CX Manager at Kforce Inc in Englewood, Colorado

Job Description:

RESPONSIBILITIES:

A Kforce client is seeking to hire a CX Manager in Englewood, Colorado (CO).

Summary:
The CX Manager will be building partnerships with key stakeholders across the business to advocate for and drive improvements on behalf of customers to improve the end-to-end customer experience. You will play a key role on the team in designing effortless customer experiences upstream and solving existing customer pain points by ingraining a customer-centric mindset across the business. The CX Manager will be consistently scanning the customer environment for opportunities to develop strategies designed to meet the current, future needs of customers, and the business. In everything you do, you will be the constant advocate for the customer.

Responsibilities Include:

• CX Manager will be analyzing customer data to understand pain points, opportunities for improvement, and providing intelligence to business partners as well is implementing scorecards to embed CX data across the company


• Organizing and presenting information to bring the customer to life in both formal and informal presentations to large and small groups, to both technical and non-technical audiences

REQUIREMENTS:

• Bachelor's degree; Master's degree preferred


• Leading experience mapping sessions to design and manage customer journeys, creating, and maintaining service blueprints


• Knowledge and implementation of core CX efforts end-to-end, including customer research, strategy, vision, design, development, testing, and associated change management practices


• Experience developing personas, customer journey maps, and service blueprints for complex organizations


• Experience with customer data including interaction, behavioral and voice of the customer data


• Experience influencing and driving strategic, cross-functional initiatives within large organizations


• Experience in project management and process improvement and people management


• Excellent organizational, verbal, presentation, visual, storytelling, and written communication skills; Capability to communicate complex ideas effectively


• Ability to thrive in a fast-paced, rapidly changing, and highly dynamic environment

In accordance with Colorado's Equal Pay for Equal Work Act (-the Act-) (C.R.S. S 8-5-101 et seq.), Kforce discloses that the anticipated pay range for this position, which is subject to change based on job-related factors, including Kforce client requirements where applicable, is between $40-$68/hour.

All Kforce employees are eligible to enroll in Kforce's medical, dental, vision, life, and disability insurance benefits plans and flexible spending accounts (FSA), subject to plan requirements. All Kforce employees are also eligible to participate in the company's 401(k) retirement plan after receipt of the first paycheck.

Kforce 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.

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