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RESPONSIBILITIES:
Kforce has a client that is seeking a Manager of Customer Insights & Strategic Projects in West Palm Beach, FL.
Summary:
We are looking for a Customer Experience Manager who will be responsible for building and scaling an elite-level, customer-obsessed team. This role will be the first line of defense for escalated customer support inquiries and will have a profound influence on our customers' experience. This role has a strong focus on strategic initiatives around human centered design, customer journey creation and implementation, Voice of the Customer (VOC) reporting, and any additional projects that help improve the customer experience. The insights from your team will directly influence go-to-market strategies for new products and digital solutions for our customers' various needs. You must be a team player with a strong collaborative mindset, a history of creative problem solving, and exceptional people management skills. This position reports to the Director of Customer Experience & Service.
Employees in this role manage the organization responsible for obtaining customer and industry insights from various sources to assist the business unit with project, policy development, resource allocation, quality improvement, standardization and strategic business planning. Individuals are responsible for leading benchmarking and customer survey efforts for the business unit, analyzing customer survey and voice data and processes to develop and recommend improvements throughout the business.
Duties:
Drives market research and other analytics to develop recommendations and improvements
Tracks and analyzes indicators measuring performance against customer expectations
Collaborates with functional areas to improve performance
Leads and works on cross-functional projects collaborating internal and external business units
Leads a team of Business Analysts who conduct complex operational analyses
REQUIREMENTS:
Bachelor's degree
Experience: 8+ years
Leadership Experience: 2+ years
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
