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Comerica Management Co Inc. Customer Experience Management Specialist Auburn in Auburn Hills, Michigan

divspan times="" new="" roman"="" ,="" serif;"=""Customer Experience Management Specialist/spanspan times="" new="" roman"="" ,="" serif;"=""As a key member of the Customer Experience Management (CXM) center-of-excellence team, the Customer Experience Management Specialist will advance customer-centric culture throughout the enterprise; plan facilitate CX workshops; produce journey maps, personas, insights and opportunities; manage journey artifacts in Touchpoint Dashboard; support CX team projects and CX champion partners as needed. /spanspan times="" new="" roman"="" ,="" serif;"=""Position Responsibilities:/spanullispan times="" new="" roman";"="" /spanspan times="" new="" roman"="" ,="" serif;"=""Develop journey maps to frame customer experiences and moments that matter for the organization, immersing in our business delivery and engaging customers to identify gaps and recommending opportunities for increasing customer satisfaction /span/lilispan times="" new="" roman";"="" /spanspan times="" new="" roman"="" ,="" serif;"=""Leverage CX insights research and data to inform customer journey maps and experience design briefs, coaching colleagues to drive informed strategic decision-making and action planning/span/lilispan times="" new="" roman";"="" /spanspan times="" new="" roman"="" ,="" serif;"=""Manage online dashboard of customer journey map artifacts, including updates for implemented improvements, changes and relevant metrics/span/lilispan times="" new="" roman";"="" /spanspan times="" new="" roman"="" ,="" serif;"=""Promote engagement and understanding of CX artifacts and associated performance metrics within the organization, including creating visualsresentations to help illustrate CX concepts and managing content on CXM team intranet site/span/lilispan times="" new="" roman";"="" /spanspan times="" new="" roman"="" ,="" serif;"=""Serve as a CX ambassador engaging with teams as required to: advocate for our customers; promote CX practices and competencies; build relationships with CX champion partners and LOB stakeholders; coach the organization to improve customer-centricity and deliver on the brand promise/span/lilispan times="" new="" roman";"="" /spanspan times="" new="" roman"="" ,="" serif;"=""Plan and facilitate online/in-person workshops guiding cross-functional groups to collaborate and produce valuable insights, personas, journey maps and experience design recommendations; demonstrate methodologies; articulate workshop outcomes to an executive audience /span/lilispan times="" new="" roman";"="" /spanspan times="" new="" roman"="" ,="" serif;"=""Enable success of LOB partner roles in CX improvement opportunity initiatives by supporting their developing competency for leveraging CX practices/span/lilispan times="" new="" roman";"="" /spanspan times="" new="" roman"="" ,="" serif;"=""Inform and support project management of various CXM initiatives, agency partners and team members as required, including CX insights research manager and Voice of Customer program manager/span/lilispan times="" new="" roman";"="" /spanspan times="" new="" roman"="" ,="" serif;"=""Research CX trends in the financial services category and socialize with the organization as relevant/span/lilispan times="" new="" roman";"="" /spanspan times="" new="" roman"="" ,="" serif;"=""Contribute to developing CXM strategy and establishing KPIs for assessing CXM effectiveness/span/lilispan times="" new="" roman";"="" /spanlt

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