Experience Manager ensuring exceptional experiences for employees and guests at Cushman & Wakefield. Partnering with internal teams to enhance workplace service and lead hospitality training.
About the role
- Manager of Customer Journey at Avangrid, enhancing customer satisfaction through digital and traditional channels. Leading cross-functional teams to innovate and align customer experience strategies.
Responsibilities
- Define and implement a comprehensive customer journey strategy aligned with business goals and customer expectations.
- Lead a team of journey designers and analysts, providing coaching, performance feedback, and professional development.
- Oversee the mapping of current and future-state journeys, identifying pain points and opportunities for improvement.
- Ensure customer needs are at the core of all service and experience design initiatives.
- Partner with Product, IT, Marketing, Customer Care, and Regulatory teams to align journey improvements with business priorities.
- Use customer feedback, analytics, and behavioral data to inform journey enhancements and measure impact.
- Align journey initiatives with digital product development to ensure seamless integration and adoption.
- Guarantee that all journey designs meet regulatory, accessibility, and cybersecurity standards.
- Foster a culture of experimentation, learning, and customer empathy across the organization.
- Establish KPIs and reporting frameworks to track journey effectiveness and customer satisfaction.
- Drive organizational change to embed customer journey thinking into business processes and culture.
- Present journey insights, progress, and recommendations to senior leadership and stakeholders.
- Collaborate with vendors and consultants to support journey mapping, research, and design initiatives.
Requirements
- Bachelor’s degree in Technology, Digital, Business, or related field
- 8+ years of experience in digital product management, with at least 3 years in a leadership or managerial role.
- Strong understanding of Agile frameworks and digital transformation practices.
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