Senior Manager, Customer Excellence
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Job Description
Senior Manager leading the design and management of customer experience programs at Asurion. Collaborating with cross-functional teams to champion a customer-centric culture and drive organizational change.
Responsibilities:
- Lead the design, launch, and ongoing management of a new end-to-end customer experience (CX) program for the UBIF retail business.
- Set the strategic agenda for CX measurement; define what matters and ensure teams act on customer insights to deliver prioritized improvements.
- Assess and prioritize end-to-end customer journeys across retail and digital touchpoints; identify friction points that risk loyalty and revenue.
- Define and champion customer experience standards, service principles, and behavioral expectations for retail locations.
- Build and lead a CX Center of Excellence for escalation management, fostering a culture of service recovery and continuous learning.
- Lead change management and frontline enablement for CX initiatives; coach field leaders and serve as a visible champion of customer-centric culture.
- Build executive alignment on CX priorities; craft business cases grounded in customer and business outcomes.
Requirements:
- Bachelor's degree in Business, Marketing, Operations, or related field; advanced degree preferred
- 8+ years of progressive experience in customer experience, retail operations, or service design, including 3+ years in a people leadership role with a track record of developing and retaining talent.
- Demonstrated success designing and launching CX programs and standards in a multi-location retail environment, driving lasting behavioral and cultural change.
- Proven experience leading organizational change and influencing without authority across complex, matrixed environments; success building coalitions with executive and field leaders.
- Experience with VoC platforms, analytics, and journey mapping sufficient to set strategy, define measurement priorities, and translate insights into action.
Benefits:
- Competitive pay and benefits including health, dental, and vision
- Retirement savings plan
- Paid time off
- Continuing education support
- Ongoing training to grow your skills
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