Customer Experience Manager

Customer Experience Manager

12 Jul 2021
Utah, Provo / orem, 84601 Provo / orem USA

Customer Experience Manager

Job Description

Acts as Member Care ‘Voice of the Member’ leader. Responsible for owning the development of the member insights function as well as creating the Brand Standards. Will serve as brand steward for refinement, ownership, and compliance of Brand Standards. Leads brand awareness of new initiatives and/or customer experience measurement programs. Serve as program manager for key functional member initiatives, domestically and internationally. Responsible for managing program teams and hold team accountable to ensure deadlines are met. Responsible for working cross functionally to gather data from multiple data sources; then manage the integration of said data to conduct analysis; further use analysis to diagnose Member opportunities and develop brand initiatives to help drive system change.

Core Duties & Essential Functions

  • Member Care Experience, Insights –
    • Brand Steward – acting as the brand steward of the Customer Experience, manage the measurement and report out of key measures on a monthly basis for the purpose of holding the team accountable for consistent delivery of a branded experience.
    • Action Planning – in partnership with program vendor, hold the team accountable for bottom performer action planning to ensure improvement and sustainment of a superior branded experience.
  • Brand Experience -
    • Acting as the Brand Steward, responsible for leading the creation of the brand standards, working to define member/brand experience clarity, seeking to foster the importance of a consistent branded experience.
    • Responsible for leading the brand audit and compliance to brand standards.
    • Builds relationships with cross-functional teams and stakeholders to effectively manage and deliver special initiative projects. Motivates and leads team while instilling a mindset of collaboration and continuous process improvement. Promotes effective team work and the spirit of partnership.
  • Program Management -
    • Member Experience Survey: manage program, transition roll-out, action planning creation, and training of tool use - maintain work-plans and deliverables. Hold team/vendor accountable. Conduct webinars for brand and team.
    • Consolidated feedback solution: support management of cross-functional project team (Int’l, Finance, Ops, IT, Training, & vendor) for creation, testing, and ongoing data gathering process, responsible for ensuring data is consolidated in a timely manner and is accurate. Conduct webinars for brand and team training.
    • Data management: acting as the brand liaison, responsible for supporting the integration of data sources into BI, managing the integration process, ensuring that data is reported and posted in a timely manner – hold others accountable when necessary.

Qualifications

  • 3-5 years in similiar CX Program management role
  • 2 years owning Voice of the Customer
  • Education: Bachelor’s Degree– Experience in lieu of formal education maybe considered for applicants with 15+ years of applicable experience
  • CX/Member Experience Obsessed – This means you should be well versed in current and future CX tends and standards
  • Ability to set data-based strategy, follow through on tactical implementation and execution of initiatives
  • Experience in the selection, implementation, utilization, and management of industry specific software and tools including but not limited to CRM software
  • Track record of coaching and development skills producing tangible positive outcomes

Additional Information

What to Do Next:

Please attach your resume including links to your portfolio where applicable. If you want to show your super powers in other ways – include that information too. You can be sure that Cricut® is an employer who values individuality, equality and diversity, so tell us what you’re all about. If you are a Maker or a DIY enthusiast, whether you think you are a good one or not, we would love to hear about it when you send us your information!

At Cricut®, we celebrate inclusion and diversity. Cricut is an equal opportunity employer and makes employment decisions based on merit. Cricut prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration. All your information will be kept confidential according to EEO guidelines. Cricut participates in E-Verify.

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