Customer Experience Manager Resume Sample
Marlee Altenwerth
913 Kassulke Estate,
Houston,
TX
+1 (555) 686 7523
Work Experience
Customer Experience Manager
12/2017
-
PRESENT
Phoenix, AZ
- Resume containing all relevant experience
- Manage and escalate risks and issues relevant to activities allocated as appropriate. Research and shape the Bank’s thinking, providing an external industry view, which proactively challenges and shapes our thinking
- Sustain the delivery and alignment of ‘superior service’ to ensure a ‘joined up’ service proposition is delivered across the Bank
- Understand, share and drive action from voice of Customer, Employee Engagement and voice of industry
- Help identify, diagnose and prioritise customer issues which impact on satisfaction levels determining size of issue, impact on target audience, impact on strategic plan
- Summaries to Senior level leaders within the corporate environment while also summarizing and presenting out the tactical details to sales operations and field sales leadership
- Sales & Margin
- Renewal rate of base
- Customer Retention Rate
Senior Customer Experience Manager
03/2013
-
09/2017
Chicago, IL
- First line Service KPI; Customer Contract
- Ensure the Customer Experience Standards set by GLI are met
- Ensures that the locations footprint fits the current day needs for a quality customer experience and is right sized to the current day sales
- Follow up and takes action on customer concerns in a timely manner
- Train agents on customer experience standards, Greyhound processes and procedures
- Financial monitoring and collection of funds owed to Greyhound
- Act as corporate representative with governmental bodies within geographical areas of responsibility
- Establish facility presentation, hours of service and safety standards
Digital Customer Experience Manager
07/2007
-
11/2012
Dallas, TX
- Install new computers, equipment and provide training on new applications as needed
- Ensure field communication/changes to the corporate office & local management occur in a timely manner
- Budgetary development and responsibility
- Perform regular driver compliance checks
- Represent the company in local small claims disputes
- Coordinate services provided at terminal by vendors and contractors
- Detailed journey mapping for a variety of the the healthcare consumers
- Data collection through a variety of mediums in order to analyze the customer experience and make recommendations and execute plans to deliver the best customer experience possible
- Manage surveying consumers in order to understand the customer experience
Education
University of New Hampshire at Manchester
2002 - 2006
Bachelor's Degree in Business
Professional Skills
- Excellent written and oral communications skills; excellent presentation and public speaking skills
- Strong skills and proven experience in multinational project management
- Previous experience in writing and providing training on excellent customer service skills
- Prior experience in customer experience (CX) roles with exposure to designing target experiences through a design-thinking and co-creation
- Strong communication skills with experience working in global organizations with large number of stakeholders in a cross-functional team environment
- Strong listening and communication skills (written, verbal and interpersonal) to effectively communicate with customers and all levels within the company
- Strong skills in managing multiple priorities, with the ability to work in a fast paced environment
How to write Customer Experience Manager Resume
Customer Experience Manager role is responsible for analytical, business, presentation, customer, leadership, influencing, clear, microsoft, communications, interpersonal.
To write great resume for customer experience manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Experience Manager Resume
The section contact information is important in your customer experience manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Customer Experience Manager Resume
The section work experience is an essential part of your customer experience manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous customer experience manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer experience manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Experience Manager resume experience can include:
- People management with demonstrated solid managerial and supervisory experience required. Experience in coaching / mentoring people required
- A good communicator, with strong influencing skills with people at various levels across business
- Planning, prioritizing and organization skills
- Outstanding communication skills fostering effective collaboration across all levels of the organization
- Strong writing skills spanning the ability to write survey questions, tell a compelling data story and create presentations
- Proven experience designing, implementing and delivering outcome based Customer Experience strategy
Education on a Customer Experience Manager Resume
Make sure to make education a priority on your customer experience manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer experience manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Customer Experience Manager Resume
When listing skills on your customer experience manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical customer experience manager skills:
- Experience working in a customer service role with leadership experience. Prior Omni-channel experience is highly desirable
- Strong organizational and project management skills, and an ability to adapt rapidly to evolving priorities and deadlines
- Excellent communication, influencing and relationship-management skills, with a proven ability to get across key messages at all levels of the organisation
- Skilled story teller with strong written and verbal communication skills with the ability to articulate complex concepts to a senior management and customers
- Understanding of and ability to effectively function within the BP Culture, with demonstrated credibility within the business
- Experience of project planning, scoping and milestone delivery to achieve an excellent customer experience
List of Typical Experience For a Customer Experience Manager Resume
1
Experience For Senior Customer Experience Manager Resume
- Analysis: Demonstrated skills in defining customer requirements and analyzing customer problems and processes to propose strategic solutions
- Leverage a strong understanding of consumer trends, technology trends, competitive experiences and best-in-class experiences to shape strategy
- Good interpersonal skills, pleasant disposition
- Understanding of company capabilities and services, and effectively communicates all offerings to existing customer base
- Working with the Head of Customer Experience to refine and continually develop the CX measurement programme and drive the customer experience strategy
- Demonstrate expertise and understanding of branded retail organization including structure, performance indicators and in-store experience
- Written communication skills: Being highly articulate and able to convey important messages in a clear and compelling manner
2
Experience For Customer Experience Manager CIB Resume
- Successful experience in managing a training team or customer experience team
- Collaboration: Working effectively with multiple functions and stakeholders, all with various agendas to enable us to be One Team
- Support and implement product knowledge and increase Selling Skills to achieve KPI
- Leverage customer experience principles to hone and refine the customer experience
- Evaluate the health of retail experience programs through customer experience insights, frontline feedback, and program data
3
Experience For Digital Customer Experience Manager Resume
- Relevant work experience with customer journey and customer experience
- Effectively communicate with key personnel in other departments to ensure customer accounts are up to date
- Responsible for overall P2P Customer Experience (CX) – Performs evaluation, sets design and implementation of strategies to support the P2P experience
- Solid customer service experience in BTB environment
- Leading the assessments of current experiences including, gathering and analyze data, conducting internal and external interviews, create journey maps
- Designing target experiences through a design-thinking and co-creation approach
- Outstanding attention to details, well-organised and strong time-management
4
Experience For Audi Region Customer Experience Manager Resume
- Collaborating in a cross-functional effort to evaluate and improve the customer experience in all touch points
- Driving strong customer service levels with all tem members
- Experience in delivering strategic solutions, organizational development, process reengineering is essential
- Utilize research and leverage strategic thinking to enhance our customer experience strategy, including development of personas, journey maps, etc
- Strong working knowledge of MS Office (including Word and Excel) as well as the ability to navigate the internet and various web based programs
- Experience of managing complex data sets and trends/root cause analysis, delivering clear articulation of outcome and used to inform and support
- Extensive experience of leading and influencing stakeholders at a senior level, in a complex/ matrix managed organisation
5
Experience For Regional Customer Experience Manager Resume
- Responsible for driving strong customer service score in store including: CSAT and Yelp
- Drive process automation through introduction of effective tools and emerging technologies to reduce complexity and increase customer satisfaction
- Skilled in preparing accurate, clear, concise reports
- Identify opportunities to repair, enhance and innovate experiences central to delivering upon Health Alliance's brand vision
- Provide guidance across projects, with consideration of the overarching customer experience
- Work with other departments to help execute prioritized CX improvement projects defined by the CX Steering Committee
- Have a good appreciation of data and numbers while always listening to your intuition and people feedback
- Customer Experience reporting and measurement
6
Experience For Global Customer Experience Manager Resume
- Articulate and very skilled at telling a written or visual story in a simple straightforward way
- Responsible for training new hires on the customer experience in store
- Develop and lead all customer research to understand key purchasing and customer experience drivers
- Develop programs leveraging CRM(Salesforce.com) to automate and provide consistent customer experience
- Experience in a similar role, with management responsibilities, ideally in a manufacturing environment
- Experience in managing cross-cultural teams
- Evangelize the importance of a quality Customer Experience and inside-out thinking
- Publish CX assets including (Journey Maps, UX Maps, Priorities to Improve, Info graphics, and other CX related materials through internal media channels)
7
Experience For Senior IT Customer Experience Manager Resume
- Co-operate on an international basis to share knowledge and best working practices
- Exemplify a “customer first” mindset through creative and effective use of data across the Refinish organization to influence business practices
- Coordinates with Leaders and Managers to ensure team effectiveness under Quality Standards
- Experience in the same position (QA Manager/Verification Manager and/or Centralized Quality Management)
- Experience in Business Improvement and Data Collection Strategies
8
Experience For Know Your Customer Experience Manager Resume
- Support Region colleagues and management on Regional Customer experience efforts
- Previous brand/product development experience highly desirable
- Responsible for KPIs definition and Measurement of Customer Experience (CE) KPIs
- Develop, organize, plan and monitor the company’s customer experience plan
- Demonstrates, coaches and develops best-in-class operating behaviors
- Demonstrates and leads the processing of merchandise to Brand standards
9
Experience For E-commerce Customer Experience Manager Resume
- Own Customer experience improvement roadmap
- Management of a highly skilled and diverse EMEA team
- Work experience in similar roles
- Play a key role in retention efforts and report on effectiveness of retention campaigns
- Manage the renewal process and build strong client relationships to achieve assigned retention targets and satisfaction levels
10
Experience For Global IT Customer Experience Manager Resume
- Previous legal market experience desirable but not essential
- Driven to improve customer experience and increase productivity
- Leverage people, process and technology improvements to optimize customer experience
- Strong track record of Business Process Improvement and process optimization in teams
- Providing guidance regarding visa procedures and booking flights
- Coaching and development of specialists & leads while providing daily motivation of store team, along with celebrating team successes
- Understanding key KPI and delivering a service against the KPI
List of Typical Skills For a Customer Experience Manager Resume
1
Skills For Senior Customer Experience Manager Resume
- Strong analytical skills. Demonstrated ability to conduct root cause analysis, process or cultural issues and be able to provide appropriate solutions
- Demonstrate skills in collaboration, results orientation, effective time management, conflict resolution, and positive attitude
- Excellent engagement skills, motivating & aligning others behind a common objective
- Strong influencing skills: the role is very much a consultative role getting other functions to implement your solutions
- Strong analytical skills necessary resulting in clear and concise reporting
2
Skills For Customer Experience Manager CIB Resume
- Excellent communication and influencing skills and comfortable doing this across all levels of our business
- Strong written and spoken communication skills including presentation writing
- Strong organisational, problem solving and analytical skills
- Strong analytical skills, structure and strategic thinking
- Passionate about customer advocacy and demonstrated experience working on Customer Experience initiatives
3
Skills For Digital Customer Experience Manager Resume
- Proven time management skills- ability to deliver work and manage multiple tasks under aggressive timelines in a rapidly changing environment
- Experience qualitatively evaluating experiences and quantitatively prioritizing plans for action
- Strong analytical and problem-solving skills, including ability to map out complex problems and provide clear solutions
- Demonstrated quantitative analysis and problem solving skills
- Excellent verbal and written communication, follow-up, and analytical skills
- Strong technical project management skills
- Strong interpersonal skills, ability to work well with team members and internal customers
- Coach and mentor Customer Experience colleagues on the skills and capabilities required by high performing change professionals
4
Skills For Audi Region Customer Experience Manager Resume
- Strong self - management skills and can work independently
- Strong analytical, qualitative, and quantitative skills
- Analysing customer experience challenges and values and developing and managing appropriate strategies and plans to improve customer experience
- Developing & maintain strong relationships with partners and affiliates to deliver consistent & seamless customer experience
- Experience of facilitating customer journey and experience mapping workshops
5
Skills For Regional Customer Experience Manager Resume
- Wireless experience; previous experience working within or supporting Retail, b2b or Care channels
- 3–5 years of wireless experience; previous experience working within or supporting Retail, b2b or Care channels
- Wireless experience; previous experience working within or supporting Retail or Care channels
- HQ Experience or experience working with HQ teams and Leaders
- Change Agent: Strong understanding of effective change management techniques and how these can be applied to create a continuous improvement environment
6
Skills For Global Customer Experience Manager Resume
- Experience in process design/management including proven success in process design, optimization, analysis and documentation
- Superior organizational, communication, strategic thinking and business skills
- Strong business savvy and acumen – good understanding of business financial practices
- Prior experience in Consulting and Consumer Research background
- Experience driving customer experience improvement initiatives/ programs
- Previous relevant work experience in credit cards, product management, account management, loyalty, marketing or customer experience
- Proven experience in solving business problems
7
Skills For Senior IT Customer Experience Manager Resume
- Experience across integrated marketing communications. Design of on-line customer experiences program
- Strong partner focus, including experience with strategic customers, retail or channel partners
- Ensure project planning, scope and delivery results in an excellent customer experience
- Deliver insights to enhance customer experiences; collaborating with key partners to deliver quantifiable improvements in Customer Experience
- Prior experience working with multiple stakeholders, team and executives
- Analytical problem solving skills and solution oriented mindset
- Experience in either the F&B or hospitality industry (including airlines), FMCG or product/customer experience design agencies
8
Skills For Know Your Customer Experience Manager Resume
- Ensures back room is maintained to Brand standards by effectively supporting back stock process
- Leadership Acumen, ability to effectively create and deliver strategic plans and strategies through Leadership presentations
- Prior experience in a similar role
- Authentic relationship building skills, with all levels of the organization, including senior leaders
- Experience in Customer Experience Management, Management Consulting or CX/UX/UI/Design
- Analysis and prioritization of experience design initiatives
- Highly skilled communicator, a highly effective influencer, a well-trained coach, and highly empathetic with colleagues, channel partners and customers
9
Skills For E-commerce Customer Experience Manager Resume
- Seniority and Strong experience and ability to drive transformational change within organisations
- Highly experienced in leading User Experience teams
- Experience in Customer Experience Management, Management Consulting or CX/UX Design
- Analytical skills to look for patterns / trends in data, understand root causes
- Communicate effectively and appropriately externally as well as internal and external partners
- Advanced Microsoft Excel and/or Microsoft Access skills
10
Skills For Global IT Customer Experience Manager Resume
- Well-developed oral and written communication and presentation skills
- Experience in customer experience design, process mapping and streamlining, and/or service enhancement
- Wireless experience; previous experience working within or supporting Retail, Digital or Care channels
- Demonstrated experience presenting to and working with senior management
- Experience in driving customer experience programs for internal stakeholders
- Strong empathy for customers and passion for improving users experiences
- Proven experience in analysis and presentation of customer sales data to develop marketing and sales insights
List of Typical Responsibilities For a Customer Experience Manager Resume
1
Responsibilities For Senior Customer Experience Manager Resume
- Solid project management skills, including managing multiple stakeholders, timelines, clear communications and expectations
- Proven analytical and problem solving skills are essential
- Strong excel skills (e.g. pivot tables, sorting of data)
- Excellent people skills, leading by example
- Change Agent - Demonstrated success as a change agent, a willingness and ability to facilitate change and effectively address resistance
- Excellent communication skills, able to work with a wide range of colleagues
- Effectively develop program plans with priorities, clear/measurable objectives to achieve business goals
- Good analytical skills with research insights
2
Responsibilities For Customer Experience Manager CIB Resume
- Strong proficiency in Excel, PowerPoint, Word with experience in modeling, analysis, research, and creating presentations
- Roadmap out a timeline for improving the experience, and project manage at a high-level each stakeholders contribution to moving the experience forward
- Establish and track global customer experience metrics and ensure that there is effective actioning and monitoring, especially with Low Score Alerts
- IT Service - A strong IT Service background with an understanding of IT Customer Experience
- Problem Solver: Ability to utilize exceptional problem-solving skills to work through complex challenges
- Customer insights with past experience with journey maps, design thinking, path to purchase, customer experience scorecards and platforms
3
Responsibilities For Digital Customer Experience Manager Resume
- Effectively develop and coach front line associates in cross-functional teams
- Skills: Business, Customer Service Strategy, Process Improvement, Analytics, Communications
- Highlight experience gaps and gain support of recommendations and direction to improve the customer experience
- Demonstrated experience managing successfully high volume of sales, products and clients
- Strong experience within MS Office Suite
- Gather customer insights and evidence to identify our customer benefits and surface better experiences
- Effectively recruit top talent for the Flagship store
- Collaborate effectively with associates from diverse cultural backgrounds
- Customer Experience Monitors – down-stream manager. Manage and measure value add activities to support improved customer experience
4
Responsibilities For Audi Region Customer Experience Manager Resume
- Define measurable customer experience standards and influence procedural changes to improve the end to end customer experience
- Work with the Senior Manager of Customer Experience to prioritize identified improvement opportunities
- Work effectively with senior management and part of a team to meet targets
- Proven ability to coach, mentor, and motivate employees to deliver excellent service
- Presentation Skills: Dynamic presenter with the ability to convey information to all levels of individuals
- Direct prior experience in a B2B role, such as Sales, Supply Chain, or Customer Service
- Outstanding written, oral, and presentation-based communication skill
- Assists in managing workloads, conducting performance audits, providing training and assisting less experienced team members
- Identify and prioritize key gaps to be filled in achieving our vision, including but not limited to capabilities, staffing /organization, and technology
5
Responsibilities For Regional Customer Experience Manager Resume
- Understand the customer's timeline and priorities for installing, upgrading and maintaining CA Technologies software
- Journey mapping – defining key customer experience and pulling the steps together for internal or UX designers’ consumption
- Experience creating new processes and executing in a constantly changing environment
- Engages Support and Engineering teams as needed to ensure an optimal AppD experience while maintaining positive relationship with support and engineering teams
- Experience in training, coaching and developing others
- Research and develop a strong understanding of key business and market drivers and use understanding to implement relevant strategies
6
Responsibilities For Global Customer Experience Manager Resume
- Communicate, negotiate and influence across organizations and at all levels - through well-organized, thoughtful messaging and use of effective listening
- Experience with product marketing, solutions marketing or customer success in B2B or B2C market
- Experience in managing or supporting internationally offered products or services
- Proven ability engaging and influencing multiple stakeholders
- Proactively co-ordinate, prioritize and align services and resource requirements with delivery area owners; identifying and communicating delivery risk
- Proven track record of leading high performing customer service teams
- Has experience building and managing virtual cross-functional teams
- Ability for improving customer experience and viewing processes through the voice of the customer
- Broad experience leading primary customer research and analyzing secondary data down to practical and actionable business results
7
Responsibilities For Senior IT Customer Experience Manager Resume
- Experience and understanding of adult learning methods and techniques
- Previous experience working within or supporting Retail or Care channels
- Specific experience in designing and implementing NPS programs mandatory
- Solid knowledge of software programs to inform thinking e.g. Google Analytics, multivariate testing software, surveys
- Experience using assistive technologies, including hardware and software such as JAWS and Dragon
8
Responsibilities For Know Your Customer Experience Manager Resume
- Experience designing and delivering premium products and passenger propositions
- Leadership in defining and communicating brand essentials – the signature elements and overall delivery of brand experience requirements
- Strong background in managing Quality programs across geographically diverse outsourced partners
- Proven track record of success in a challenging environment
- Develop and maintain a Regional Customer experience roadmap, ensuring Customer delight is core part of annual Regional Plans
- Regional representation in ongoing Customer Experience Dealer Sub Council (CXDS) Meetings (requires travel to AoA or other selected venues)
- Support the delivery of a strategy for customer experience across Elsevier, acting as a key customer champion
9
Responsibilities For E-commerce Customer Experience Manager Resume
- Working experience and 3 years in service and/or internal processes
- Experience and understanding of service quality assurance
- Experience in socializing NPS measurement and ownership within an organization
- Oversee the training and development of Customer Experience Staff to consistently perform to company standards
- Operations Mgrs – feedback of opportunities to improve and agreement to additional customer experience monitoring activities
- Develop KPI's and metrics for measurement and visual management supporting the execution and improvement of the end to end customer experience
- Demonstrate, in compelling fashion, ROI/cost-benefit rationale for the recommended roadmap
- Customer experience response time and capacity monitoring
- Design of the F&B experience for all cabins and lounges ensuring we are both insights and brand led
10
Responsibilities For Global IT Customer Experience Manager Resume
- Experience in managing small to medium projects from concept definition to delivery is essential
- Provide “outside in thinking” on best practices with regards to Customer Experience and stay abreast of key trends
- Act as trusted advisor to assigned leadership on all customer experience strategies, impacts, and decisions, representing the voice of the customer
- Extensive experience with process mapping and process improvement development and implementation
- Support and coach the Customer Advocate in respect to client interaction; building skill and confidence
- Previous experience or understanding of financial institutions; familiarity with regulations and policies that impact their business
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