Customer Experience Manager DC11435

Location
New York City, New York
Salary
Not Specified
Posted
Oct 10, 2020
Closes
Dec 09, 2020
Ref
customer-experience-manager-dc11435#GIJ--Pryo
Category
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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