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Senior Customer Experience Manager in Lansing, MI at AF Group

Date Posted: 2/5/2019

Job Snapshot

  • Employee Type:
  • Location:
    Lansing, MI
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description


Primarily responsible for leading a team of professionals dedicated to implementing and maintaining a strategic Customer Experience program for the Enterprise. This individual will be responsible for establishing customer feedback loops, implementing and maintaing a VoC program, analyzing customer feedback, and working with various departments to execute on customer experience projects. Accountable for understanding AF Group's customer segments, personas, and journey maps and implementing strategic projects to address customer needs over time.


  • Create, maintain and execute a strategic customer experience roadmap, including the team, process and infrastructure to improve customer facing service, products, systems, and processes.
  • Implement and operationalize a Voice of the Customer (VOC) program -- capture feedback, analyze our performance, and take action; assist in documenting customer understanding in a way that is easy for employees to comprehend and use (e.g. customer personas, and Customer Experience ecosystem and journey maps).
  • Establish, with stakeholders and subject-matter-experts, CEM standards, policies, best practices, design methodology, and governance process to be used any time a new experience is introduced, or an existing experience is changed in any significant way.
  • Guide the organization to work together to improve the perceived quality of customer interactions for optimum Customer Experience delivery.
  • Develop, with HR, hiring practices that screen for customer-centric values and specific skills needed to deliver on the company's Customer Experience strategy.
  • Establishes measurement & tracking post-delivery to validate whether outcomes were achieved based on value proposition, business impact and CX design, providing management status updates related to organizational readiness and escalating issues and challenges as needed.
  • Directly manages the customer experience projects that support the implementation of the corporate business strategy. This includes managing people, planning, problem solving, risk and issue management, communications, reporting, vendor management, implementation, and advanced analytic project closeout.
  • Responsible for helping develop project and program cost benefit analysis.
  • Manages the project through team collaboration and weekly core team meetings.
  • Maintains a high level of professionalism.
  • Leads programs and very large and complex projects.
  • Participates in developing department goals, objectives and systems.
  • Serves as a member of various projects advisory groups providing project guidance.
  • Works with minimal supervision.
  • Maintains confidentiality.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.


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