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Customer Experience Manager Jobs

Company

American Express Global Business Travel
Address , Remote
Employment type FULL_TIME
Salary $70,000 - $140,000 a year
Expires 2023-10-05
Posted at 8 months ago
Job Description
Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Ready to explore a career path? Start your journey.
Specific Responsibilities:
  • Engages well with stakeholders and effectively communicates points of view in business-critical decisions.
  • Use technical judgment to drive project delivery and technology reviews, challenge proposals, and build consensus.
  • Partner with other leaders across the Enterprise Data Management & Analytics department to achieve organizational results.
  • Understand existing/new technologies used in data operations automation, visual reporting, and web design as it applies to survey/feedback systems and intranet tools.
  • Lead and coach the Technical Operations Team and peers in transformation initiatives (i.e. new technical builds in surveys and dashboards, productivity tools such as Microsoft Power Platform, changing organizational hierarchies) and new technologies.
  • Drive a culture of data integrity and turning data into insights to enable smart decision making.
  • Be accountable for the delivery of assigned programs, projects, taking corrective actions when results deviate from expectations and plans to ensure a successful outcome.
  • Act as a business partner to fully understand business, processes, challenges, gaps and areas where system solutions or data collection systems would improve performance, productivity, and greater accessibility to timely insights.
  • Develop, define, and lead all technical operations within Customer Experience group.
  • Lead a team of analysts across multiple countries and time zones.
  • Build positive, trusting relationships through consistent, on-time delivery of commitments and effective communication.
  • Coach, mentor and continuously assess talent to ensure transformation skillset remains relevant.
  • Identify long-term opportunities for process optimization and immediate wins; vet against prioritization parameters and be a contributor to the GBT Customer Experience strategy.
  • Strong engagement with Business Units to proactively identify, prioritize, facilitate, and lead initiatives for Customer facing surveys/research to deliver cost effective services, operational excellence, and an improved user experience through innovative and user-friendly design.
  • Identify where improvements can be made to drive productivity and efficiency across the survey management, data management, data visualization, and survey governance programs.
Requirements to Succeed:
  • Excellent problem solving skills.
  • Proficient in database languages with experience in building complex SQL queries used in analytics and ETL (Extract-Transform-Load) processes.
  • Proven analytical and quantitative skills and an ability to use data and metrics to back up assumptions, develop business cases, and complete root cause analyses and ability to visualize and manipulate data, experience with Tableau/Power BI, or similar tools.
  • Business minded with the ability to assist in strategic planning.
  • Ability to adapt and demonstrate flexibility with changing priorities/expectations from stakeholders.
  • Experience using Microsoft 365 Power Platform (PowerApps, Power Automate, Power BI, Power Pivot), confident user of Microsoft Office (Excel, Word, PowerPoint, Access, etc.)
  • Technical business system analyst skills including requirements documentation, use case definition, testing methodologies, problem solving
  • Familiarity with Qualtrics, Medallia, InMoment, or similar industry leading Customer Experience platform. Qualtrics certification a plus.
  • Skilled in identifying dependencies, requirements gathering, planning, and execution of strategic programs.
  • Excellent project/process management and prioritization skills.
  • Bachelor’s Degree in Information Technology or related technical discipline or equivalent experience demonstrating a well-rounded understanding of data management/automation and web design principles.
  • Works well in a highly dynamic work environment. Ability to quickly change focus to moving priorities while maintaining high quality results.
  • Proven strong people leadership skills.
  • Experience leading international teams in a virtual environment.
  • Proven process improvement experience.
  • Ability to understand technical challenges and linkages and articulate into plans to drive results.
  • Minimum 5 years of combined experience in Process Improvement, Program Management, Project Management in a technical role.

Location
United States - Virtual Location

The US national annual base salary range for this position is from $70,000 to $140,000. The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.
In addition to base salary, this role is eligible for our Annual Incentive Award plan, which rewards participants based on company and individual performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.
GBT 2023 Benefits-at-a-Glance

The #TeamGBT Experience
Work and life: Find your happy medium at Amex GBT.
  • Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
  • We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
  • And much more!
  • Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.
  • Wellbeing resources to support mental and emotional health for you and your immediate family.
  • Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
All qualified applicants will receive equal consideration for employment without regard to age, gender identity (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship or marital status. It is our policy to maintain an equal-opportunity environment free from intimidation, harassment or bias for our candidates, colleagues, clients and suppliers.
We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult
GBT Recruitment Privacy Statement
.
What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!