Customer Experience Manager (Hybrid Work Schedule)

 

Title: Customer Experience Manager (Hybrid Work Schedule)

State Role Title: Management

Hiring Range: $105,000 - $120,000

Pay Band: UG

Agency: Virginia Retirement System

Location: Virginia Retirement System

Agency Website: www.varetire.org

Recruitment Type: General Public - G

Job Duties

The Virginia Retirement System (VRS) is an independent state agency who delivers retirement benefits and more to covered Virginia public sector employees through sound financial stewardship and superior customer service. VRS ranks as the 14th largest public or private pension fund in the U.S. and the 42nd largest in the world, serving more than 803,000 active and inactive members, retirees and beneficiaries. Members include public school teachers, political subdivision employees (cities, towns, special authorities and commissions), state agency employees, public college and university personnel, state police, Virginia law officers and the judiciary. Approximately 836 employers participate in VRS.

VRS is seeking a Customer Experience Manager (CXM) experienced in building, implementing and leading cutting-edge customer experiences. 

The CXM is responsible for enhancing the overall agency customer experience by creating positive interactions that lead to long-lasting customer satisfaction. The CXM collaborates across all agency units to identify, implement and evaluate opportunities to maximize the customer experience at every stage of the customer journey. The CXM reports to the Chief Operating Officer (COO) and regularly interacts with internal and external stakeholders. 

Essential functions include:

• Develops and oversees the agency’s customer experience (CX) initiative.
• Conducts customer research, including the utilization of customer feedback tools.
• Develops and maintains customer journey maps optimizing the customer journey across multiple channels and identifying pain points.
• Ensures the customer experience strategy aligns with the agency’s strategic plan.
• Creates policies and procedures for use by all business units to support the optimal customer experience.
• Provides education and training on CX to agency staff to align the agency’s CX goals and objectives.
• Recommends and develops new customer experience activities, programs and training, and enhances existing programs to drive the adoption of the customer experience mindset and principles across the agency.
• Measures and tracks customer sentiment across all channels.
• Makes presentations to internal and external stakeholders, including the Board of Trustees.
• Establishes key performance indicators (KPIs) and metrics to measure and evaluate the effectiveness of CX initiatives.
• Drives continuous improvement by participating in agency strategic initiatives and cross-functional teams to align strategies with organizational goals.
• Conducts regular analysis to identify industry best practices and opportunities for differentiation.
• Prioritizes initiatives based on impact and ensures timely and effective implementation.
• Utilizes data from customer and internal stakeholder feedback to gain insights and build solution models to drive improvements.
• Champions the Voice of the Customer (VoC) and ensures it’s integrated into key processes to guarantee a customer centric approach.

Minimum Qualifications

A Bachelor’s degree in business, marketing, communications or related field. 

Ten (10) years of experience in stakeholder management, strategic planning, using data to set and evaluate goals, designing and implementing CX initiatives, developing surveys and other customer feedback tools.

Additional Considerations and Skills

• Experience leading strategic planning efforts and conducting strategic assessments.
• Thorough knowledge of CX practices, including customer journey mapping.
• Demonstrated strong analytical, written, and verbal communication skills.
• Excellent interpersonal and communication skills.
• Ability to solve problems quickly and effectively with quantitative thinking and in-depth analysis.
• Familiarity with the use of artificial intelligence (AI) in CX.
• Demonstrated ability to effectively influence and collaborate with technical and business teams and colleagues to deliver outcomes for stakehold