Senior Manager, Customer Experience & Insights

Paychex Deutschland GmbH; Cincinnati (OH); On-site; USD 99,000 - 155,000; Full time

Benefits offered by this job

Medical coverage

401(k) + match

Tuition reimbursement

Paid time off

Wellness programs

Job summary

Paychex is seeking a senior CX leader to develop and execute customer experience initiatives across the enterprise. The role focuses on creating and maintaining a CX framework, driving loyalty, and collaborating with business leaders to prioritize and resource improvements.

The ideal candidate brings 7+ years in strategy consulting or related customer-focused roles, with advanced degrees in business management and strong budgeting skills.

Qualifications

• Bachelor's Degree in Business Management or equivalent.
• Master's Degree in Business Management or equivalent.
• 5 years of experience in Management.
• 7 years of experience in Strategy Consulting, Marketing, Research, or related customer-focused function.

Responsibilities

• Develops new customer experience capabilities and tools to support the CX program framework.
• Prepares budgets for cost centers and analyzes interdepartmental reports to meet objectives.
• Develop a deep understanding of client experiences and identify opportunities to improve CX and loyalty.
• Conducts in-depth client interviews to understand satisfaction and needs.
• Share customer feedback with leadership via reports and meetings.
• Synthesize qualitative insights to tell a clear customer story for prioritization.
• Collaborate with leaders to create and manage a CX initiative roadmap and allocate resources.
• Coordinate across functions to connect initiatives affecting CX programs.
• Lead journey-mapping workshops with stakeholders to align on critical moments.

Skills

Management experience

Strategy consulting

Customer experience

Budgeting

Education

Bachelor's Degree in Business Management

Master's Degree in Business Management

Job description

Paychex is seeking a senior CX leader to develop and execute customer experience initiatives across the enterprise. The role focuses on creating and maintaining a CX framework, driving loyalty, and collaborating with business leaders to prioritize and resource improvements.

The ideal candidate brings 7+ years in strategy consulting or related customer-focused roles, with advanced degrees in business management and strong budgeting skills.