Customer Experience Manager

Job Description

At Citywide, we believe in creating memorable experiences that foster loyalty and satisfaction among our customers. Our commitment to excellence drives us to continuously innovate and improve our services. As we expand our team, we're looking for a passionate Customer Experience Manager to lead our efforts in enhancing the customer journey and ensuring our clients receive unparalleled service.

As the premier provider of elevator consulting services in the New York area and one of the fastest-growing vertical transportation consulting firms in the U.S., Citywide is constantly seeking extraordinary people for its team. If you possess the appropriate knowledge and experience, attention to detail, strong capacity for organization, a customer-focused attitude, and a desire to learn, please continue reading!

The Customer Experience Manager will play a pivotal role in developing and implementing strategies to elevate the customer experience. This individual will work closely with cross-functional teams, including data analysts and developers, to leverage customer insights and feedback, enhancing our service delivery and customer satisfaction. The ideal candidate will possess a unique blend of analytical skills, empathy, and strategic thinking.

Major Duties:

Develop and Execute Customer Experience Strategies:

Create comprehensive strategies to improve customer satisfaction, loyalty, and advocacy

Analyze Customer Data:

Work closely with data analysts to understand customer behavior, preferences, and feedback, using insights to drive decisions and improvements

Cross-Functional Collaboration:

Partner with teams across the organization, including data analysts, marketing, sales, and product development, to ensure a cohesive and positive customer journey

Lead Customer Feedback Initiatives:

Design and implement feedback mechanisms to gather actionable insights, including surveys, focus groups, and direct customer outreach

Monitor and Report on Performance:

Establish and track key metrics for customer experience, reporting findings to leadership and recommending data-driven adjustments to strategies

Champion Customer-Centric Culture:

Advocate for customers within the organization, ensuring their needs and expectations are central to business decisions and practices

Innovate and Improve:

Identify opportunities for innovation within the customer experience, staying ahead of industry trends and customer expectations

Other duties as required

Qualifications and Skills:

Bachelor’s degree in Business, Marketing, Communications, or a related field.

Proven experience in a customer experience, service design, or customer success role

Strong analytical skills, with proficiency in data analysis tools and methodologies. Experience with Python, SQL, Power Query, and Power BI is a plus

Excellent communication and interpersonal skills, with the ability to engage and influence across all levels of the organization

Demonstrated ability to develop and implement customer experience strategies and initiatives

Strong leadership skills, with experience leading cross-functional projects and teams

Empathy and customer-centric mindset, with a passion for delivering exceptional service

Multitasking and time-management skills, with the ability to prioritize tasks and meet deadlines

Strong work ethic with high-functioning organizational skills

Proactive and self-sufficient

Strong attention to detail, adept in creative problem-solving, and resourceful

What We Offer:

· Competitive salary and benefits package

· Flexible working hours and hybrid/remote work opportunities

· A vibrant and supportive team culture

· Opportunities for professional growth and development and to make a significant impact on our clients’ success through innovative data solutions

How to Apply:

Please provide your resume, cover letter, and any relevant work samples to

In your cover letter, explain why you're the perfect fit for this role and how your skills and experience align with our mission. We look forward to hearing from you! Citywide Elevator Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Come join our team!