What are the responsibilities and job description for the Senior Manager, Customer Experience Programs position at Encore Capital Partners?
Position Overview
The Senior Manager, Customer Experience Programs oversees the voice of the customer programs that drive engagement, satisfaction, loyalty, retention, and advocacy within Encore's customer base. This includes overseeing the design, implementation, and maintenance of VOC program tools (Medallia), analyzing customer feedback to derive insights, and ensuring Encore leaders and teams have timely access to actionable CX and VOC insights. This position works closely with the Director, Service Excellence to develop and action against CX objectives.
Key Job Responsibilities
- Manage and oversee the end-to-end delivery of CX programs, including customer journey mapping, voice of the customer, customer satisfaction, loyalty, retention, and advocacy.
- Establish and monitor CX metrics and KPIs, and report on the performance and impact of CX initiatives.
- Analyze and synthesize customer data from multiple sources and generate actionable insights and recommendations to drive customer-centric decisions and actions.
- Partner with internal and external stakeholders to design and implement CX solutions that enhance customer value and satisfaction.
- In partnership with the COE, develop annual CX objectives and KPI's.
- Build and foster a culture of customer obsession and excellence across the organization.
- Maintains expert understanding of latest CX and VOC industry trends and innovations.
- Acts as an internal CX coach and thought leader for CX VOC programs, teaching the organization on best practices and new techniques for capturing VOC.
- Oversee third-party / vendor relationships for tools and resources necessary to accomplish organization's goals related to feedback, research, and insights data.
Job Qualifications
Competency Group
For more information on our Competency Group, refer to the Competency Based Talent Management page on Encore Connect by searching for the title or copy & pasting this URL Link (https : / / psav.sharepoint.com / sites / HR / SitePages / Competency-Supported-Talent-Management.aspx).
Work Environment
Office
Work is performed primarily in an office environment. Working times may include irregular hours and on-call status including days, evenings, weekends, and holidays. Team members must adhere to appearance guidelines as defined by Encore based in an office environment and when traveling, on an individual venue or a representation of venues in that city or area.
The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.
INDCORP
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)