Principal Customer Experience Manager- Customer Journey

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Job Overview

This role is essential for defining and orchestrating the customer experience to align with business strategies and goals. It involves analyzing business architecture, customer journeys and leveraging organizational interdependencies to improve customer interactions and processes. The role differentiates itself by modeling interactions among people, processes, and technology to guide strategic decisions. Success is measured by the ability to influence customer experience improvements, resolve pain points, and support business objectives through cross-functional collaboration. The work impacts the organization by enhancing customer satisfaction and aligning frontline experiences with overall business success.

Job Responsibilities:

• Collaborate cross-functionally to link business goals, architectures, and requirements frameworks to identify customer experience opportunities

• Analyze and model interactions among people, processes, and technology to guide technology strategies and achieve business objectives

• Capture and analyze business goals and processes to suggest improvements supporting strategic and operational targets

• Identify and resolve service interaction pain points to improve service performance and align with sales metrics

• Serve as subject matter expert for customer experience considerations during new initiative launches and monitor ongoing performance

• Engage with field leadership and operational teams to inform experience strategy and provide recommendations to executive leadership

• Also responsible for other duties/projects as assigned by business management as needed

• Elite problem solver

Education and Work Experience:

• Bachelor's Degree and 7 years of related work experience
  OR a combination of education and experience deemed equivalent (Required)

• Must be proficient and experienced in understanding Customer Journey work

• C-Site level capabilities in MS PowerPoint are non-negotiable

• Acceptable areas of study include Business Administration, Marketing, Communications or related field (Preferred)

• 4 years project or program management (Preferred)

• Experience leading complex cross functional efforts across multiple enterprise functions (Preferred)

• Extensive experience planning and deploying either business or IT initiatives (preference for both) with experience modeling business processes using a variety of tools and techniques (Preferred)

• Prior experience supporting Frontline Operations across multiple lines of Business (example; Retail, Dealer, Care, Telesales, Business to Business) (Preferred)

• Proven leader in establishing, innovating and improving customer and frontline experience processes

• 4+ years’ experience in process design/management including proven success in process design, optimization, analysis and documentation (Preferred)

Knowledge, Skills and Abilities:

• The ability to articulate the relationship between business strategy, customer experience and technology strategies (Required)

• The ability to recognize structural issues within the organization, functional interdependencies and cross-silo redundancies. Those issues may exist in role alignment, process gaps and overlaps, and business capability maturity gaps (Required)

• A broad, enterprise-wide view of the business and varying degrees of appreciation for strategy, processes and capabilities, enabling technologies, and governance (Required)

• Team player able to work effectively at all levels of an organization with the ability to influence others to move toward consensus. Strong facilitation and problem-solving skills are necessary (Required)

• Excellent communication skills, both written and oral, and the ability to convey results in a summary and persuasive manner (Required)

• Fluency in the use of all MS Office applications, including next level understanding of MS Excel (Formulas)  and MS PowerPoint (Required)

• At least 18 years of age

• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): Yes