Customer Experience Strategist

3 weeks ago


Milwaukee, Wisconsin, United States City of Milwaukee Full time
Job Summary

We are seeking a seasoned Customer Experience Strategist to lead our efforts in enhancing customer satisfaction and experience across all touchpoints. The ideal candidate will possess strong leadership skills, the ability to form strategic partnerships, and a deep understanding of organizational dynamics.

This role requires a results-driven professional with a track record of driving business outcomes through effective CX strategies. The successful applicant will be responsible for developing and implementing initiatives that enhance customer experience, working closely with cross-functional teams, and collaborating with external stakeholders to achieve shared goals.

About This Opportunity

  • Prominent role in shaping the company's CX strategy and roadmap
  • Lead the development and implementation of CX initiatives, ensuring alignment with business objectives
  • Collaborate with internal stakeholders to identify areas for improvement and implement change
  • Presents to and participates in various cross-functional discussions with senior leaders
  • Maintain strategic business partnerships with government agencies, professional associations, industry leaders, and other external stakeholders

Key Responsibilities

  1. Develop and execute comprehensive CX strategies aligned with business objectives
  2. Lead digital transformation projects, ensuring user experience across customer-facing websites, apps, and technologies is consistent, constructive, and appealing
  3. Owning the measurement and performance standards of CX metrics, crafting strategies that drive key business outcomes and improvements to the company's culture and brand
  4. Responsible for formulating budgets for the Marketing and Service Development Departments and overseeing expenditures
  5. Presents and participates in various cross-functional discussions with the Executive Leadership Team and internal stakeholders

Requirements

  • Bachelor's degree in business administration, public administration, or related field required; Master's degree preferred
  • Nine (9) years of experience required in a related management role
  • Experience in public transportation or similar government structure preferred
  • Strong knowledge of MCTS areas and departments, local, state, and federal government funding programs as they relate to public transit, organizational and management practices relating to risk management, procurement, policy development, budgeting, contract compliance, information technology, and staff development

Salary Range: $129,400 - $161,800 per annum.



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