Customer Experience Continuous Improvement Manager

What you´ll do

• Responsible for all dimensions of continuous improvement, adopt customer centric mindset within activities & interactions with stakeholders Identify, manage & monitor implementation of Continuous Improvement initiatives, defining KPI's to monitor performance
• Assist with stakeholder engagement by arranging actions, meetings, events, supporting materials to promote understanding and commitment Support breakdown of CSX strategy in alignment with CSX Head (R)/CSX CoE Manager (R);
• Contribute to understanding customer's expectations/needs
• Support customer & market research by utilizing and/or performing customer and market research and analysis techniques on customer feedback
• Utilize CRM system's data, identifying standard issues and proposing enhancements to senior manager as appropriate
• Collaborate closely with internal partners (CSX, CoE, GBS+, SC), judging and aligning priorities to meet customer needs vs. SC capabilities
• Coordinate cross-functional teams to align implementation of initiatives on prioritized customer segments & experience design initiatives
• Implement/deploy standardized initiatives/tools/processes, identifying knowledge gaps, providing proper guidance & training
• Review existing operations, identify opportunities and propose/implement innovation projects, processes, cultural elements
• Generate ideas, ensure delivery of cont. improv. outcomes to enhance operational efficiencies, streamline workflows and improve experience
• Propose performance objectives (KPI) & take actions to ensure achievement of these, using available systems & reports to improve performance.