Sr. Manager, Customer Experience & Digital (Remote- USA Anywhere)


Sr. Manager, Customer Experience & Digital (Remote- USA Anywhere)

In this role, you will:

  • Serve clients across a range of industries to drive impactful business value through improved customer journeys and better customer experiences
  • Build trusted client relationships through proactive account management and exceptional project delivery
  • Develop an analytic approach, document tasks, and manage timelines for new/existing clients in support of our consulting projects
  • Lead a team through analysis of large client data sets and qualitative discovery such as interviews, focus groups, observations, process mapping, workshop facilitation, and review of client documentation and metric
  • Partner and coordinate with other Concentrix subject matter experts on everything from IT architecture to frontline staff development (and everything in between) in order to provide clients with the right level of expertise required for each project.
  • Develop recommendations for improvements with calculated ROI/impact expectations related to the project initiatives
  • Conduct internal and client-facing presentations to provide thought leadership, findings, and recommended changes for improvement
  • Partner cross-functionally to translate business needs into new solutions for customers
  • Teach others how to derive insights that are not obvious and build recommendations that have a solid financially-driven business case
  • Oversee, coach, and directly manage direct reports
  • Contribute to practice development such as training, toolkit development, recruiting, and business development.

Skills you’ll need:

  • Exceptional interpersonal skills with the ability to inspire, motivate, and coordinate teams comprised of a variety of CX disciplines (people, process, and technology)
  • Confidently communicate ideas to senior executives as well as internal and external stakeholders
  • Be self-motivated, hungry for a challenge with the ability to organize and prioritize complex projects in a fast-paced and deadline-oriented business environment
  • Proven project management skills, with the ability to effectively manage multiple work streams concurrently
  • Excellent attention to detail
  • Enthusiasm for learning, with the ability to apply new concepts, principles, and best practices to unique situations 
  • Demonstrated ability to guide and manage customer transformation efforts
  • Solid understanding of the organization's business operations and industry. Demonstrated business acumen
  • Bachelor's degree in related field from a four-year college or university with four to eight years of consulting or analytics experience preferred
  • Advanced Microsoft Office skills