Customer Experience Program Manager

Flexera Itasca , IL 60143

Posted 5 months ago

Flexera is seeking a creative Customer Experience Program Manager that can work with our Digital Marketing team to achieve our business' digital goals. The ideal candidate for this position is able to define and implement strategies that will actively use Customer Experience tools and processes such journey mapping, segmentation, and culture change methods to define how we interact with our customers along the entire customer journey.

Additionally, this person will be responsible for:

  • Gather insights through conducting ad hoc qualitative research, UX research, and workshops

  • Establish objectives, procedures, services levels agreements, design and develop end-user reports and dashboards to support monitoring and tracking CE performance and metrics

  • Lead, train, and motivate the customer experience team to meet objectives and provide incredible experiences

  • Use data and insights to identify opportunities and suggest improvements to optimize the customer experience

  • Support and build a strong governance program at all levels of the organization and take the lead in cross-function initiatives that will eliminate customer pain points and ensure incredible experiences

  • Develop and execute plans for the evolution of the customer experience and future channel strategies

  • Collaborate with customer advocates for all business initiatives

  • Consistent exercise of independent judgment and discretion in matters of significance

  • Define how we interact with our customers along the entire customer journey

  • Conduct ad hoc qualitative research, UX research, and workshops and use data to identify opportunities and suggest improvements to optimize the customer experience

  • Establish objectives, procedures, services levels agreements, design and develop end-user reports and dashboards

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Customer Experience Program Manager