Customer Experience & Service Transformation Strategy Manager

HiRe Solutions - Chicago, IL

Customer Experience (CX) & Service Transformation Strategy Manager 

Are you passionate about helping clients solve complex challenges and helping them through critical transformations? You will be responsible for designing and implementing service experiences, capabilities, and architecture required to bring customer strategies to life. You are the go-to person who understands the ins and outs of customer support organizations what drives call volume and knows how to think about customer support in a digital, self-service manner. Applying your expertise will help clients optimize and transform their customer service solutions. You’ve experienced at leading customer support transformation and you understand large scale technology delivery services. You are not afraid to pitch proposals and solutions to help solve client problems. You are excited when it is fast-paced, and you are a part of a team.

Here is what you will be doing:

  • Leading client engagements and work streams evaluating processes and performing operational analysis for customer-facing services and functions
  • Evaluate clients’ current customer service offerings, identify gaps, provide recommendations and propose strategic solutions that address their unique needs and business goals
  • Lead strategy teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences (CX)
  • Collaborate with visual designers and analytic teams to generate insights and deliver customer centric, insight driven solutions
  • Advise clients on ways to measure and improve their customer-centric metrics
  • Define likely change-management initiatives that drive adoption, ease implementation, and position clients’ customer-service solutions for ongoing success
  • Establish relationships with client stakeholders and build long-term partnerships
  • Identify opportunities and drive business development efforts to build the CX Consulting practice
  • Manage and coach junior team members, and continue to grow your own expertise
  • Provide oversight of highly skilled client and team throughout the project lifecycle and help ensure timely execution of project deliverables
  • Contribute to perspectives and thought leadership to help maintain its thought-leadership position

 

Travel is restricted for now but there will be travel in the future.

Here is what we are looking for -A minimum of five (5) years of management consulting experience with heavy focus working in customer service, contact center environment or digital customer field, with a minimum of three (3) years of experience leading teams; and selling duties such as:

    • Working in-depth with customer service and support business processes and capabilities
    • Solutioning and selling new ideas and proposals
    • Incorporating experience design and analytics into customer service, and support processes
    • Leading and understanding large, complex global transformation projects
  • At least 3 years of experience working with:
    • Cloud (SaaS) solutions and determining how they fit into a client’s larger application ecosystem
    • Customer service platform technologies (e.g. Salesforce)
    • Artificial intelligence and front-end digital platforms
  • Deep functional knowledge in two or more of the following areas:
  • customer service transformation
  • customer service experience design and customer service process implementation
  • contact forecasting and work force management
  • quality management
  • center staffing and training
  • technology support
  • IVR design and implementation
  • digital customer service technology platforms/Call routing
  • reporting metrics/KPIs
  • Supplier/contract management
  • A Bachelor s degree
  • Visualization and analytics tools
  • Experience in evaluating benchmark data -e. g. customer, process, financial benchmarks
  • Web/chat/ email contacts, social media, contact center technology sales or project management experience with center start-ups, consolidation or outsourcing is preferred
  • A plus if you are experienced in Banking, communications and media, healthcare, insurance, public service, utilities or retail

 



Posted On: Thursday, April 29, 2021



Position Contact
Barbara Ziegler

Barbara Ziegler is the founder and sole proprietor of HiRe Solutions. Barbara has more than 20+ years of recruiting experience. She started her recruiting career when she left Colorado State University and became a recruiter for local Fort Collins, Colorado, firm Rocky Mountain Recruiting.

In 1992, Barbara established the information technology recruiting arm of a small biotech recruiting firm. The owner entrusted Barbara to build the business and train all their recruiters as the business expanded. The technology recruiting arm became so valuable that the biotech division closed and put 100% of its efforts into technology recruiting. The IT recruiting division had grown from one employee to 100+ clients and 12 employees.

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