Customer Experience Strategy Manager
US-IL-Lincolnshire
Zebra Technologies
Req #: 109034
Type: Employee|Employee|Regular Full-time
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Overview: The Customer Experience Strategy Manager reports to the Director of Customer Experience and is responsible for driving efforts to continuously improve the global end-to-end experiences of Zebra's customers, including digital customer experiences. This includes, but is not limited to, customer and partner experience measurement and analyses, engaging in efforts to revise processes, tools, polices and business data. Responsibilities: * Supports Customer Experience Office (CXO) focusing on all of the enablers (process, data, metrics, technology, behaviors) required to enhance the overall global customer experience. Leverages quantitative and qualitative research methods to ensure that customers' perspectives are understood by business leaders. * Identifies and understands KPIs (e.g., NPS, CSAT, CES) to be used in measuring and monitoring customer experience; Prioritizes key areas to target for cross-functional improvement projects. * Partners with senior leaders from key functions to align on priorities, drive progress, and monitor issues/challenges. * Assists with development, tracking, and maintaining of customer experience design and improvement plans with multiple stakeholders and execute customer impacting projects that increase loyalty, retention, and satisfaction. * Regularly reports progress to leadership in a succinct and effective manner. * Be a thought leader and catalyst for creating a "customer first" culture. * Assists with development of practical CX governance designs to support metrics definition, decision making and accountability, and ROI calculation. * Designs and documents customer journeys and prioritizes system enhancements required to align to future-state processes. * Stays current with best-in-class trends in the technology industry to provide Zebra with additional ideas for improving customer experience. Able to work hybrid from Lincolnshire, IL. highly preferred Qualifications: Minimum Qualifications: * Minimum 8+ years of relevant experience, equivalent work experience accepted in lieu of a degree. Candidates with a bachelor's degree and experience with change management or customer experience strategy may be considered with 5+ years of experience. * Required travel up to 25% of the time, domestic and possibly international. Preferred Skills and Competencies: * Bachelor's degree strongly preferred * Change Management skills desired * Demonstrated ability to interface with management levels across functions. * Implementation of process improvements. * Can synthesize complex data into themes, stories, and recommendations. * Desire and ability for continuous learning/self-development. * Demonstrates an understanding of key financial factors. * Experience leading a team to successful business outcomes through project management and performance management practices. * Track record of being able to work effectively across complex organizations. * Familiarity with customer experience and digital experience maturity models, survey design and best practices, persona development, journey mapping, service blueprinting. * Self-starter, collaborative team player with a hands-on, get-it-done attitude and strong work ethic. * Fast learner, with strong analytical, critical thinking, and problem-solving skills. * Strong project management skills, with an ability to manage multiple projects simultaneously. * Excellent written and oral communication skills, strong presentation skills. Come Join the Herd! Zebra is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, protected veteran status, or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position, please contact us at workplace.accommodations@zebra.com. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Know Your Rights: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf Conozca sus Derechos: https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRightsSp_10_20.pdf We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Zebra is a federal contractor and is committed to an alcohol and drug free workplace. As a result, all U.S. based employees are subject to the Drug and Alcohol Free Workplace Policy and Procedure.
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