Customer Experience Manager

Job Title: Customer Experience Manager

Job Description:

We are seeking a highly motivated and experienced Customer Experience and Service Excellence Manager to join our team. The ideal candidate will be responsible for enhancing service and operational excellence, identifying opportunities for improvement, implementing best practices, and leading initiatives to optimize customer and employee experiences.

Key Responsibilities:

Service Improvement and Continuous Service Improvement (CSI):

• Drive end to end Incident Management

• Work with Quality and Knowledge management team to drive improvements around these areas

• Review and recommend service level hygiene and improvement.

• Proactively assess operational practices across people, processes, and tools.

• Drive Continual Service Improvement Programs across various client and digital workplace services domains.

• Conduct Customer Experience/Technology Roadmap Workshops and create roadmaps to support efforts.

• Establish and implement industry best practices within our service delivery.

• Identify the need for proactive SWAT Programs.

• Make recommendations for tool adoption and maturity and drive implementation.

• Drive improvements to support end-user and customer leadership experience.

• Drive customer satisfaction.

Customer Experience (CX):

• Onboard client's teams to the CX Program by conducting in-depth Customer Learning sessions, CX Maturity Assessments, and Voice of the Customer analysis.

• Design, conduct, and evaluate studies to identify key customer interactions that need attention or improvement, documenting requirements.

• Develop personas, journey maps, and other tools to lead teams through problem-solving of complex business and technical challenges that directly impact the customer experience.

• Analyze, quantify, and clearly articulate the value derived from program actions.

• Design new and innovative customer interactions and touchpoints to enhance and differentiate our customer experience.

• Prioritize, manage, and deliver people/process/technology initiatives that optimize the Customer Experience end-to-end and result in quantifiable CX metric improvements.

• Provide thought leadership on the latest CX strategies and tools and seek to constantly advance HCL's position as a leader in Digital Workplace Services.

• Regularly communicate progress and opportunities to all levels of the organization using engaging and informative content.

• Effectively influence fellow leaders and team members to gain support for the CX Program with data and persuasion. Evangelize the Customer Experience mission and vision to all levels of the organization.

Qualifications:

• Bachelor's degree in Business Administration, Management Information Systems, Information Sciences, Engineering, Computer Science, or a related field.

• Overall 14+ years with 7+ years of progressive experience in Service Delivery, Operations Management, or Customer Support.

• Strong program management experience, including strategic planning, organization, execution, and follow-through.

• Strong data gathering and analytical skills which translate to action for improvement.

• Good presentation skills to build and share inspiring visual stories and use cases.

• Strong collaboration and influencing skills at all levels.

• Ability to adapt and change with the needs of the organization and business.

• Understanding of digital workplace solutions that enable collaboration, communication, and knowledge sharing.

• Recent experience as part of a Customer Experience organization preferred.

• Excellent communication skills in English. Proficiency with other international languages (German, French, Spanish) will be advantageous.

• Certified or trained in Project Management (Agile Scrum Master, PMP/Prince2, CAPM, etc.).

• ITIL v3 or above certification.

• Experience in handling End User Technology Transition and Transformation Projects.

• Experience in delivery management and deployment of IT solutions.

• ControlUp tool's knowledge would be an added advantage