Customer Experience Manager - Connected Services

Paccar - Lewisville, TX

Full-time - Mid Level

Lewisville, TX

Machinery Manufacturing

About the position

As the Customer Experience Manager for Connected Services at PACCAR, you will play a pivotal role in enhancing the customer journey associated with our digital products and services. This position is integral to the Global Connected Services team, which is dedicated to transforming the vehicle ownership experience through innovative solutions delivered to connected-enabled vehicles. You will collaborate closely with various stakeholders, including Kenworth, Peterbilt, PACCAR Parts, and aftersales teams, to ensure that our customers receive exceptional service and support throughout their interactions with PACCAR. Your primary responsibility will be to oversee and improve all aspects of the customer's digital journey, ensuring satisfaction and loyalty throughout the customer lifecycle. This involves developing and implementing strategies that enhance customer interactions across multiple touchpoints and channels. You will act as the steward of the Global Connected customer experience, creating comprehensive customer journey maps that provide insights into customer behavior and preferences. In this role, you will analyze customer feedback, surveys, and data to identify pain points and opportunities for improvement. By working closely with customers, dealers, sales, and marketing teams, you will validate customer value propositions and ensure that our services align with customer needs. Collaboration with cross-functional teams, including marketing, sales, aftersales, product development, and customer service, will be essential to align customer experience efforts with business goals and objectives. Additionally, you will design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery. Training and educating internal teams on customer-centric approaches will be a key part of fostering a customer-focused culture throughout the organization. You will also monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.

Responsibilities

• Develop and implement strategies to improve customer interactions across multiple touchpoints and channels.
• Act as the steward of the Global Connected customer experience.
• Create comprehensive customer journey maps.
• Analyze customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience.
• Work closely with customers, dealers, sales, and marketing to identify and validate customer value propositions.
• Collaborate with cross-functional teams, such as marketing, sales, aftersales, product development, and customer service, to align customer experience efforts with business goals and objectives.
• Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
• Train and educate internals on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.
• Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.

Requirements

• 5+ years' experience in customer service, customer experience management, or a related field.
• Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software.
• Familiarity with project management principles and practices.
• Results oriented with excellent customer service skills.
• Strong attention to detail.
• Excellent interpersonal, communication, and presentation skills, with proven ability to influence others.
• Ability to work flexible schedule as business needs dictate.
• Ability to travel (~30%, as needed).

Nice-to-haves

• Certifications in customer experience management, such as Certified Customer Experience Professional (CCXP) a plus.

Benefits

• 401k with up to a 5% company match
• Fully funded pension plan that provides monthly benefits after retirement
• Comprehensive paid time off - minimum of 10 paid vacation days (additional days are provided with additional seniority/years of service), 12 paid holidays, and sick time
• Tuition reimbursement for continued education
• Medical, dental, and vision plans for you and your family
• Flexible spending accounts (FSA) and health savings account (HSA)
• Paid short-and long-term disability programs
• Life and accidental death and dismemberment insurance
• EAP services including wellness plans, estate planning, financial counseling and more