Customer Experience Strategy Manager

Customer Experience Strategy Manager

At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer's and partner's needs and solve their challenges.

Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.

You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about locally and globally. We've only begun reimaging the future for our people, our customers, and the world.

Responsibilities :

Supports Customer Experience Office (CXO) focusing on all of the enablers (process, data, metrics, technology, behaviors) required to enhance the overall global customer experience. Leverages quantitative and qualitative research methods to ensure that customers' perspectives are understood by business leaders.

Identifies and understands KPIs (e.g., NPS, CSAT, CES) to be used in measuring and monitoring customer experience; Prioritizes key areas to target for cross-functional improvement projects.

Partners with senior leaders from key functions to align on priorities, drive progress, and monitor issues / challenges.

Assists with development, tracking, and maintaining of customer experience design and improvement plans with multiple stakeholders and execute customer impacting projects that increase loyalty, retention, and satisfaction.

Regularly reports progress to leadership in a succinct and effective manner.

Be a thought leader and catalyst for creating a "customer first" culture.

Assists with development of practical CX governance designs to support metrics definition, decision making and accountability, and ROI calculation.

Designs and documents customer journeys and prioritizes system enhancements required to align to future-state processes.

Stays current with best-in-class trends in the technology industry to provide Zebra with additional ideas for improving customer experience.

Qualifications :

Minimum 8+ years of relevant experience, equivalent work experience accepted in lieu of a degree. Candidates with a bachelor's degree and experience with change management or customer experience strategy may be considered with 5+ years of experience.

Required travel up to 25% of the time, domestic and possibly international.

Bachelor's degree strongly preferred.

Change Management skills desired.

Demonstrated ability to interface with management levels across functions.

Implementation of process improvements.

Can synthesize complex data into themes, stories, and recommendations.

Desire and ability for continuous learning / self-development.

Demonstrates an understanding of key financial factors.

Experience leading a team to successful business outcomes through project management and performance management practices.

Track record of being able to work effectively across complex organizations.

Familiarity with customer experience and digital experience maturity models, survey design and best practices, persona development, journey mapping, service blueprinting.

Self-starter, collaborative team player with a hands-on, get-it-done attitude and strong work ethic.

Fast learner, with strong analytical, critical thinking, and problem-solving skills.

Strong project management skills, with an ability to manage multiple projects simultaneously.

Excellent written and oral communication skills, strong presentation skills.