+ years of professional experience.
• 5+ years of leadership experience.
• 7+ years of experience in customer experience strategy development.

Other Qualifications:

• Bachelor’s in Marketing or Business Administration preferred.
• Experience in telecommunications preferred.
• Proven ability to lead cross-functional teams and manage large initiatives that improve customer satisfaction and revenue.
• Strong analytical skills and experience in data-driven decision-making.
• Excellent communication and stakeholder engagement skills.

We encourage applicants who meet the required qualifications and believe in their potential to succeed, even if they do not meet all 'Other Qualifications'.