Senior Manager, Customer Experience Resume Samples

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R Mraz

Rowland

Mraz

4022 Elise Ways

Dallas

+1 (555) 930 7523

4022 Elise Ways

Dallas

Phone

p +1 (555) 930 7523

Experience Experience

New York, NY

Senior Manager Customer Experience

New York, NY

Graham, Emmerich and Dare

New York, NY

Senior Manager Customer Experience

Ensure compliance of both general and anti-money laundering and anti-terrorist financing (AML/ATF) compliance controls as well as operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues
Responsible for producing guidelines and principles to comprehensively deal with complaints in a way which maximises the outcome for both the customer and the bank
The diagnosis, prioritisation and tracking of top dissatisfiers within the RBWM business in order to identify macro trends which can be addressed and consequently action plans put in place
Work with COEs and SD to influence the culture within their business in order to put the customer at the centre of their business
Manage a programme across the RBWM business to ensure that Customer Satisfaction and Customer Engagement are monitored and that key drivers are in place in order to drive a positive increase in theCustomer Recommendation Index (CRI),
Ensure a clear link is in place between complaints and insight, working closely with Consumer Insight and Research to deliver a holistic customer view
Expertise in managing and improving end to end, cross functional, business processes

Los Angeles, CA

Senior Manager, Customer Experience

Los Angeles, CA

Mertz, Tillman and Hauck

Los Angeles, CA

Senior Manager, Customer Experience

Work with management and frontline to integrate Continuous Improvement methodology and framework into day to day operating rhythms
Provide leadership on Business Process Improvement and drive forward a culture of continuous improvement and efficiency
Spends at least 60% of time directly working with team to guide development and performance
Ensuring management information and reporting regarding business improvement results and improvement project status
Perform Root Cause Analysis and identify areas for future improvement and issue prevention
Lead & develop a team of customer focused individuals (CE Managers, CE Leads, CE Analysts, and QA Specialists)
Propose/manage projects to improve efficiency and reduce/prevent escalation occurrence

present

Dallas, TX

Senior Manager, Customer Experience Insights

Dallas, TX

Luettgen and Sons

present

Dallas, TX

Senior Manager, Customer Experience Insights

present

Develop LOB loyalty research plans and strategies that are aligned with overall markets and business plans for LOB
Proactively provide LOB partners with suggested topic areas to research and alternative approaches to generating and using research findings
Continually develop existing positive relationships with long-standing clients and suppliers, as well as forge bonds with new clients and suppliers, to enhance strategic consultant role and ultimately maximize loyalty research-based insights
Partner with internal clients to leverage existing and new research findings to develop new business strategies and initiatives and to improve the effectiveness of business initiatives as they relate to the customer
Effect positive change in the way BMO conducts and utilizes research
Continually increase research department’s level of involvement in the planning and use of research to develop business strategies, improve business decisions, and drive revenue
Reviews performance metrics, diagnoses root cause of underperformance and develops an improvement plan

Education Education

Bachelor’s Degree in Business

Quinnipiac University

Bachelor’s Degree in Business

Skills Skills

Strong knowledge of Retail Distribution
Excellent organizational and planning skills
Proven ability to engage and interact with internal teams in a collaborative manner
Strong analytical, written and verbal communication skills, including persuasion and documentation skills
Ability to manage and prioritize multiple projects
Strong time management and prioritization skills
Process Management / Quality
Accountability
Adaptability / Flexibility
Planning and organizing

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15 Senior Manager, Customer Experience resume templates

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Senior Manager Customer Experience Resume Examples & Samples

Reports to the Head of Customer Experience & Customer Relations, HBCA
Defines and develops Customer Experience and Complaints handling at a country level
The role plays a key part in ensuring end to end management of customer experience across all propositions, taking into account new and emerging trends, driving the business in a technologically advanced way which ensures a mutual value exchange
Highly financially literate
Ability to achieve significant change by working across a complex organisation
Strong planning and organisation with the ability to make tough decisions
Understands / speaks a second language is an asset

Senior Manager, Customer Experience Insights Resume Examples & Samples

Undergraduate university degree in business or social sciences
Degree in business or marketing research related field would be an asset
7 of 10 to seven years in progressive positions within marketing/marketing research functions (buyer and/or supplier side)
Thorough knowledge and experience of market and loyalty research methodology and practices. In
Well developed and practiced strategic decision-making with a full view of research and business implications
Experience in Text Analytics
Excellent communication (verbal, written) skills
Proactive communication abilities with other members of the Customer Experience Insights team –
Partnering and developing buy in from Business partners
Strong analytical skills; both data and text
Excellent project management skills with the ability to balance and oversee multiple projects and deadlines
Excellent relationship building, influencing and negotiation skills
Excellent people and resource management skills
Excellent supplier management skills
Proven and creative problem resolution skills and solid interpersonal skills are essential
Exceptional consulting skills
Strong team player and relationship building skills
Strong computer skills (spreadsheets, word-processing, presentation software)

Senior Manager Customer Experience Analytics Resume Examples & Samples

Collect, mine, extract, track, report and analyze data pertaining to customer experience and web performance. The scope of work will cover desktop, tablet and mobile
Identify critical business insights and spot opportunities for customer experience optimization, engagement optimization and conversion optimization
Work with Analytics and Customer Experience Teams to set KPI's, monitor and track performance versus goals, identify trends and insights
Develop new metrics and studies to quantify the value of different aspects of visitor behavior and conversion bottlenecks
Leverage web analytics data to identify A/B and multivariate testing opportunities and estimate impact and lift
Actively drive and operate a pipeline of A/B tests, build on fact based uplift potential
Lead analysis and insights to strategically drive our work and decision making
Scorecarding of the markets on adoption of features to provide support and best practice guidance to drive better usage of features and functionality
Master’s degree in a field that emphasizes quantitative methods (mathematics, statistics, computer science, business intelligence, economics, business, marketing, etc.)
At least 5 years of experience in the field of Digital Analytics, preferably in a multinational multisite context
Strong analytics and reporting skills including business intelligence, data visualization and dashboarding
Strong knowledge of statistics and testing methodology
You have hands on experience using the following type of tools
Tag Management (e.g. Tealium, Tagman, Ensighten, Adobe Tag Manager, Google Tag Manager, Adobe Dynamic Tag Management)
Web Analytics (e.g. Adobe Sitecatalyst, Adobe Ad hoc Analytics , Adobe Data Warehouse, Adobe Report Builder, Adobe Data Feed, Webtrends, ComScore, IBM Digital Analytics, Google Analytics)
Clickstream datawarehouse (e.g. Oracle, SAS, SAP Hana, Exasol, SQL, NOSQL)
Reporting Tools (e.g. Microstrategy, Business Objects, Tableau)
Customer Experience Measurement (e.g. Tealeaf CEM, Clicktale, KISSmetrics, Crazyegg)
Testing & Optimization tools (e.g. Optimizely, Maxymiser, Adobe Target, Sitespect, Autonomy, Monetate
Customer Experience Tools (e.g. Usability testing, Morae, Loop 11, Usertesting.com, eye tracking)
Voice of the Customer tools (e.g. Foresee, NPS measurement)
You have an avid focus on best practices across of eCommerce, ensuring we stay relevant and ahead of consumer expectations
A passion for understanding what drives customer behavior
Exceptional organizational, presentation, and communication skills – both verbal and written, fluent English (speaking and writing skills)
The ability to tell the story behind the numbers
A strong affinity towards digital, both in your work experience and personal projects
Ability to multi-task whilst retaining quality across projects
Accustomed to work in a RFC IT stream for getting changes realized
Self-starter, capable of planning and running projects independently
Demonstrated ability to learn quickly, be a team player, and manage change effectively
Understanding of the complexities of eCommerce systems and processes, with a focus on the impact of change and dependencies
Experience with international or multi-level marketing business

Senior Manager, Customer Experience Resume Examples & Samples

Lead development and execution of the end-to-end Customer Experience strategy, support ongoing strategic reviews and refinements to align with changing customer needs and evolving complexity of priorities and channel objectives
Lead creation and ongoing refinement of Customer Experience Roadmap and ensure consistent focus on mandate to deliver ongoing customer experience enhancements across all supporting business units
TDMS Lead assuming accountability for execution of NACCMS Customer Experience journey mandate for Merchant Services, actively participate in regular Executive Leadership Forums; providing insight and oversight for development of a standardized Customer Experience Dashboard for NACCMS businesses and influencing results
Impact and influence creation of Merchant Services CEI strategy, support annual goal setting and program updates, participate in monthly CEI forums and provide actionable initiatives to drive increased CEI; meeting all working committee deliverables
Recommend and drive forward changes to status quo - People, Process and Technology to deliver on TD’s brand promise and ensure that our Delivery Channels are supported in delivering a Legendary Credit Card Customer Experience at every interaction; leading through change management
Lead cross-functional working groups (including Product, Operations, Marketing, Delivery Channels, External Partners, CARES) to identify gaps and opportunities in customer insights, CEI programs and market research
Effectively communicate and balance the Shareholder and Customer view-points
Resolve day to day escalated customer irritants, including contacting customers

Senior Manager Customer Experience Analytics Resume Examples & Samples

Business and brand site performance insights to support our ambitious profitable growth
Own and steer the gathering of analytics business requirements and determine the roadmap & prioritization for the global Digital Analytics platform enhancements, ensuring collaboration across Brand Marketing, Direct to Consumer and Global IT
Tailor the platform and capability development to both global and market specific business requirements and mobilize and steer the relevant implementation/operations teams accordingly
Implement and operate Customer Experience Measurement tools
Coordinate and prioritize A/B and MVT-testing activities
Expert-level broad and deep knowledge and functional expertise on all aspects of Digital Analytics: Tag management, click stream Analytics, Customer Experience Management, Testing and Optimization
Excellent project management skills, including the ability to work on several projects simultaneously on a global level
Strong analytical skills, with the ability to structure and interpret data, with the right prioritization based on business relevance or scale of impact. Create executive summaries (easy to consume and convince) and deliver business solutions including technical background based on the receiving group
Outstanding problem solving skills – able to identify, analyze and propose solutions to various technical and business issues
The ability to understand and explain complex issues, but also clearly identify and communicate the situation at a high level
Ability to communicate and negotiate clearly and effectively to internal and external clients and vendors, both orally and in writing
Action-oriented with the ability to multi-task and discern priorities
A passion for delivering data-based recommendations for quantifiable improvements in business results and consumer satisfaction
Functional knowledge of eCommerce content, search engine optimization, search engine marketing, user experience, analytics and core eCommerce capabilities
Ability to work within a cross-functional, matrixed organization where indirect influence is as important as direct oversight in driving tactical execution
Excellent interpersonal, communication, and negotiation skills
Flexibility, including ability to adapt quickly to changing priorities; capable of operating in an ambiguous environment
Outspoken, proactive, fact-based communication skills in an international/cultural environment
Open to international travel
Planning & organizing: defining, managing & reviewing priorities with respect to capability development and organizing the relevant internal and external resources and stakeholders around these priorities; ability to act effectively in a fluid and fast-paced start-up like environment
Analysis & improvement; ability to distill from Digital Analytics reports the root causes of certain positive/negative commercial results and the ability to come up with solutions and initiatives (incl. business case development) on how to structurally improve the efficiency and effectiveness of the relevant customer interaction, both in terms of processes and commercial results; Ability to think conceptually and creatively, while at the same time being able to develop & deliver practical solutions that produce results
Project management; ability to manage complex projects (on time/budget/achievement of goals and objectives) that involve a wide range of stakeholders from various disciplines; ability to drive organizational change and transform processes; ability to combine determination and a goal-orientated attitude with flexibility and a natural habit of exploring new and better ways of achieving results
Relationship management & negotiation: ability to build relationships and effectively deal with a wide range of internal and external stakeholders (incl. third party vendors) and bring parties together that may have conflicting interests
Communication & presentation: ability to inform and convince different types of internal and external audiences of (senior) management, represent the Digital Analytics team effectively across the organization and demonstrate the ability to drive organizational change to further develop the ‘direct to consumer’ Analytics function
Bachelor’s degree in Business, Marketing or B.A./B.S. in a quantitative discipline required (Math, Computer Science, Engineering, etc.), advanced degree preferred
Minimum +5-8 years of experience in eCommerce business intelligence environment – leading Digital Analytics teams, preferably on a global scale
Understanding of tagging strategies and technical setup of Digital applications
Hands-on experience in enterprise Digital analytics and Digital analytics tools such as Adobe Analytics, plus experience with A/B and multi-variate testing tools
Experience with Voice of Customer tools
Fluency in English (written and verbal)

Senior Manager, Customer Experience Resume Examples & Samples

10 years + of strategic and operational leadership experience in a customer service environment
Rich experience in global and cross-functional organizations
Excellent customer centric service philosophy and understanding of the challenges in providing a world class customer experience while controlling costs in a growth environment
A successful track record in achieving and exceeding customer service goals in a high growth business
Process/operational improvement background (Six Sigma/Lean certifications) in transaction business is desired

Senior Manager Customer Experience Resume Examples & Samples

Expertise in managing and improving end to end, cross functional, business processes
Leading a remote team to execute on service strategy
Ability to set targets and deliver results in a fast paced environment
Strategic thinker with the ability to turn strategy into action plans
Excellent, disciplined project management across a large number of tasks and coordinating input from multiple parties
Engaging with global peers and functional teams to ensure we deliver optimised benefits for the customer, shareholder and employee
Solutions-focused interpersonal skills needed to develop influence across multiple teams, locally, regionally and globally
Manage relationships across multiple stakeholders
Tenacious, creative and analytical approach to problem solving, backed by a high degree of numeracy and attention to detail
Developing the customer service brand and branding strategy

Senior Manager Customer Experience Resume Examples & Samples

Bachelor’s degree required, MBA preferred
Minimum of 4-5 years of experience delivering a variety of customer experience projects
Customer focused mindset – advocates for the customer and is not afraid to represent their point of view even if it’s sensitive feedback
Demonstrated success using data to support business decisions (ie business case development)
Ability to multi-task across different projects, to work independently and to follow through
Ability to think strategically and develop creative solutions to CX challenges
Willingness to take on other ad hoc projects and requests as needed
Excellent written and verbal communications and presentation skills; Computer proficiency (MS Office – Word, Excel and PowerPoint)
Willingness to travel to contact centers in North Carolina and Iowa
Share

Senior Manager, Customer Experience Resume Examples & Samples

Develop, deploy and maintain a commercial payments NPS program strategy, in partnership with the research team
Lead improvements to current survey execution processes to enable efficiencies and clarity
Spearhead innovative and best-in-class ways to share NPS insights with the markets and functional teams to enable actions faster
Build internal awareness of NPS insights to drive business growth
Strategic thinker with a demonstrated ability to develop and effectively translate insights to actions
Strong project and process management skills with comfort managing multiple projects and switching gears easily
Independent and seasoned marketer with demonstrated ability to drive results in a dynamic, fast-paced environment
Highly customer (internal and external) focused
Superb relationship building skills and proven ability to influence and drive alignment within matrixed, global environment
Excellent written and oral communication skills that engage and inspire partners across all levels
Flexible and adaptable: able to excel in a fast paced, innovative, ever changing global resource constrained environment
Demonstrated ability to drive results
Deep knowledge of Net Promoter Score Survey Execution and Insights
Strong PowerPoint skills

Senior Manager, Customer Experience Resume Examples & Samples

Partnering with leadership and brand teams to understand the commercial landscape, growth objectives and strategies as well as customer journeys and insights that drive those behaviors
Collaborating with agency partners and internal and external cross functional stakeholders to execute identified commercial strategies and tactical plans
Partner with media team to deliver influence and guide brand decisions regarding digital strategy that are grounded in insight across channels and deliver effective and efficient innovative opportunities to grow the business
Orchestrate cross functional peers to contribute to the identification and evolution of experience planning, media, digital, and social best practices
Leading the creation of powerful brand experiences that drive business growth via the identification of innovative ways of connecting with our customers capitalizing on consumer media behaviors and the evolving media landscape
Identification of strategic vendor relationships that will deliver the experience strategy, activation, optimization and measurement of marketing investments
Development of campaign business rules in partnership with CRM agency to ensure customer privacy and compliance practices are upheld to the highest integrity
Managing the agency teams, inspiring work and fostering a positive environment that benefits our business
Partner with our analytics team to measure tactical effectiveness and optimization of plans to deliver business results
Primary business owner for website requirements in conjunction with IT to identify functional requirements, tagging implementation and platform architecture
Understand and execute data capture and data privacy consistently across all touch points & channels

Senior Manager, Customer Experience Resume Examples & Samples

Responsible for developing the customer culture throughout the Volkswagen team. Will work closely with the corporate teams such as Product, Marketing, Sales, Dealer Operations and Aftersales, ensuring a flawless execution of the experience and develop internal and external intelligence for continuous and sustainable improvements
Manage key relationships with vendors regarding customer surveys, mystery shopping, communications and dealership reward and recognition
Performance will be measured on a combination of strategic and operational key performance indicators, customer satisfaction, program execution and operational efficiencies
Create and maintain a continuous improvement and Customer Centric goal-oriented work environment that combines learning, achievement, recognition and exceeds Operational Metrics
Responsible for collection of all internal and external intelligence relating to the Customer sales and service experience. Analyzing and interpreting external data such as JDPA studies and creating compelling strategic business cases to improve and sustain the customer experience
Effectively manage customer experience measurement tools such as mystery shopping and customer experience survey program to effectively report and analyze dealer and regional performance
Ensure metrics and analysis for dealership rewards and recognition are aligned with improving and recognizing the customer experience
Regularly reviews customer service results with Senior Leaders including the whys and action plans to improve corporate and dealer solutions along with process improvements
Providing leadership to the Volkswagen Brand corporate, field, and dealer groups for the integration of the Customer Experience in all business activities. This is with the goal of improving the Customer Experience as measured by the JD Power and Associates' SSI and CSI studies
Defining the sales and service retail processes and assuring their integration into dealer training, systems support, sales/aftersales operations, rewards, and recognition programs
Defining the retail customer experience survey/measurement systems and assuring its integration into field/corporate KPIs, dealer performance systems and operations
Defining a comprehensive Customer Experience KPI using numerous metrics, including CES, mystery shopping, dealer loyalty and service retention. Developing the systems support to enable the organization to utilize the metrics most efficiently and effectively
Driving Customer Experience improvement initiatives that will sustain higher customer loyalty, service retention, and dealer and Brand profitability for the long term
Fostering relationships with VW AG Management to integrate Customer Experience initiatives and optimize resources
Minimum of 7 years of automotive experience
Must have initiative, creative thinker, detail oriented, possess excellent problem solving and analytical skills
Must have great people skills and strong leadership experience
Strong interpersonal skills and demonstrated ability to work in a team environment
Outstanding communication and presentation skills
Program management
Retail, After Sales & Sales Experience
Supplier management
Cost management
Expert level proficiency in Excel, PowerPoint, Word, Outlook & MTAB
Proven business, leadership and performance management skills

Senior Manager, Customer Experience Resume Examples & Samples

Guides team to proactively find customer experience opportunities and owns subsequent solutions that ensure seamless post-launch support of new products & services.Provide coaching, feedback, project guidance, and career planning to employees
Tireless passion for developing solutions that address operational pain points for T-Mobile Customers and Front line Employees
Works across the enterprise with key individuals to develop and align the Customer Experience strategy for Customer Service as in pertains to enterprise initiatives
Oversee the execution of analysis and resolution of product issues impacting customers and employees
Oversees teams and/or manages the execution of creating business process mapping and documentation to address product issues that impact customers
Proactive in communicating complex issues to senior leadership with vetted options for potential resolution
Action oriented problem solving
Desire to be in a fast paced, high visibility and dynamic environment that caters to the 24x7 needs of our customers
Oversee and direct the departmental strategy/road-map and represent needs at Sr. leadership meetings on behalf of the Director
Prepare departmental communications and provide status for key projects and metrics
Build key relationships with internal/external business partners
Experience creating and driving departmental strategy including the development and implementation of underlying tactics
Minimum of 5 years of Customer Service experience required
5 years of leadership experience
3 years of analytical experience
5+ years of wireless experience
2 years strategic planning experience
Proficient in Excel, Word, PowerPoint, Visio, SQL, Business Objects, Continuous Improvement Methodology and/or Content Management Principles
Excellent people and management skills. Proven ability to manage, lead, and develop direct reports across multiple functions and locations. Strong leadership and employee development skills. Proven ability to inspire, motivate and lead cross-functional teams to deliver on customer experience vision and strategies
Maintain knowledge about current industry-wide trends, capabilities of the latest technology, and the potential impact on the support of the business
Comprehensive knowledge/understanding of Customer Service support processes and procedures
Demonstrated ability to effectively balance the desire for "Best Customer Experience" technical solutions with the realities of the business environment
Innovative, analytical, and problem-solving skills a must. Proven ability to influence and set technical and strategic direction at an enterprise level
Proven ability to translate business strategies into customer-centric actions that drive results. Proven ability to prioritize and deliver on multiple threads of work
Understands broader implications of situations; identify potential problem areas and execute solutions across the enterprise before they become problems
Excellent communication skills and the ability to present detailed analytical results to executives in verbal or written form
Track record of successfully driving personal initiative and a demonstrated ability to drive change
Strengths in building large networks of internal contacts and leveraging positive working relationships to achieve business goals
Ability to travel (Domestic & International)
A strong passion for and a bias toward balancing both the Business needs and the Customer/Front-line Experience
Degree in International Business Management a plus
Supply Chain, Marketing, Product Development and/or Macro Network experience a plus
6 years related experience

Senior Manager, Customer Experience Resume Examples & Samples

Responsible in the overall leadership of Customer Experience framework and customer advocacy priorities
Develops and maintains appropriate relationships with all stakeholders to facilitate the successful accomplishment of business objectives
Ensuring management information and reporting regarding business improvement results and improvement project status
Liaise and work closely with the Operations team
Provide leadership on Business Process Improvement and drive forward a culture of continuous improvement and efficiency
Work with management and frontline to integrate Continuous Improvement methodology and framework into day to day operating rhythms
Drives for outcomes in key improvement areas
Serves as a change agent for developing a culture of identifying customer pain points and opportunities to improve customer service be it people, process, product or technology
Coaching site CE leadership teams in how to apply & manage with CE tools and methodologies
Provides both technical and organizational expertise, training and coaching to leverage organizational capabilities and to drive a voice of customer and voice of agent culture for identifying pain points and barriers to excellent service
Lead & develop a team of customer focused individuals (CE Managers, CE Leads, CE Analysts, and QA Specialists)
Interface with existing and potential clients on TeleTech strategy for promoting operational excellence
Interact with Operations stakeholders to share diagnostics, future state design, and implementation recommendations
Establish CE framework to enhance delivery excellence, customer insight, and business intelligence
At least 5 years experience working in a sales and service based role in a call centre or retail environment
Experience in a high volume and fast-paced environment which is structured and monitored
Six Sigma certification is an advantage with at least 5 years of working experience in Continuous Improvement, Change Management, Process Improvement, Project Management, and Re-engineering experience
Experience in analyzing and reporting data
Experience in a coaching, managing or mentoring role
Master or Degree holder from a reputable institution of higher learning preferred
Proficient with various office productivity applications particularly Excel and PowerPoint

Senior Manager, Customer Experience Resume Examples & Samples

Provide coaching, feedback, project guidance, and career planning to employees
Oversee and direct departmental strategy and roadmap and represent needs at leadership meetings
Minimum of 5 years of wireless experience required
Excellent people and management skills. Proven ability to manage, lead, and develop direct reports across multiple functions and locations. Strong leadership and employee development skills Proven ability to inspire, motivate and lead cross-functional teams to deliver on customer experience vision and strategies
Comprehensive knowledge of all support processes and procedures. Demonstrated ability to effectively balance the desire for "Best Customer Experience" technical solutions with the realities of the business environment
Innovative, analytical, and problem solving skills a must. Proven ability to influence and set technical and strategic direction at an enterprise level
Proven ability to translate business strategies into customer centric actions that drive results. Proven ability to prioritize and deliver on multiple threads of work
Excellent communication skills and the ability to present detailed analytical results to executives in verbal or written form. Track record of personal initiative and ability to drive change. Strengths in building large networks of internal contacts and leveraging positive working relationships to achieve business goals

Senior Manager, Customer Experience Resume Examples & Samples

Act as a primary point of escalation for highly visible issues that negatively impact our customers
Prioritize multiple concurrent client escalations and drive issue resolution
Develop/maintain metrics/dashboards that track escalation activity
Perform Root Cause Analysis and identify areas for future improvement and issue prevention
Develop/maintain standard processes for escalation engagement
Develop/maintain standard processes for escalation awareness and action across teams, departments and business units throughout the organization
Collaborate with other teams focused on customer escalation management across the broader organization and synchronize efforts
Propose/manage projects to improve efficiency and reduce/prevent escalation occurrence
Develop/maintain team information using internal web tools/interfaces
Develop/maintain information related to cross-team collaboration and best practices
Assist with team expansion regionally as needed; includes hiring, training and developing a strong support staff to maintain high customer satisfaction levels
Manage the team’s workload to ensure a high level of responsiveness and customer satisfaction
Maintain relationships with cross-functional organizations and departments to ensure efficiency
Be available for internal and client calls across global time zones
Be aware of and comply with all corporate policies
Communicate with Senior Leadership on escalation status and root cause
Work with clients to identify pain points and coordinate with internal teams to address concerns
Utilize CRM and other tools to record escalation activity for tracking key metrics
Determine root cause and recommend potential next steps to improve process efficiency
Document standard rules of engagement and step-by-step processes involving escalation management
Manage cross-department calls to discuss high priority account escalations that may impact multiple product areas across the business
Identify inefficiencies and areas in need of process improvement as part of escalation prevention
Frequently engage with Senior Leadership, technical teams and account management teams
Collaborate with cross-functional teams to achieve issue resolution and improve business process
Formally respond to customer concerns that are submitted via Email or social media
Create internal business process and best practice documentation
Conduct interviews, performance reviews, coaching, and training
Coordinate the resolution of client billing issues, credit requests and contract concerns
Bachelor’s degree in a technical field or equivalent experience
Eight or more years of experience in a support or account management role interfacing with customers
Five or more years of experience managing others, which may include providing training, advice and guidance from a technical and/or business perspective
Five or more years of experience as a point of client escalation to resolve complex issues requiring collaboration with cross-functional resources
Fluency in English is required as well as written and spoken fluency in one or more European languages (ideally French and/or German)
Demonstrated aptitude to assess and analyze issues/data and develop or implement appropriate plan to resolve
Successful experience working directly with customers
Must possess a customer-focused attitude with the ability to act as an advocate when handling escalated issues
Proven ability to engage and interact with internal teams in a collaborative manner
Strong analytical, written and verbal communication skills, including persuasion and documentation skills
Excellent organizational and planning skills
Strong time management and prioritization skills
Experience in utilizing a CRM system to track and resolve issues
Experience with software as a service (SaaS) preferred
Internet experience required

Senior Manager, Customer Experience Resume Examples & Samples

Supervises the daily operations of a team of representatives that support internal and external customers that want to place an order, have questions, or concerns regarding their account
Provides immediate supervision, monitors workflow, and assigns tasks, goals and objectives
Will be responsible for the direct management of approximately 15 front line Work From Home agents
Provides frequent, direct coaching and development to team members including daily huddles and weekly 1 on 1 coaching
Monitors phone calls on a regular basis and scores those calls based on internal quality standards
Participates in the selection/hiring, on-boarding/training of new hires
Assists Workforce Management when needed to ensure resources are available when needed
Minimum 2 to 5 years Supervisory experience
Passion for customer service, sales and team member development with an ability to energize others
Demonstrated flexibility to adapt to shifting demands and competing priorities

Senior Manager, Customer Experience Resume Examples & Samples

Support optimization of the customer experience by: (a) Creating processes to improve customer service and sales effectiveness, and remove/minimize the barriers to effective service and sales; (b) Providing recommendations for pilots, as well as phased and national implementation to ensure successful implementation of initiatives; and (c) Influencing and negotiating with business lines to achieve desired process, product or policy change
Supports the development of employee engagement materials to support the implementation and change management strategies for large-scale initiatives, process changes and cyclical/annual programs by: (a) Managing the design of omni-channel materials, ensuring a customer centric approach is embedded in all material; (b) Creating successful tactics to increase selling and servicing effectiveness; (c) Creating change management tactics and coaching tips to help coaches effectively manage employee adoption of initiatives and/or behavioural changes required; (d) Creating employee awareness and engagement in collaboration with Branch Communications and the Customer Contact Centre National Communications teams; and (e ) Creating communication plans, selecting the most appropriate medium of communication for effective change management
Acts as an advisor for business lines and channels to develop employee engagement material and act as subject matter expert for delivery of the customer experience and sales and service processes by: (a) Providing and reviewing content for sales and service related training; (b) Reviewing content prepared by business lines and channels to ensure it is consistent with the customer experience and established sales and service processes; and (c) Maintaining a thorough understanding of the competitive best practices around customer service and sales strategies and tactics
Implements the improved Intake and Gating strategy by: (a) Working with the Business Lines within his or her portfolio to understand their 1-3 year roadmap, and ensuring initiatives are input into the Intake and Gating process in a timely manner – to enable capacity management across the channels; and (b) Maintaining a line of sight to all planned and in-flight initiatives impacting the channels across the business lines within his or her portfolio
Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions
Champions the values of a high performance team
5-7 years of Financial Institution Experience
Strong knowledge of Retail Distribution
Knowledge of Investment Product/Wealth Management preferred
Ability to manage and prioritize multiple projects

Senior Manager Customer Experience Resume Examples & Samples

Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge
Lead and implement Creditor Insurance Administration and Customer Experience Strategies pertaining to Creditor Insurance
Manage Creditor insurance administration by ensuring effective operational risk management, including operational continuity, efficiencies, standards and targets are achieved for the business. The incumbent is expected to make “Out of Policy” decisions on escalated issues within the scope of the position’s mandate and authorization levels
Direct and collaboratively manage the Insurance Canada Processing Centre, and the Insurance Canada Service Centre
Direct and manage all aspects of the customer experience team including special investigations, escalated complaints and media threats
Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions
Creates an environment in which his/her team pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct
Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team
5 – 10 years of progressive experience in the management of complex and diverse customer experience and administration functions
Knowledge of, or experience in Creditor Insurance is a definite asset
5 – 10 years leading teams

Senior Manager, Customer Experience Resume Examples & Samples

Coordinate with internal organizations to drive ongoing process improvements utilizing customer satisfaction data gathered from multiple forums with the goal to provide optimum customer experience
Partner with Executive leadership team and Project Management Office to define and establish metrics to provide world class data related to real-time issue trending, identifying improvements in customer listening forums, and tracking revenue and increased profit opportunities
Create a unified platform and lead company-wide initiatives for understanding the voice of the customer including survey design and panel management
Facilitate the development of the accountability action chain, establishing the approaches and implementation of research to understand customer loyalty and return on investment (ROI)
Evaluate the effectiveness of the Customer Success Organization and drive continuous process improvements; implement adjustments and/or system enhancements working cross-functionally to ensure customer satisfaction exceeds expected service levels
Acting leader and influencer of all teams across the company including small task force of Customer Experience associates

Senior Manager, Customer Experience & P Resume Examples & Samples

Lead a team of high performing individuals (five)
Reinvent the way business customers shop for MRO and Healthcare products
Set a high bar for customer experience and lead cross functionally to share gaps and address them
Drive complex business analysis that identifies opportunities to drive growth
Own ongoing communication with senior leadership
7-15 years of leadership experience in customer facing businesses
Direct people management experience
Strong quantitative analysis, problem solving and project management skills
Retail, B2B and/or online experience
You will be analytical, enthusiastic and customer-focused
You will have strong judgment, be a creative problem solver, and strong people management and writing skills
Familiarity with HTML, XML, Photoshop, Excel, SQL, and general office software
Expertise in product management ; confirmed ability to generate innovate and effective customer experiences that generate results
Attested ability to recruit, lead, develop, and retain a high-performing team in a high-pressure, rapidly changing environment
Highly developed and polished written and verbal communication skills
Successfully able to present to and influence management at the VP level and above and capable of writing and owning large, complex documents
Ability to bridge data analysis, primary and secondary research, competitive intelligence and marketing savvy to build powerful marketing and communication programs

Senior Manager, Customer Experience Resume Examples & Samples

Lead Operations, Product Managers and Business Analysts with end to end responsibility over the service experience and metrics
Create the vision of for an awesome service fulfillment experience
Define, prioritize and plan the initiatives to be implemented, gaining alignment with stakeholders and executives
Drive the technical team to innovate and redesign the experience to better serve our customers
Ensure execution and continuous improvement of transactional processes to ensure a network of thousands of service professionals deliver customers a great experience
Define and implement policies and processes such as cancellation policies and suspension policies
Obsess over every individual customer experience and drive to root cause
Work cross-functionally and cross-culturally with Seattle business staff, India development teams and Costa Rica call center staff
7+ years business experience, preferably in customer service or a related field
Analytical thinker with a proven ability to probe, question and get “under the hood” of established business operations and processes
A Big thinker who can look outside the box for solutions but can probe and consider all the facts and details, while still staying aligned with the long term plans and goals
Excellent communicator both verbally and written with an ability to communicate with all levels in the organization (technical, business, executive)
Ability to think and act both strategically and tactically
MBA or Master’s degree in Operations or Business Information Systems
A background in business analysis with strong SQL skills
Should have a proven track record in the delivery of large scale complex cross-functional projects
Working knowledge of Six Sigma tools and Lean techniques