Paccar - Lewisville, TX
posted 3 months ago
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.