Customer Experience Manager

$71,000 - $179,000/Yr

Consolidated Communications - Conroe, TX

Full-time - Mid Level

Onsite - Conroe, TX

Specialty Trade Contractors

About the position

Consolidated Communications, Inc. (CCI) is a leading broadband and business communications provider serving businesses and communities in over 20 states. Leveraging an advanced fiber network, Consolidated Communications offers a wide range of communications solutions, including high-speed Internet, data, phone, security, managed services, cloud services, and business marketing solutions. From our first connection over 125 years ago, Consolidated is dedicated to turning technology into solutions, connecting people and enriching how everyone works and lives. We are seeking a dynamic and experienced Customer Experience Manager to spearhead our "Customer First" strategy, taking ownership of the entire customer journey and the critical KPIs associated with it. In this pivotal role, you will not only lead but champion the strategic and tactical direction of our customer feedback program. Your mission will be to immerse yourself in developing a profound understanding of our customers' needs and behaviors, driving continuous improvements that elevate their experience to new heights. The ideal candidate will possess a passion for defining and implementing an unprecedented customer journey. Armed with a deep-seated commitment to excellence, you will inspire and collaborate seamlessly across cross-functional teams to swiftly translate customer insights into impactful actions. Your leadership will be instrumental in fostering a culture where every decision and initiative is grounded in a relentless pursuit of customer satisfaction and loyalty.

Responsibilities

• Lead the development and execution of the 'Customer First' strategy to ensure a seamless and positive customer experience.
• Oversee the customer feedback program, including the collection, analysis, and reporting of customer insights.
• Utilize customer feedback to identify trends, friction points, and opportunities for improvement.
• Work with cross-functional teams to implement changes based on customer feedback, fostering a customer-centric culture throughout the organization.
• Develop and track key performance indicators (KPIs) related to customer experience, using data to drive continuous improvement initiatives.
• Collaborate with senior leadership and various departments to ensure customer feedback is incorporated into strategic planning and decision-making.
• Ensure customer needs and perspectives are prioritized.

Requirements

• Bachelor's degree in a related field.
• 8-10 years of experience in customer feedback program management.
• Proven ability to analyze customer feedback and drive organizational change.
• Excellent communication and leadership skills.
• Proficiency in customer feedback tools, with Medallia experience preferred.
• Strong analytical skills with the ability to interpret customer feedback data and translate it into actionable insights.
• Demonstrated ability to lead and inspire cross-functional teams to achieve common goals.
• Excellent verbal and written communication skills, with the ability to present findings and recommendations clearly and persuasively.
• Deep understanding of customer-centric principles and a passion for enhancing the customer experience.
• Strong project management skills with the ability to manage multiple initiatives simultaneously.
• Creative problem-solving skills with a focus on delivering innovative customer experience solutions.
• Ability to thrive in a fast-paced, dynamic environment and manage change effectively.

Benefits

• 401(k) matching
• Medical, Rx, Dental and Vision insurance
• Disability insurance
• Flexible spending account
• Health savings account
• Life insurance
• Tuition reimbursement
• Paid vacation and personal days
• Paid holidays
• Employee Assistance Program
• Annual bonus program based upon organization performance