CSG Channel Experience Manager

1 month ago

Washington, United States Salesforce Full time

Our global Customer Support organization is on a journey to reimagine how we serve our customers in an Easy, Expert and Efficient way. This shift requires transformation across people, process, and technology, and our Channel Experience Design team plays a central role in this effort. The Channel Experience manager will be responsible for designing end-to-end customer experiences and driving continuous improvement initiatives in close partnership with our key stakeholders across the business.

Using Experience Design methodologies, this role will work across Salesforce understanding needs, aligning key stakeholders, procuring leadership approvals, and designing improved, frictionless experiences for our customers and internal Support delivery teams. New, and improved experiences will aim to increase automations, reduce clicks, and streamline and scale operations within our system(s) of engagement.

The ideal candidate has experience driving transformational change that leverages new technology, process, and operating models and a proven track record of defining and helping drive cross-functional, organization-wide strategic programs. The successful candidate will be endlessly focused on and passionate about driving innovation and change. The individual will have a high sense of urgency, strong communication skills, and an outstanding history of partnering with a broad cross-functional organization that is laser-focused on delivering to customer needs.

Primary Responsibilities: Apply Experience Design methodologies and principles to identify and develop transformational experiences that focus on outcomes, improve efficiencies, reduce time to resolution and drive customer satisfaction and innovation for our Education Experience business.

Empathetic and deep listener that elicits requirements via interviews, workshops, surveys and other business analysis techniques and translates them into aspirational experiences

Present findings, recommendations, and aspirational experiences to business stakeholders for alignment

With a customer-centric focus, drives rapid experimentation and hypothesis testing

Navigates difficult conversations, diverse issues and conflicting requirements by facilitating negotiations, and presenting options to design solutions that meet overall business needs.

Can effectively identify, frame, and communicate problems in a way that ensures all parties understand what they are, why they're important, and how we might go about solving them.

Inspires trust and nurtures relationships with stakeholders and business partners across the organization

Capable of leading, creating, and presenting a long-term vision, and with a supporting strategy to achieve it

Translates aspirational experiences into jobs to be done for technical requirements

Designs and effectively communicates customer and user journeys

Partners with business analyst functions to support the delivery of the experience

Participates as a tester in User Acceptance Testing (UAT) activities to ensure desired experience is delivered

Connects experiences with organizational priorities to drive alignment and accelerate innovation

Experience with and strong level of comfort using Google Slides to support executive story telling

Experience with design applications including but not limited to, Google Slides, Figma, Lucid Chart and Miro

Embodies the values of Trust, Customer Success, Innovation, and Equality

Preferred Qualifications: Experience building alignment with key executives, leaders, stakeholders and business partners across complex organizations

Has a strong executive presence and ability to deliver compelling perspectives with supportive data

Demonstrated ability to motivate, influence and gain commitment at all levels of the organization.

Strategic thinker, with clear vision to drive world-class change management.

Expertise in technology transformation and automation

Experience in Enterprise SaaS / Cloud companies preferred but not required

Salesforce cloud certifications, such as ADM 201

Experience Design/Human-centered design training/certification

Process improvement experience by applying Lean/Six-Sigma methodologies

LEAN certification and/or Lean Six Sigma Black Belt a plus

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