Customer Experience & Service Manager

Position Summary

We are seeking a transformational Customer Experience leader to join our team and bring exceptional new experiences to our customers. The ideal candidate will have a strong background in Customer Experience (CX) and Design Thinking, with a proven track record of both delivering changes to customer perceptions, as well as managing customer service teams. This role requires a deep understanding of technology solutions (including Customer Relationship Management (CRM)) systems and the ability to establish a dynamic CX measurement system.

Major Duties and Responsibilities

Manages and oversees the customer service team, ensuring high performance and customer satisfaction.

Uses CX and Design Thinking to identify actions that drive positive customer perception and deliver demonstrable improvements in customer loyalty and growth.

Works across Departments including sales, technology, and finance to implement both near-term and long-term solutions to customer challenges.

Recognizes the drivers of compelling CX by tracking a portfolio of data points.

Establishes and maintains a dynamic CX measurement system that enables both strategic and tactical decision-making.

Updates and maintains a customer journey map, identifying pivotal moments to design and amplify both CX and brand results.

Serves as CX lead within the Innovation & Experience Team, a task force reporting to the Chief Executive.

Performs other duties as assigned.

Qualifications/Requirements

Required

Bachelor's or AB degree in a relevant field.

Minimum of 4 years of experience in Design Thinking and/or Customer Experience (CX) projects, with at least one year in a project leadership role.

Preferred experience in a call center or customer service department.

Proven ability to manage customer service teams.

Deep knowledge of Customer Relationship Management (CRM) systems.

Strong communication skills, both written and verbal.

Ability to work in the office in Falls Church, VA, with hybrid opportunities available.