Customer Experience Manager

Job description

Every career journey is personal. That's why we empower you with the tools and support to create your own success story. Be challenged. Be heard. Be valued. Be you ... be here. Job Summary: The Customer Experience (CX) Manager is a consultant responsible for understanding customer friction within a Value Stream. They partner with stakeholders to define current and future state customer journeys across touchpoints. This role creates a vision for the ideal customer experience by connecting channels (omnichannel) and collaborating with business partners. Focusing on experiences within their Value Stream (e.g., Acquisitions, Payments), they institutionalize a playbook for delivering superior experiences. They contribute to business projects to drive seamless experiences and report on success metrics and KPIs. They understand and address drivers of dissatisfaction and pain points, using insights to define journeys across people, process, policy, and technology. This role partners with the enterprise to create a best-in-class omnichannel experience. Essential Job Functions: Map omnichannel customer experiences and performance data to understand and improve current state experiences. Part...