User Experience Manager

Service Center CSCS TX Essential Job Duties: Establish deep knowledge of Caliber Collision stakeholders and develop best-in-class UX solutions to address business needs Establish, test, validate and optimize user journeys within current and future tech stack; create roadmaps, detailed project plans and phased initiatives to support UX advancements in accordance with enterprise business goals Partner with Customer Success Team and Intake Management leadership to develop best-in-class customer flows and write/optimize scripts for call center agents, virtual agents and chats (bot and human) to accomplish containment objectives and business KPIs Focusing on ROI, build campaign and project pacing to achieve ideal-state customer journey and containment objectives Partner on call center/website technology stack capabilities and build technology requirements for campaign execution and optimizations; work closely with Customer Success Team and IT team to collaborate on development and QA testing needs Lead and participate in collaborative cross-functional teams to consistently deliver intentional user experiences across channels and audience touchpoints Leverage insights, IT, Customer Success and Finance teams to identify and improve user experiences with highest possible ROI impact Act as user experience expert in digital and physical spaces when collaborating with internal teams, technology partners, client partners and other key stakeholders Using data and expertise to challenge current processes with a “test and learn” mindset; Maintain up-to-date knowledge on UX/UI best practices in order to seek, implement and measure better solutions Skill/Requirements: Bachelors in Marketing, Technology, Business, User Experience, Information Architecture, or related degree 3 years experience developing and implementing customer journeys; solid track record of successfully creating and optimizing online and offline experiences Customer Success Team leadership experience ideal; Past experience developing agent (both human and virtual) scripting with an ear for brand tone, voice and sentiment Familiar with NICE Incontact, dotCMS, Optimize AI, Cognigy, Call Center and CRM best practices Proven quantitative and analytical skills; should be extremely comfortable with Excel, Google Analytics and other analytical tools Experience with leveraging and optimizing multiple disparate technology solutions internally and externally, across vendor partners Experience with UX planning and architecture software (Lucidchart, Visio, Figma, etc.) Experience with planning and executing CX and UX assessments and improvements Curiosity around ever-changing user behavior and consumer insights; ability to hypothesize, partner in research/testing, analyze results and apply key learnings Proven ability to partner across internal and external teams, especially with IT; to prioritize, evaluate, integrate and optimize consumer-oriented technologies Excellent communication and project management capabilities; this role will work across multiple brands and interact with many stakeholders at all levels of the company Self-accountable, proactive, optimistic, strategic and able to execute – someone who wants to create positive change for our customers About Caliber Founded in 1997, the Caliber portfolio of brands has grown to more than 1,600 centers nationwide and features a full range of complementary automotive services, including Caliber Collision, one of the nation's largest auto collision repair providers across more than 40 states and Caliber Auto Glass for glass repair and replacement. Caliber was recognized as the only company of its kind to make the Forbes list of "America's Best Large Employers," an honor awarded to companies with high employee satisfaction. Caliber was also the only auto service provider to receive an Inc. 2021 Best in Business gold medal in the Extra-Large Company (500 employees) category, recognizing Caliber for going above and beyond to make a positive impact. With the purpose of Restoring the Rhythm of Your Life®, Caliber's more than 25,000 teammates are committed to getting customers back on the road safely—and back to the rhythm of their lives—every day. Dedicated to providing an outstanding customer experience, Caliber continues to rank among the highest customer satisfaction scores in the industry. Caliber is an equal opportunity employer that is committed to inclusion and diversity. Learn more about Caliber at caliber.com. At Caliber, our purpose is Restoring the Rhythm of Your Life®. It drives us. It's the promise we make to our guests AND our teammates. These five core values help us deliver on that promise everyday. Caliber provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including (but not limited to) recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training Caliber provides reasonable accommodations to qualified individuals with disabilities and disabled veterans in the application process. If you need assistance or an accommodation due to a disability, you may contact legal@calibercollision.com.