Manager, Customer Experience (CX) - Service

Overview

The Manager, Customer Experience (CX) - Service will manage a customer insights program to support internal and external client experience, share insights with leadership, and implement CX initiatives to enhance business performance.

Responsibilities

• Develops new customer experience capabilities and tools to support the program's framework and strategy.
• Creates and implements ongoing CX programs within Service to leverage existing knowledge and expertise.
• Prepares the capital and operating budgets for the cost center(s) and analyzes interdepartmental reports.
• Achieves cost center projections through labor and administrative expense controls to support company financial objectives, including management of revenue, retention, NPS, and other CX-related targets and ROI.
• Partners with business leaders to create a customer-focused CX initiative roadmap and successfully manage and report on its execution.
• Leverage customer insights to ensure proper prioritization of work and resource allocation across the business.
• Develop a deep understanding of client experiences and identify opportunities to improve the end-to-end customer experience and build customer loyalty.
• Organize, plan, and monitor service organization and company's customer service performance to optimize interactions with Paychex and clients.
• Share customer feedback from surveys, employees, and other sources with leadership team through summary reports and meetings.
• Synthesize qualitative findings with other sources of customer information to tell a clear and compelling story about the customer experience.
• Cook up and coordinate among Service and across functional areas to identify and connect all initiatives impacting a specific customer experience program.
• Define a customer experience quality framework consistently across the enterprise, creating and reporting metrics to measure CX success, including their use in regular reviews and decision-making processes.
• Lead journey mapping workshops with internal stakeholders to identify and align on moments that matter to improve the experience.

Qualifications

• Bachelor's Degree in Business Management, Strategic Leadership, or equivalent experience - Preferred
• Master's Degree in Business Management, Strategic Leadership, or equivalent experience - Preferred
• 5 years of experience in Management
• 7 years of experience in Strategy Consulting, Marketing, Research, or related customer-focused function

What's in it for you?

• Comprehensive rewards including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and more
• Paid time off for volunteerism and company-wide/local initiatives benefiting organizations you care about
• Training and development programs to empower employees with ongoing learning opportunities
• Company culture reflecting diversity and valuing your perspective
• Equal opportunity employer committed to fostering a respectful and inclusive workplace