Location
Ridgeland, MS | United States
Job description
The position of CX Development Manager is responsible identifying, developing, and launching net new customer experiences and journeys that differentiates, simplifies, and modernizes the customer experience while building customer advocacy and profitable efficiencies for each of our diversified lines of business. This position will require a creative and critical thinking team player who can work with other individuals and departments to bring experiences to fruition. This position reports to the VP, Customer Experience and Transformation.
- Build, lead, and develop a team that focuses on delivering innovative customer experiences and journeys required to hit company goals and deliver a best-in-industry customer experience.
- Use technology, artificial intelligence, and innovative tools & processes to proactively deliver differentiated experiences that are inspired, magnetic and often unexpected.
- Identify customer “problems to solve” and translate these observations into actionable customer experience strategies and execute against those strategies.
- Work closely with the Line-Of-Business Leadership and other key leadership stakeholders to understand and prioritize their needs and deliver results focused on each of their key objectives.
- Use Critical Thinking to solve complex problems and deliver solutions in a creative way that elevates what “great” looks like from an industry perspective.
- REQUIRED
- 4-year college degree or relevant experience
- Proven experience in voice of the customer research
- Proven experience in customer journey mapping
- Proven experience in developing “net new” customer experiences and journeys.
- Demonstrated ability in leading a team to accomplish complex and difficult tasks and hit or exceed goals
- Proven track record of working with and influencing cross-functional teams as well as establishing an internal network of relationships at all levels of the organization to drive results.
- Demonstrated success in managing a complex workload with multiple priorities and tight deadlines with a focus on measuring results and improving performance.
- Ability to demonstrate strong critical thinking skills to solve new and exciting opportunities.
- Excellent verbal and written communication skills, with a strong executive presence.
- Proficient in all Microsoft Office Products required, expert level in Excel, PowerPoint.
- PREFERRED
- Specific technical experience is desired in one or more of the following areas are preferred:
- Consumer and Business Wireless telecommunication and services
- Home Internet, TV, and Phone service
- Business and Enterprise telecommunication services, data center, security, professional services
- Knowledge of peer organizations and best practices / process is strongly preferred (I.E. Logistics, Customer Care, Sales, Network Operations, Marketing)
PHYSICAL REQUIREMENTS/WORKING CONDITIONS: Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screen.
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