Senior Manager of Customer Experience and Operations
hace 1 semana
Job Title: Senior Manager of Customer Experience and Operations
Company: Wolters Kluwer
Job Type: Full-time
Location: Remote (Europe)
About Us: Wolters Kluwer is a leading global provider of legal and business information, software solutions, and services for professionals.
Job Summary: We are seeking an experienced Senior Manager of Customer Experience and Operations to lead our customer journey design and program management efforts. The successful candidate will be responsible for bridging the gap between our customers and our organization, ensuring that every touchpoint across the customer journey is engaging, efficient, and effective.
Key Responsibilities:
- Design and Document Customer Journeys: Develop and maintain comprehensive customer journey maps across all functional domains, including marketing, sales, professional services, customer support, customer services, development, and product management.
- Champion Customer Experience Improvement: Identify opportunities to consistently improve the customer experience and drive customer retention, reduce churn, and increase customer satisfaction.
- Map Customer Journeys and Identify Improvement Opportunities: Analyze customer journeys and identify areas for improvement, leveraging standard metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and Customer Churn Rate.
- Drive Continuous Improvements: Leverage customer insights, emerging trends, and analytics to drive continuous improvements in customer experience and operations.
- Lead Cross-Country Initiatives: Project and program manage complex cross-country initiatives, collaborating with diverse teams and stakeholders.
Requirements:
- Deep Understanding of Customer Needs: Demonstrate a deep understanding of the needs of various customer segments within the Tax and Accounting customer base.
- Customer Journey Design Experience: Proven experience in customer journey design and support, as well as facilitation of business architecture design.
- Project and Program Management: Proven ability to project and program manage complex cross-country initiatives.
- Process Improvements: Experience in process improvements and ability to direct and influence teams spanning diverse cultures and backgrounds.
- Communication and Influencing Skills: Excellent communication and influencing skills, with the ability to communicate difficult concepts and influence others to adopt a different point of view.
What We Offer:
- Competitive Salary and Benefits: We offer a competitive salary and benefits package, including health insurance, retirement plan, and paid time off.
- Opportunities for Growth and Development: We offer opportunities for growth and development, including training and education programs, and career advancement opportunities.
- Collaborative and Dynamic Work Environment: We offer a collaborative and dynamic work environment, with a diverse team of professionals who are passionate about delivering exceptional customer experiences.
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