Manager, CX

Title: Manager, CX
Location: Nashville, TN or Remote, USA

Overview:

The Manager of Customer Experience (CX) acts as a customer experience expert and champion for Asurion. The ideal candidate will be thoughtful, strategic, and passionate about crafting and delivering an exceptional customer experience.

This person will be responsible for building and delivering an understanding of customer perceptions of our brand across our products and partners. In addition, they will develop insights on future customers through identifying CX needs and pain points in consumer groups of interest. This person will be hands-on in socializing, reporting, and implementing CX best practices (e.g. Journey Mapping, Customer Insights and Validation, etc.) into Asurion's product and service design initiatives, and develop and govern CX standards and best practices into the broader business/culture. This role will interface frequently with internal partners including product managers, operations managers, and other teams within marketing, etc. to help discover opportunities and embed CX methodologies, approach, and requirements into our solutions and daily operations. This role will listen to the voice of the customer, analyze customer and operational feedback for opportunities, and act on those opportunities with partners across Asurion.

The best candidate for the role will have a focus on the end-to-end experience, ability to demonstrate the value and benefit of CX, and ability to work efficiently and effectively in a fast-paced environment across a variety of simultaneous initiatives. This person will be required to communicate informed ideas quickly and crisply and partner with various business units to successfully guide them to act upon those ideas. They need strong data analysis skills, ability to support and lead projects, a bias for action, and a passion for creating ideal experiences for customers.

Essential Duties and Responsibilities: ? Deliver insights and key findings from both qualitative and quantitative consumer and customer feedback, social data, surveys, research, and other sources of data. ? Tell a compelling story by packaging insights for stakeholders across various levels of the organization; succinctly articulate concepts and ideas using appropriate visualizations. ? Regularly present insights to a variety of internal, and occasionally external, audiences. ? Analyze data to uncover continuous improvement opportunities in current experiences and in consumer groups of interest. ? Investigate and determine root causes of customer experience "pain points" and problem solve with other/ appropriate teams to identify solutions. ? Build cross-functional partnerships and influence priorities at various levels of the organization to help turn CX findings into Product/IT/Operations execution and to influence design of new products and capabilities. ? Promote the internal adoption of CX mindset and methodology through internal communications, training and development opportunities, and storytelling. ? Leverage design thinking techniques to highlight the power of the customer experience through journey maps, experience reviews, etc. ? Thrive while working on grey space projects within fast moving organizations. ? Manage multiple projects while quickly identifying the most critical, highest value effort and prioritize accordingly.

What You'll Bring to The Team:
? Customer-centric thinking; keeps customers as the top priority when making all business decisions, listening to customer feedback, and advocating for solutions that help customers achieve their objectives.
? Team oriented, collaborative, and a passionate customer advocate who articulates their opinion while maintaining flexibility to incorporate others point of views.
? Critical thinker that demonstrates intellectual and analytical rigor with strong problem-solving skills
? Proficiency in relating customer experience improvements to improved business/economic outcomes.
? Natural curiosity with a passion for being solution oriented.
? Bachelor's Degree required.
? 4-6 years of experience; strategy consulting, marketing, customer experience, product/service design or related function required.
? Knowledge of Microsoft Office Applications (Excel, PowerPoint, Visio, Word and Outlook) at the advanced level preferred.
? Preferred experience/knowledge with CX tools like Qualtrics and Clarabridge.
? A certification in one or more of the following is highly desirable: CCXP, Lean/Six Sigma.

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