Associate Manager - Customer Experience

Job Description:

The Customer Experience Associate Manager looks after the overall activities of the program Customer Experience (CE) Team that includes:

• CE Observations, Team-Level reports, Program-Level Analysis, calibration sessions and CI Framework deployment
• Champions program implementation of Continuous Improvement Framework
• Own deployment and completion of CE delivery plan for the program
• Observations and Customer Experience (survey) results to improve performance
• Implement standard Quality practices for the program that will enable delivery of exceptional customer experience measured through survey returns
• Manage team productivity and effectiveness using a structured approach to manage performance
• Deliver process-level insights to stakeholders and have expertise in data analysis using CE
• Execute people development initiatives for CE Specialists using standard practices an...