Asurion
Senior Manager of Customer Experience Strategy
The Senior Manager of Customer Experience Strategy acts as a customer experience expert and champion for Asurion. We are looking for an all-around athlete who is strategic, curious, creative, and passionate about crafting and delivering an exceptional customer experience. This person will be responsible for helping define, drive, and support key CX initiatives. This role requires someone willing to be hands-on in socializing, influencing, and implementing CX best practices (e.g., Journey Mapping, Customer Insights and Validation, etc.) into Asurion's operating model. They will be responsible for building training and integrating CX standards and best practices into the broader business/culture. This highly visible role will frequently interface with stakeholders and senior-level business leaders to help discover, define, develop, and embed CX methodologies, approaches, and requirements into our daily operations. The best candidate for the role will have a keen sense for our customers' end-to-end experience, the ability to demonstrate the value and benefit of CX, and the capacity to work efficiently and effectively in a fast-paced environment across a variety of initiatives. This person will need to communicate quickly and crisply, create detailed training materials and guides, and partner with various business teams. As a seasoned manager, this person should also demonstrate an extraordinary ability to collaborate across functional lines and provide clear and concise team status, including visualizations that demonstrate approach, data, and research results, plans, and timelines. Essential Duties & Responsibilities:
Leads the content creation and execution of consumer-centric training and workshops to educate on core CX competencies (e.g., Design) while bringing together stakeholders from across the enterprise Manages cultural change and internal adoption of CX mindset and methodology through internal communications, training and development opportunities, and storytelling Contributes to the development of a customer-focused CX initiative roadmap and successfully manages and reports on the execution of this plan Supports the organization by establishing governance around CX related initiatives Builds cross-functional partnerships at various levels of the organization to help drive customer-centric culture change Owns the communication strategies for the CX team
including internal SharePoint site content, enterprise communication, and oversight of key CX events Creates polished training materials for in-person workshops as well as leave behind materials to help facilitate train-the-trainer type education sessions Creates success stories and one-pagers that highlight the positive impacts of CX initiatives for the greater Asurion-organization, including measuring ROI and/or understanding if a problem has been solved or not Participates as a flex CX strategist for high-priority product/project initiatives that need a consumer-advocate Knowledge, Skills & Abilities:
Excellent communication, influencing, and presentation skills to senior management; visualization skills and the ability to succinctly articulate concepts and ideas in a simple fashion Demonstrated ability to manage multiple projects and priorities Interacts effectively with individuals and groups inside and outside the company Team-oriented, collaborative partner that passionately advocates and articulates her/his opinion while maintaining flexibility to incorporate others' points of view Comfortable working in grey space projects and within fast-moving and changing organizations Minimum Qualifications:
Bachelor's degree in Business, Marketing, or a related field required, CCXP preferred 5-7 years of experience with management consulting, marketing, corporate strategy, or related customer-focused function required Natural curiosity with a passion for problem solving and delivering results Training and corporate learning & development experience is a plus Excellent communication skills Collaborative personality balanced with an uncompromising drive to deliver excellence for customers Advanced Knowledge of Microsoft Office Applications (Excel, PowerPoint, Visio, Word, and Outlook) at the advanced level preferred
The Senior Manager of Customer Experience Strategy acts as a customer experience expert and champion for Asurion. We are looking for an all-around athlete who is strategic, curious, creative, and passionate about crafting and delivering an exceptional customer experience. This person will be responsible for helping define, drive, and support key CX initiatives. This role requires someone willing to be hands-on in socializing, influencing, and implementing CX best practices (e.g., Journey Mapping, Customer Insights and Validation, etc.) into Asurion's operating model. They will be responsible for building training and integrating CX standards and best practices into the broader business/culture. This highly visible role will frequently interface with stakeholders and senior-level business leaders to help discover, define, develop, and embed CX methodologies, approaches, and requirements into our daily operations. The best candidate for the role will have a keen sense for our customers' end-to-end experience, the ability to demonstrate the value and benefit of CX, and the capacity to work efficiently and effectively in a fast-paced environment across a variety of initiatives. This person will need to communicate quickly and crisply, create detailed training materials and guides, and partner with various business teams. As a seasoned manager, this person should also demonstrate an extraordinary ability to collaborate across functional lines and provide clear and concise team status, including visualizations that demonstrate approach, data, and research results, plans, and timelines. Essential Duties & Responsibilities:
Leads the content creation and execution of consumer-centric training and workshops to educate on core CX competencies (e.g., Design) while bringing together stakeholders from across the enterprise Manages cultural change and internal adoption of CX mindset and methodology through internal communications, training and development opportunities, and storytelling Contributes to the development of a customer-focused CX initiative roadmap and successfully manages and reports on the execution of this plan Supports the organization by establishing governance around CX related initiatives Builds cross-functional partnerships at various levels of the organization to help drive customer-centric culture change Owns the communication strategies for the CX team
including internal SharePoint site content, enterprise communication, and oversight of key CX events Creates polished training materials for in-person workshops as well as leave behind materials to help facilitate train-the-trainer type education sessions Creates success stories and one-pagers that highlight the positive impacts of CX initiatives for the greater Asurion-organization, including measuring ROI and/or understanding if a problem has been solved or not Participates as a flex CX strategist for high-priority product/project initiatives that need a consumer-advocate Knowledge, Skills & Abilities:
Excellent communication, influencing, and presentation skills to senior management; visualization skills and the ability to succinctly articulate concepts and ideas in a simple fashion Demonstrated ability to manage multiple projects and priorities Interacts effectively with individuals and groups inside and outside the company Team-oriented, collaborative partner that passionately advocates and articulates her/his opinion while maintaining flexibility to incorporate others' points of view Comfortable working in grey space projects and within fast-moving and changing organizations Minimum Qualifications:
Bachelor's degree in Business, Marketing, or a related field required, CCXP preferred 5-7 years of experience with management consulting, marketing, corporate strategy, or related customer-focused function required Natural curiosity with a passion for problem solving and delivering results Training and corporate learning & development experience is a plus Excellent communication skills Collaborative personality balanced with an uncompromising drive to deliver excellence for customers Advanced Knowledge of Microsoft Office Applications (Excel, PowerPoint, Visio, Word, and Outlook) at the advanced level preferred