Paychex

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Manager, Customer Experience (CX) – Service 8 views

Job Overview

  • Salary Offer Commensurate with Experience
  • Experience Level Mid-Level
  • Total Years Experience 3-5
  • Education 4-year degree

The Manager, Customer Experience (CX) – Service will be primarily responsible for managing a customer insights program to support internal and external client experience, sharing these insights with the leadership team, and ensuring the successful implementation of CX initiatives among the Service organization to increase business performance. The successful candidate will be able to clearly translate and communicate the needs of our clients to improve the overall Customer Experience across the entire customer journey. The Customer Experience Manager will lead a team of Voice-of-the-Customer Analysts and other Customer Experience personnel.

  • Develops new customer experience capabilities and tools to support overall framework and strategy of the program. Creates and implements on-going CX programs within Service to leverage existing knowledge and expertise in the company.
  • Prepares the capital and operating budgets for the cost center(s) and analyzes interdepartmental reports as they relate tothe cost center(s). Achieves cost center projections through labor expense and administrative expense controls to supportcompany financial objectives including management of revenue, retention, NPS, and other CX related targets and ROI.
  • Partner with business leaders to create a customer-focused CX initiative roadmap and successfully manage and report on the execution of this plan. Leverage customer insights to ensure proper prioritization of work and allocation of resources across the business.
  • Develop a deep understanding of our client’s experiences and identify opportunities to improve the end-to-end customer experience and build customer loyalty.
  • Organize, plan, and monitor the service organization and company’s customer service performance to ensure optimized interaction between Paychex and its clients.
  • Share customer feedback from surveys, employees and other sources with leadership team through combination of summary reports and meetings.
  • Supplement qualitative findings with others sources of customer information and synthesize the findings to tell a clear and compelling story about the customer experience.
  • Coordinate among Service and across functional areas to identify and connect all initiatives that impact a specific customer experience program.
  • Define a customer experience quality framework in a consistent manner across the enterprise, creating and reporting metrics to measure CX success, including their use in regular reviews and decision making processes.
  • Lead journey mapping workshops with internal stakeholders to identify and align on the moments that matter to improve the experience.
  • Additional duties as assigned.

Requirements

  • Bachelor’s Degree in Business Management, Strategic Leadership, or equivalent experience – Preferred
  • Master’s Degree in Business Management, Strategic Leadership, or equivalent experience – Preferred
  • 5 years of experience in Management.
  • 7 years of experience in Strategy Consulting, Marketing, Research, or related customer-focused function

Paychex

Explore your passion. Discover your potential.