Hexagon US Federal is hiring a
Customer Experience Lead in Worldwide

Summary

The Customer Experience (CX) Lead will be responsible for establishing and improving the CX program, advocating for customers, identifying pain points, and making recommendations to leadership. The role requires a Bachelor's degree, 5 years of experience in customer experience and process improvement, customer experience certifications, understanding of audience research, leadership skills, and familiarity with relevant technologies.

Requirements

• Bachelors degree
• Minimum of 5 years of demonstrated experience in customer experience and process improvement

Responsibilities

• Establishing CX strategies to support business objectives
• Acting as the voice of the customer to advocate for optimal experiences, raising awareness among stakeholders from all parts of the organization
• Working with stakeholders to identify pain points and opportunities for improvement
• Metrics: establish, monitor, and report customer scores, sharing outcomes and recommendations to stakeholders
• Identifying and creating efficiencies through facilitating collaboration, and, where relevant, implementing automation or self-service options
• Engage stakeholders to document and refine customer journeys, creating standards for customer service excellence
• Serve as CX liaison with counterparts in our shareholder divisions
• Streamline repeatable CX processes, educating stakeholders on opportunities for improvement
• Understanding our audience segments, their needs, and make recommendations for meeting their expectations
• Recommend CX technologies to track performance and enhance the customer experience
• Monitoring and assigning CX support cases and inquiries, maintaining communication with the appropriate stakeholder through case completion

Preferred Qualifications

• Customer Experience certifications
• Demonstrated experiences with customer journeys, surveys, and metrics
• Understanding of audience research to inform recommendations
• Ability to work with leadership teams to establish programs and processes
• Familiarity with technologies and systems for measuring customer satisfaction and loyalty

Benefits

$90,000 - $120,000 a year