SENIOR CUSTOMER EXPERIENCE MANAGER SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Published: September 11, 2024 - The Senior Customer Experience Manager brings a robust analytical prowess, adept in deriving actionable insights from diverse data sources including calls, reports, and surveys. Skilled in vendor relationships and survey analysis, this role also excels in navigating complex problem-solving with a systematic approach. Highly effective in cross-team collaboration, the Manager drives influential changes within and beyond Operations, backed by strong communication skills and agile methodology experience.

Essential Hard and Soft Skills for a Standout Senior Customer Experience Manager Resume
  • Data Analysis
  • Survey Design
  • Vendor Management
  • Business Intelligence
  • Reporting
  • CRM Software
  • Agile Methodology
  • Tableau Proficiency
  • Project Management
  • Process Optimization
  • Leadership
  • Communication
  • Problem Solving
  • Strategic Thinking
  • Adaptability
  • Team Collaboration
  • Initiative
  • Time Management
  • Persuasion
  • Customer Focus

Summary of Senior Customer Experience Manager Knowledge and Qualifications on Resume

1. BA in Business Administration with 5 Years of Experience

  • Ability to build, strategize, prioritize, and manage a large customer experience strategy program.
  • Strong analytic and organizational skills, with the ability to compile, analyze, summarize, and gather actionable insights from large amounts of sources (calls, data, reports, etc.).
  • Experience in surveying approaches, analyses, and relationship management with vendors.
  • Highly analytical and business-minded with an ability to pursue complex problems in an organized way
  • Comfortable working closely with other teams and influencing change within and outside Operations and have experience in working in an agile environment.
  • Strong written and verbal communication skills across different audiences and communication styles.
  • Have high energy, can-do attitude with a willingness to do what it takes to get things done.
  • Have deep customer focus and experience with researching and determining customer needs.
  • Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.
  • Top-notch presentation skills with the ability to audience with deep insights and convincing recommendations.
  • Excellent proficiency in data visualization tools (Tableau experience).
  • Advanced Excel Skills (e.g. advanced functions, named ranges, macros, pivot tables, data connections, etc.).

2. BA in Marketing with 5 Years of Experience

  • Experience in process design/process management including proven success in process design, optimization, analysis, and documentation
  • Experience in project or program management
  • Wireless experience, previous experience working within or supporting Retail, B2B, or Care channels
  • Experience planning and deploying either business or IT initiatives (preference for both) with experience modeling business processes using a variety of tools and techniques
  • Ability to articulate the relationship between business strategy, customer experience and technology strategies
  • Ability to recognize structural issues within the organization, functional interdependencies and cross-silo redundancies.
  • Excellent communication skills, both written and oral, and the ability to convey results in a summarily and persuasive manner
  • Fluency in the use of all MS Office applications
  • Team player able to work effectively at all levels of an organization with the ability to influence others to move toward consensus. 
  • Strong facilitation and problem-solving skills 
  • Proven leader in establishing, innovating and improving customer and frontline experience processes

3. BA in Psychology with 8 Years of Experience

  • Experience in customer experience strategies, data and analytics, building case studies and presenting to upper management.
  • Knowledge of surveying tools and methodologies.
  • Prior experience with financial services or customer analytics
  • Heavy experience in continual process improvement and optimization.
  • Strong understanding of call center operations, customer experience related metrics and relationship of those metrics with business processes.
  • Experience leading complex cross functional efforts across multiple enterprise functions
  • Prior experience supporting Frontline Operations across multiple lines of Business (example Retail, Dealer, Care, Telesales, Business to Business)
  • Demonstrated history of solving complex initiatives requiring creative solutions to meet aggressive time frames
  • Deep understanding of Go-To-Market Process and established relationships with key business partners
  • Expertise and proven confidence presenting to Sr. Leadership
  • Prior experience in consulting, innovative process design and process re-engineering
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