Customer Experience Manager DC11435

New York City, New York
Not Specified
Oct 10, 2020
Dec 09, 2020
Customer Service
Job Type
Not Specified
Career Level
Not Specified

Customer Experience Manager opening in Albany, New York. Act as a content expert on emerging customer experience trends and best practices; research and implement website tracking tools to identify current patterns or issues; analyze resulting data to provide Executive team with actionable recommendations; measure and observe customer usage and satisfaction and incorporate those findings into product and service developments; identify and implement industry best practices, strategies, and processes to support a best-in-class service experience; facilitate relationships between business and technical teams, identifying business drivers and processes, understanding user-centric design, and providing technical expertise related to customer activity tracking tools; work closely with key cross-functional stakeholders to improve customer experience, ensuring customer priorities are considered; and drive continuous improvement and champion positive change to improve service levels and increase customer satisfaction. Ideal candidate has a Bachelors degree and 4+ years of customer service and/or client relations experience; 1+ years of experience in a supervisory role; professional experience may include performing activities such as Marketing, Project Management, Information Technology, and/or Business/Public Relations. 4+ years of leadership experience in driving customer experience transformation within a large organization a plus. Experience in the insurance or financial sector preferred. Salary $open. (DC11435)

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