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Customer Experience Manager

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Experian

18d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • Austin
    Remote
  • Quick Apply

AI generated summary

  • You need 8+ years of strategic leadership, client relationship skills, problem-solving ability, project management experience, customer service and call center experience, and adaptability.
  • You will manage programs, optimize performance, lead teams, improve customer experience, analyze data, resolve issues, and ensure effective communication with internal and external partners.

Requirements

  • Bachelor's degree or equivalent experience typically requires 8 years minimum demonstrated strategic leadership experience.
  • This position is remote, someone in the Texas, United States area is preferred.
  • Experience building relationships with clients.
  • Experience using logical reasoning to solve problems.
  • Experience managing projects while meeting deadlines promptly.
  • Customer service leadership experience along with call center experience.
  • Experience handling support requests from a variety of different channels.
  • Experience with adaptability and success.

Responsibilities

  • Partner with internal and external customers to implement programs.
  • Be a subject matter expert to provide feedback on partner-driven changes to operational programs and routes requests to team members for review and feedback.
  • Provide strategic direction and manage the ongoing performance lines.
  • Lead team members to achieve project and Business line goals.
  • Be a voice of Customer and Subject Matter Expert (SME) for department.
  • Direct internal and external resource teams to provide qualitative and quantitative information to manage the ongoing performance line.
  • Be a principal relationship owner for MCE and EPS teams such as Product, Marketing, Sales.
  • Resolve issues, problems, status, and successes working with important partners and teams.
  • Develop strategies with product, marketing, and Sales that lead to the improvement in retention, CSAT, and call center measurements.
  • Manage programs to optimize brand performance by creating brand messaging in IVR.
  • Review and provide feedback on deliverables and implementation activities.
  • Identify risks and risk plans, manage and mitigate risks.
  • Lead the continuous improvement of standards and tools for the Departments managed.
  • Improve daily and monthly contact center performance using contact management system report.
  • Create reporting that rolls up to executive staff that highlights customer contacts, service levels, and improvement opportunities for supporting our consultants and clients.
  • Provide input and feedback that contributes to the plans to grow the call center teams using both in-house and outsource models based on business growth, historical contact volumes, seasonal trends, service goals and budget guidelines.
  • Lead assessing and developing customer service features and products to improve customer satisfaction and loyalty.
  • Responsible for all aspects of development, and deployment in assigned projects.
  • Scope management ensuring the project includes all work required for delivery.
  • Plan management developing a plan, including detailed work plans, and managing the project based on the plan.
  • Quality management ensuring that project outcomes meet requirements.
  • Communications management ensuring generation, collection, distribution, storage, and disposition of program information.
  • Risk management identifying, analyzing, and responding to project risks.
  • Manage external partner relationships to ensure MCE meets program expectations.
  • Use results from call listening, gather important data and trends for call monitoring and feed info back to business teams (Product, Marketing).
  • Work with Call Center contacts to gather info, implement projects.
  • Define, organize, plans, leads, controls, and execute complex work efforts to deliver Business line needs.
  • Communicate information for training curriculum and delivery, approve all.
  • Provide input and overall approval for any required agent scripting, IVR scripting, and knowledge base updates.
  • Review and approve business line escalation processes when needed.
  • Maintain knowledge of EPS products and internal business operations and related strategies.
  • Help achieve company and departmental goals.
  • Submit and present regular status reports in team meetings and project update sessions.

FAQs

What is the key responsibility of the Customer Experience Manager at Experian?

The key responsibility is to guide the health and success of assigned Departments by collaborating with Client Services, Product, Marketing, and CRM organizations to improve customer experience and manage operational relationships with external partners.

What qualifications are needed for this position?

A Bachelor's degree or equivalent experience, typically requiring a minimum of 8 years of demonstrated strategic leadership experience, along with customer service leadership and call center experience.

Is this position remote, and is there a preferred location?

Yes, this position is remote, but candidates from the Texas, United States area are preferred.

What types of experience are beneficial for this role?

Beneficial experiences include building relationships with clients, managing projects while meeting deadlines, handling support requests across various channels, and demonstrating adaptability and success in customer service leadership.

What are the expected work outcomes for the Customer Experience Manager?

Expected outcomes include improvement in retention, customer satisfaction (CSAT), and call center measurements, as well as optimizing brand performance and managing programs effectively.

How does Experian value its employees?

Experian places a strong emphasis on its people agenda, focusing on diversity, equity, and inclusion (DEI), work/life balance, employee development, engagement, and wellness, making it an award-winning workplace.

What kind of leadership experience is preferred for this position?

An applicant should have experience in strategic leadership, particularly in customer service and call center environments.

Will the Customer Experience Manager be involved in risk management?

Yes, the role involves identifying, analyzing, and responding to project risks to ensure successful outcomes.

Are there opportunities for career development in this role at Experian?

Yes, Experian is committed to employee development and offers a variety of opportunities for advancement and skill enhancement.

How does this position contribute to customer satisfaction?

The Customer Experience Manager leads the strategy for improving customer satisfaction and loyalty by assessing and developing service features and managing feedback from various channels.

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Experian

We're unlocking the power of data to help create a better tomorrow.

Technology
Industry
10,001+
Employees
1980
Founded Year

Mission & Purpose

Experian unlocks the power of data to create opportunities for consumers, businesses and society. During life’s big moments – from buying a home or car, to sending a child to college, to growing a business exponentially by connecting it with new customers – we empower consumers and our clients to manage data with confidence so they can maximize every opportunity. We gather, analyse and process data in ways others can’t. We help individuals take financial control and access financial services, businesses make smarter decision and thrive, lenders lend more responsibly, and organizations prevent identity fraud and crime. For more than 125 years, we’ve helped consumers and clients prosper, and economies and communities flourish – and we’re not done. Our 20,600 people in 43 countries believe the possibilities for you, and our world, are growing. We’re investing in new technologies, talented people and innovation so we can help create a better tomorrow. About Experian: Bringing data to life requires creativity, passion, flexibility and expertise. We want you to share in our success. That's why we offer rewards that recognise great performance. Working in a culture of collaboration, achievement and respect we will give you the support and encouragement you need to develop your skills and talents and progress your career. Everyday our people bring enthusiasm, innovation and inspiration to work and if this sounds like you connect with us at Experian.