Manager, Customer Experience (CX)

Overview:

The Manager of Customer Experience (CX) acts as a customer experience expert and champion for Asurion. The ideal candidate will be thoughtful, strategic, and passionate about crafting and delivering exceptional customer experience.

This person will be responsible for helping build, deliver, and support key CX initiatives and helping craft a world-class experience for customers of Asurion and our clients. This person will be hands-on in socializing, reporting, and implementing CX best practices (e.g. Journey Mapping, Customer Insights and Validation, etc.) into Asurion’s product and service design initiatives, and develop and govern CX standards and best practices into the broader business/culture. This role will interface frequently with internal partners including product managers, operations managers, and other teams within product, etc. to help discover opportunities and embed CX methodologies, approach, and requirements into our solutions and daily operations. This role will listen to the voice of the customer, analyze customer and operational feedback for opportunities, and act on those opportunities with partners across Asurion.

The best candidate for the role will have a focus on end-to-end experience, ability to demonstrate the value and benefit of CX, and ability to work efficiently and effectively in a fast-paced environment across a variety of simultaneous initiatives. This person will be required to communicate informed ideas quickly and crisply and partner with various business units to successfully guide them to act upon those ideas. They need strong data analysis skills, ability to support and lead projects, a bias for action, and a passion for creating ideal experiences for customers.

Essential Duties and Responsibilities:

• Deliver VOC insights and key findings from customer feedback, surveys, research, and other sources of customer data.
• Analyze qualitative and quantitative data to uncover customer trends, pain points and continuous improvement opportunities.
• Synthesizes research and analysis into insights and logical conclusions recommending realistic solutions and problem solving with appropriate teams to identify areas of action.
• Tell a compelling story by packaging insights for stakeholders across various levels of the organization; succinctly articulate concepts and ideas using appropriate data visualizations.
• Build cross-functional partnerships to advocate improvements to customer experience.
• Leverage design thinking techniques to highlight the power of the customer experience through journey maps, experience reviews, etc.
• Thrive while working on grey space projects within fast moving organizations.
• Manage multiple projects while quickly identifying the most critical, highest value effort and prioritize accordingly.

What You’ll Bring to The Team:

• Customer-centric thinking; keeps customers as the top priority when making all business decisions, listening to customer feedback, and advocating for solutions that help customers achieve their objectives.
• Team oriented, collaborative, and passionate customer advocates who articulates analysis while maintaining flexibility to incorporate others point of views.
• Critical thinker that demonstrates intellectual and analytical rigor with strong problem-solving skills
• Proficiency in relating customer experience improvements to improved business/economic outcomes.
• Natural curiosity with a passion for being solution oriented.
• Bachelor’s Degree required.
• 4-6 years of experience; strategy consulting, marketing, customer experience, product/service design or related function required.
• Knowledge of Microsoft Office Applications (Excel, PowerPoint, Visio, Word and Outlook) at the advanced level preferred.
• Preferred experience/knowledge with CX tools like Qualtrics and Clarabridge.
• A certification in one or more of the following is highly desirable: CCXP, Lean/Six Sigma.

Why Asurion?

Simply put, Asurion helps people stay connected. We are a privately held company which enables us to focus on long-term customer and client value. We provide over 290 million consumers around the world with simple, intuitive technology advice to help them get the most from their devices; support to fix their issues and connectivity crisis, and device protection to ensure they receive a replacement or repair. When a product is missing or simply doesn't work properly, Asurion’s 17,000 employees are focused on solving the problem with people and processes operating 24 hours a day, seven days a week, speaking six languages, and working across any device, platform, or provider. By partnering with leading retailers, mobile carriers and pay-tv providers, Asurion helps make customers’ lives a little easier and their technology a lot more amazing.