Customer Experience (CX) Program Manager

Glenview, IL 60026 United States of America

Apply now     

Customer Experience (CX) Program Manager

At Anixter, we give you an opportunity for a career and a great work environment. We are a friendly, employee focused organization that prides itself on customer service, flawless execution and a hard days work. If you are looking for a great work environment and an opportunity to grow your career, please read on!

The Customer Experience Program Manager role within the Marketing department, will be a critical “hub” for all high level and major CX data trends, insight communications, project management and facilitation providing successful oversight of major customer and complex projects working in partnership with cross-functional teams. A successful candidate will be responsible for monitoring and communicating Customer Experience insights to cross-functions and support specific projects across the Customer Experience’s Voice of Customer initiative.

This role is in a "start up" phase and will support establishing short and long-term strategies for planning, prioritizing, and executing on Customer Experience initiatives/projects with a key focus on assuring acceleration and enablement of those programs. This role will document, facilitate charters, track and communicate updates with various levels of staff and measure outcomes and results from the CX function.

Key Capabilities and Processes
This role requires aunique passion for project management with a cross-functional team, qualitative research and engagement with sales/frontline and customers including facilitating targeted workshops to validate root causes and beta new processes. The successful candidate will be comfortable with communication and facilitation.

  • Leading cross-functional team awareness

  • Continuous Improvement approaches & tools

  • Customer–centric orientation

  • Project/program management

  • Qualitative research

Responsibilities

  • Design, develop, and implement Customer Experience programs

    • Work with the VP-CX to develop strategic and company-wide awareness and engagement for the CX initiative

    • Plan, monitor, and communicate the execution of CX Projects across the Voice of Customer Initiative using the prioritization “funnel” established.

    • Support new experience development and business process facilitation

    • Evaluate and report on Customer Experience Program metrics and outcomes
    • Own, manage, and optimize of all Customer Listening (VoC) tools, outcomes, trends/themes review and issue resolution.

    • Conduct competitive benchmarking and CX research to drive customer centric expectations and improvements both onsite and in the field to support the desired customer journey.

    • Where appropriate, ensure our customers and frontline employees are actively engaged and validate challenges or solutions before enablement and sustainable practices are implemented.

  • Monitor and share customer insights and recommendations to drive Customer Experience Program development

    • Consume and report themes and raise systemic issues to drive sustainable process improvements for our customers including findings and recommendations to all stakeholders.

    • Partner with business process improvement, change management and learning teams to facilitate more complex process improvements or enablement

  • Manage and standardize Customer Experience Programs across teams

    • Contribute to building and refining processes and developing tools and templates that can be applied company-wide to drive enablement and quality of service standards

    • Leverage project management best practices
      • Utilize project management tools including charters, project plans, status reporting, change management and communication
      • Continually update relevant functions of customer insights and CX project status

Skills Required / Behaviors

  • Facilitation skills with large, complex cross-functional teams

  • Passionate about program and project management excellence

  • Experience working with both qualitative and quantitative data analysis

  • Effective communication

  • Results oriented and ability to influence others

  • A self-starter who brings the utmost level of integrity to the company

  • PMP or similar certifications in addition to 5+ years of experience as a project or program manager

  • Customer Centric challenge empathy / high EQ

  • Benchmarking, trend analysis, VOC experience

  • Influence and negotiation

Requirements

  • Bachelor’s Degree

  • At least 5 years of program management or change management experience

  • Business process re-engineering experience preferred

  • Based in Glenview office or Chicagoland is preferred but not required

    Reports to: VP, Customer Experience within the Global Marketing department

    Travel: up 20%

Company Information

Anixter International is a leading global distributor of Network & Security Solutions, Electrical & Electronic Solutions and Utility Power Solutions. We help build, connect, protect, and power valuable assets and critical infrastructures. From enterprise networks to industrial MRO supply to video surveillance applications to electric power distribution, we offer full-line solutions, and intelligence, that create reliable, resilient systems that sustain businesses and communities. Please view our video for more information about Anixter.

Anixter offers a competitive salary and a bonus program to reward your results. We are known for our exceptional training and on-going development programs to support your career growth including a tuition reimbursement program. We provide our employees excellent benefits including medical, dental, and a 401(K) with employer match.

Work Environment

Our founders developed the Blue Book more than 40 years ago to present the beliefs and ethos that define our business style. While we have grown and changed dramatically since we were established in 1957, one thing has remained constant: our commitment to the values presented in the Blue Book. You can review The Blue Book here.

Anixter is an Equal Opportunity and Affirmative Action Employer; Minority / Female / Disabled / Veteran.
We require all of our employees to perform work in an ethical manner and uphold a culture of honesty and ethics at all times.


Click here to apply online


EB-1461386585

Apply now     

Our Blue Book!

Some companies have mission statements, some have employee policies.....we have the Blue Book.

"Enthusiasm is the greatest business asset in the world. It beats money, power and influence." Read more to find out if Anixter's business style is a good fit for you.

If you have a disability and need help with any part of the application process, or need an alternative method for applying, we are happy to assist. Please contact 224-521-8159 or hrservices@anixter.com, and we will put you in touch with the right person.

EEO is the Law, and we comply with every aspect of it. It's part of our values, and the way we conduct business. For more information, click here: EEO is the Law

Anixter is an Affirmative Action employer and an inclusive environment. We welcome all races, ethnicities, genders, religions, and ages, candidates who are veterans, disabled, LGBT, and we welcome diverse viewpoints and experiences. Our employees reflect our customers, vendors, and communities.

We require all of our employees to perform work in an ethical manner and uphold a culture of honesty and ethics at all times.

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