Senior Manager CX Advisory Services
1 week ago
At Transcom, we're looking for a Senior Manager CX Advisory Services to join our team. As a key member of our CX Advisory team, you will be responsible for managing and delivering customer experience projects that focus on customer journey mapping and recommendations for business process improvement initiatives.
Key Responsibilities:
- Process Management System - Develop and implement process improvements to increase efficiency and effectiveness.
- Assessment, Evaluation, and Audits - Conduct assessments and evaluations to identify areas for improvement and develop recommendations for implementation.
- Customer and Agent Journey Mapping - Create customer and agent experience maps to identify opportunities for improvement and develop recommendations for implementation.
- Market Research and Benchmarking - Conduct market research and competitive analysis to understand industry trends and customer needs.
- Business Case and ROI Creation - Develop business cases and ROI analyses to evaluate the financial implications of proposed recommendations.
- Documentation and Reporting - Document all assumptions, methodologies, and findings in a clear and concise manner and prepare comprehensive reports and presentations for key stakeholders.
Requirements:
- Minimum studies: Bachelor's or Master's Degree or University Degree or equivalent.
- Leadership Experience: Ability to manage client discussions and decision makers.
- Strategic Thinking: Ability to align with CX advisory strategies and contribute to their effective implementation.
- Client Relationship Management: Demonstrated success in building and maintaining client relationships.
- Financial Acumen: Understanding of Profit and Loss (PnL) dynamics and financial aspects in CX advisory.
- Cross-Functional Collaboration: Experience in collaborating with diverse teams and supporting subject matter experts.
What We Offer:
- Health benefits for you and your family, including medical, dental, vision.
- 401(k) investment options with employer match opportunities.
- Paid Vacation Time.
- Remote, work-from-home.
- Great work/life balance.
Location Requirements:
Must live and work in the United States.
At Transcom, we're committed to delivering exceptional customer experiences and we're looking for talented individuals to join our team. If you're passionate about customer experience and have a strong background in CX advisory, we encourage you to apply for this exciting opportunity.
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