Senior Manager – Customer Experience
| Company | TDS |
|---|---|
| Location | Madison, WI, USA, Remote in USA |
| Salary | $112100 – $182100 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Bachelor’s Degree -OR- 4+ years professional work experience.
- 5+ years’ leadership experience.
- 7+ years’ experience in customer experience strategy development.
Responsibilities
- Lead the analysis of current customer journeys to uncover strategic opportunities for improvement and innovation, develop and implement comprehensive strategies to enhance customer satisfaction and loyalty, and utilize insights from fiber broadband customers to design tailored experiences that meet their unique needs and expectations.
- Guide the progress of CX initiatives by leading the CX Core Team and driving collaboration with key stakeholders. Prioritize and oversee CX projects, ensuring alignment with strategic business goals. Develop tactical plans, establish timelines, assign responsibilities, and ensure timely execution. Provide executive oversight on business case development and strategic decision-making.
- Partner with senior leaders across Sales, Service, Marketing, and Operations to ensure a seamless and integrated customer experience. Lead and mentor high-performing teams, driving a culture of customer-centricity and excellence. Collaborate with network engineering and technical support teams to ensure the delivery of reliable and high-quality services.
- Establish robust methods for collecting and analyzing customer feedback to measure key performance indicators (KPIs) related to satisfaction, retention, and loyalty. Deliver regular reports and presentations to senior management, offering actionable insights to improve KPIs. Partner with the Marketing Research team to leverage Experience Management programs and advanced analytics for data-driven decision-making. Monitor and optimize KPIs such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), Customer Churn Rate, and Customer Retention.
Preferred Qualifications
- Bachelor’s degree in Marketing or Business Administration preferred.
- Experience within the telecommunications industry preferred.
- Demonstrated ability to lead cross-functional teams, and manage large-scale initiatives that enhance customer satisfaction and drive revenue.
- Proven track record of driving customer-centric initiatives and achieving significant, measurable results.
- Strong analytical skills to interpret market data and make data-driven decisions.
- Experience effectively communicating and presenting to stakeholders at various levels.