Customer Experience Manager

There are over 7 billion people on this planet. And by 2050, there will be 2 billion more... many moving into urban centers at an unprecedented rate. Making sure there is enough food, fiber and infrastructure for our rapidly growing world is what we're all about at John Deere. And it's why we're investing in our people and our technology like never before! Here the world's brightest minds are tackling the world's biggest challenges. If you believe one person can make the world a better place, we'll put you to work. RIGHT NOW.

 

John Deere is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to, among other things, race, religion, color, national origin, sex, age, sexual orientation, gender identity or expression, status as a protected veteran, or status as a qualified individual with disability.

 

Primary Location: United States (US) - Iowa  -   
Function: Marketing / Sales
Title: Customer Experience Manager - 110057 
Onsite/Remote:Remote Position

 

 

This position is being posted in multiple global locations. The most qualified candidate will be selected based on the candidate's background, experience, and proficiency.

 

This position is eligible for remote work at the present time, if the slected candidate is located near a John Deere Facility, the requirement is to be onsite. The arrangement may be delayed for training or other job acclimation purposes and remains subject to change.

Your Responsibilities

 

As Customer Experience (CX) Manager for John Deere Financial (JDF), you will lead a team of CX professionals to grow JDF’s global CX maturity in support of improved customer and business outcomes.  You will establish a vision, strategy, and roadmap for the CX team to enable exceptional customer experiences in alignment with JDF’s strategy and business priorities.  You will guide the growth of CX capabilities to create an integrated understanding of the customer experience across touchpoints, channels, and JDF products and services.   You will influence leaders and collaborate with teams throughout the organization to leverage CX insights to help prioritize and address customer pain points and drive strategic enhancements to the customer experience.  In addition, you will: 

 

• Oversee the global CX function and provide leadership to the CX team to help advance the CX practice. Enable, coach, and develop CX team members.
• Lead the development and execution of a comprehensive CX vision, strategy, and roadmap to grow JDF’s CX maturity and enable an exceptional customer experience.  Influence and advocate as appropriate to ensure top customer needs are addressed.
• Lead the growth of CX capabilities including voice of the customer, journey mapping, CX measurement, and customer research to influence changes that enhance the overall journey experience.
• Determine key customer success metrics and collaborate with business partners and product teams to implement and measure customer results.
• Collaborate with business partners and products teams to embed CX practices and insights into decisions that support the effective execution of JDF’s strategy and business priorities.
• Communicate CX results to leadership and support employee education to improve customer understanding and centricity.  
• Lead the effective utilization of CX technology, including close partnership with the CX analytics team, to advance CX efficiency, insights and maturity.
• Provide CX leadership on strategic and transformation initiatives ensuring customer insights drive decisions.  
• Collaborate with business partners across John Deere Financial and the broader John Deere enterprise to ensure the JDF customer experience is considered holistically.

 

VISA sponsorship is NOT available for this position

 

What Skills You Need

 

• 5 or more years of progressive experience working in Customer Experience or a related field, such as product development, that leverages customer insights to drive decisions.
• Experience managing high-performing teams with strong leadership and coaching skills and the vision and passion to inspire others.
• St