Customer Experience Manager

Stamford, CT, US, 06902

Company has a client that is seeking a Customer Experience Manager in Stamford, CT.


  • Customer Experience Manager will lead the Billing and Payments customer experience across all channels (Portal, Mobile App, IVR, IVA, Digital Communications, Agent interactions, 3rd party Digital and Non-Digital interactions, Mail) via requirements gathering, process design, system changes, testing, analysis and reporting
  • Evolve the Billing and Payments experience from a reactive to a predictive model, by closely working with cross organizational stakeholders, leveraging data analytics, and evaluating emerging technologies
  • Develop customer journey maps to articulate pain points and improvements paths; Drive design teams to deliver wireframes/prototypes, and designs that articulate the experience vision
  • Proactively identify areas of opportunity through in-depth analysis to recommend and drive enhancements, new features, and channels to ensure the company’s customer experience is industry leading
  • Define success metrics for new projects and track daily performance for existing products to ensure the team is moving towards defined goals
  • As a Customer Experience Manager, you will assist with the integration of new products and services, regulatory requirements, tools, and technologies into existing operations
  • Research, troubleshoot, diagnose, and recommend solutions to complex business and technical problems
  • Manage a small team to specific objectives and performance goals
  • Day to day lead on larger capital and operational projects
  • Manage vendor relationships
  • Command of software development lifecycle and processes
  • Passion for the quickly-evolving digital media environment
  • Extensive knowledge of emerging digital trends and technologies
  • Project management skills
  • Ability to manage multiple projects while coordinating efforts across a variety of functional areas
  • Technically savvy; Understands software/web/app technologies
  • Exceptional written communications skills
  • Exceptional verbal communications skills
  • Ability to read, write, speak and understand English
  • Strong analytical approach to presenting recommendations and making decisions
  • Independent thinker
  • Customer-focused

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Company’s sole discretion unless
and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Company is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Apply here with ITTVT2080505 as the reference code.