Manager of Competitive CX 

ROLE PURPOSE

The Manager, Competitive Customer Experience (CX) acts as an expert on the customer experiences of Asurion’s competitors. We are looking for an all-around athlete that is strategic, curious, creative, and passionate about exceptional customer experiences. This person will play a fundamental role in helping us to assess competitive customer experiences and how they compare to our own. These insights will be used to help define, drive, and support key internal initiatives and help craft a best-in-class experience for customers of Asurion. This role requires someone who is willing to be hands-on in socializing, influencing, and implementing CX best practices (e.g. Journey Mapping, Customer Insights and Validation, etc.) into Asurion’s product and service design initiatives, and will develop and integrate CX standards and best practices into the broader business/culture. This role will interface frequently with senior-level business leaders, partner teams, product managers, technology directors, and market research teams to help discover/define/develop/embed CX methodologies, approach, and requirements into our solutions and daily operations.

 

The best candidate for the role will have a keen sense for (and focus on) end-to-end experiences as well as the ability to demonstrate the value and benefit of competitive CX insights to drive business improvements. This person must have the capacity to work efficiently and effectively in a fast-paced environment across a variety of initiatives. In addition, they will need to communicate quickly and crisply, analyze & synthesize complex data, and effectively partner cross-functionally to move critical insights and ideas forward. As a critical multi-faceted role in the organization, this person will report directly to the Competitive Strategy organization.

 

KEY ACCOUNTABILITIES

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Develop a deep understanding of Asurion’s competitors and identify both strengths and weaknesses of the experiences of their customers across the claims fulfillment and technical support offers
  • Lead focused efforts evaluating competitive experiences
  • From these efforts, develop a roadmap of opportunities to help Asurion stay ahead of the competition
  • Build cross-functional partnerships at various levels of the organization to help turn those CX findings into execution
  • Own, design, and coordinate competitive insight materials for client facing meetings and pitches
  • Conduct basic to moderate data analysis and feel comfortable using data to drive insights and action
 
QUALIFICATIONS
  • Bachelor’s Degree in Business, Marketing, or a related field required; MBA preferred
  • 5-7 years of experience with strategy consulting, marketing, product/service design, product/call center operations, or related customer-focused function required
  • Natural curiosity with a passion for problem solving and delivering results
  • Analytical and customer research experience
  • Excellent communication skills
  • Very detail-oriented approach to documentation and deliverables
  • Collaborative personality balanced with an uncompromising drive to deliver excellence for customers
  • Advanced Knowledge of Microsoft Office Applications (Excel, PowerPoint, Visio, Word and Outlook) at the advanced level preferred
 

PERSONAL CHARACTERISTICS

  • Critical thinker that demonstrates intellectual and analytical rigor with strong problem-solving skills
  • Ability to document complex processes into simple, informative documents
  • Ability to identify root cause to drive continuous process improvement
  • Excellent communication, influencing, and presentation skills to senior management; visualization skills and the ability to succinctly articulate concepts and ideas in a simple fashion
  • Customer-focused; keeps customers as a top priority when making all business decisions, listening to customer feedback and advocating for solutions that help customers achieve and exceed their goals and objectives
  • Demonstrated ability to manage multiple projects and priorities
  • Interacts effectively with individuals and groups inside and outside the company
  • Team oriented, collaborative partner that passionately advocates and articulates her/his opinion while maintaining flexibility to incorporate others point of views
  • Comfortable working on grey space projects and within fast moving and changing organizations

MAR00226 | Nashville | Tennessee | US | 2019/08/07
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