Customer Experience Manager (Hybrid Work Schedule)

$105,000 - $120,000/Yr

Virginia Retirement System - Richmond, VA

Full-time - Manager

Richmond, VA

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

The Virginia Retirement System (VRS) is an independent state agency dedicated to delivering retirement benefits and services to Virginia's public sector employees. As the 14th largest public or private pension fund in the U.S. and the 42nd largest globally, VRS serves over 803,000 members, including public school teachers, state agency employees, and law enforcement personnel. The agency is seeking a Customer Experience Manager (CXM) to enhance the overall customer experience by creating positive interactions that foster long-lasting satisfaction. The CXM will work collaboratively across all agency units to identify, implement, and evaluate opportunities to maximize the customer experience at every stage of the customer journey. In this role, the CXM will develop and oversee the agency's customer experience initiatives, conduct customer research, and maintain customer journey maps to optimize experiences across multiple channels. The CXM will ensure that the customer experience strategy aligns with the agency's strategic plan and will create policies and procedures to support optimal customer interactions. Additionally, the CXM will provide education and training to agency staff, recommend new customer experience activities, and measure customer sentiment across all channels. The position requires regular presentations to internal and external stakeholders, including the Board of Trustees, and the establishment of key performance indicators (KPIs) to evaluate the effectiveness of CX initiatives. The CXM will drive continuous improvement by participating in strategic initiatives and cross-functional teams, conducting regular analyses to identify industry best practices, and prioritizing initiatives based on impact. The role also involves utilizing data from customer feedback to gain insights and build solution models for improvement, championing the Voice of the Customer (VoC) to ensure a customer-centric approach throughout the agency.

Responsibilities

• Develop and oversee the agency's customer experience (CX) initiative.
• Conduct customer research, including the utilization of customer feedback tools.
• Develop and maintain customer journey maps optimizing the customer journey across multiple channels and identifying pain points.
• Ensure the customer experience strategy aligns with the agency's strategic plan.
• Create policies and procedures for use by all business units to support the optimal customer experience.
• Provide education and training on CX to agency staff to align the agency's CX goals and objectives.
• Recommend and develop new customer experience activities, programs and training, and enhance existing programs to drive the adoption of the customer experience mindset and principles across the agency.
• Measure and track customer sentiment across all channels.
• Make presentations to internal and external stakeholders, including the Board of Trustees.
• Establish key performance indicators (KPIs) and metrics to measure and evaluate the effectiveness of CX initiatives.
• Drive continuous improvement by participating in agency strategic initiatives and cross-functional teams to align strategies with organizational goals.
• Conduct regular analysis to identify industry best practices and opportunities for differentiation.
• Prioritize initiatives based on impact and ensure timely and effective implementation.
• Utilize data from customer and internal stakeholder feedback to gain insights and build solution models to drive improvements.
• Champion the Voice of the Customer (VoC) and ensure it's integrated into key processes to guarantee a customer centric approach.

Requirements

• A Bachelor's degree in business, marketing, communications or related field.
• At least ten (10) years of related experience in stakeholder management, strategic planning, using data to set and evaluate goals, designing and implementing CX initiatives, developing surveys and other customer feedback tools.
• Experience leading strategic planning efforts and conducting strategic assessments.
• Thorough knowledge of CX practices, including customer journey mapping.
• Demonstrated strong analytical, written, and verbal communication skills.
• Excellent interpersonal and communication skills.
• Ability to solve problems quickly and effectively with quantitative thinking and in-depth analysis.
• Familiarity with the use of artificial intelligence (AI) in CX.
• Demonstrated ability to effectively influence and collaborate with technical and business teams and colleagues to deliver outcomes for stakeholders.
• Demonstrated experience and results in driving continuous improvement activities and meeting deadlines.
• Excellent analytical, strategic thinking, and problem-solving skills.
• Ability to analyze complex data sets & find opportunities for improvement and drive data-driven decision making.
• Ability to manage multiple projects and meet deadlines in a fast-paced environment.
• Ability to work independently with minimal oversight as well as collaboratively with a positive approach and attitude.