The Customer Experience Design Manager will be tasked with leading Customer Experience focused initiatives. These initiatives will require the ability to work across multiple business lines, influence process owners and drive significant change to create a “Best in Class” customer experience. This position will be instrumental in creating journey maps, content design and customer persona’s while working with other leaders and stakeholders geared toward Customer Experience design excellence. The Customer Experience Design Manager will place continued focus on process improvement, innovation, brand loyalty and cultural change projects within their area of responsibility while assessing policies, processes and procedures. The Customer Experience Design Manager will assist in designing a framework and execution plan to integrate key data elements and controls into best practices.
Reports to: SVP Customer Experience Management
Direct Reports: None currently, up to 2 in the future
Fast-paced call center environment