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The position: The Customer Experience Manager role broadly focuses on uncovering learnings within our end-to-end Voice of the Customer initiatives and actioning against them to improve the customer and associate journey and lifecycle. This person will leverage CX Methodologies and Human-Centered Design (HCD) to enhance the processes, systems and conversations used to manage our relationship with our customers and other key audiences. On a day-to-day basis, the CX Manager will execute the CX strategy and roadmap through management and analysis of customer and associate experience related projects.
This role will help to champion the consumer experience mindset across the organization to ensure these perspectives are applied to impactful business decisions. The CX Manager reports directly to the Vice President of Customer Strategy
Success in this role will be measured by both execution of strategic efforts and improvement to customer satisfaction as well as product adoption and engagement.
Responsibilities
Program Oversight and Strategy:
Manage all aspects of the Voice of the Customer initiatives such as collection, analysis, QA and interpretation of customer feedback across solicited and unsolicited channels.Works in collaboration with internal subject matter experts and external vendors to execute the most appropriate CX research.Effectively collaborates with management to identify opportunities to improve touchpoints, processes and systems based on research and data findings.Leverages human-centered design (HCD) and other innovation/product development approaches to improve the product experience.Strategizes, implements, and oversees initiatives to improve customer experience and satisfaction.Develops and prepares analytic reports and collaborates on analysis and insights that drive data-driven decisions.Builds, enhances and maintains customer journey maps.Collaborates within team initiatives to drive improvements to the customer experience across all touchpoints.Partners with leadership on the development of CX focused action plans; leverages project management principles to support execution and tracking of initiatives and milestones.Navigates ambiguity through strategic and critical thinking.Identifies and implements improvements to the processes, programs, and tools used in support of the customer experience efforts.Improves communication to customers through people-centered copywriting.Supports and drives strategies and tactics appropriate for an iterative environment.Analyzes cross functional initiatives to help reduce a duplication of efforts.
Qualifications
Education & Experience:
Minimum of a bachelor’s degree in a relevant field.
Experience, exceeding 2 years, using, and applying customer experience methodologies or Human Centered Design to problem solve.
Experience creating, updating, and working from customer journey and process maps.
Experience organizing and conducting focus groups and interviews.
Strong communication skills both verbal and written.
Proficient in utilizing customer mapping and transcription tools.
Demonstrated expertise in leading cross-departmental projects.
Excellent interpersonal skills
Strong ability to identify and implement improvements to existing processes.
Understanding of program development and how the individual aspects come together – from Strategy to Standard Operating Procedures to Training & Communication.
Company InformationJoin RPM Living and experience exceptional benefits designed to enhance your life.
Weekly pay for all associates working onsite at an apartment communityComprehensive healthcare coverage available for all full-time, regular associates
Employer-paid employee assistance, mental health, and wellness programs
Ancillary benefits including critical illness, hospital indemnity, and accident insurance
401(k) with robust company match
Opportunities for professional development, career growth, and role-based learning plans
Diversity, Equity, Inclusion and Belonging (DEIB) and multiple Employee Resource Groups (ERG)
Paid time off plus floating holidays and volunteer days
Discounted Perks (Costco membership, movie tickets, health & wellness, entertainment & travel discounts)
Employment with RPM Living is contingent upon successful completion of a background check as local and federal state requires, and possession of a valid driver's license.
RPM Living participates in E-Verify. For more information, see the E-Verify Participation Poster and the Right to Work Poster.
RPM Living is an Equal Opportunity Employer.
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