Digital Customer Experience Manager
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About The Position
The Manager, Digital Customer Experience Management (CEM) is responsible for monitoring and providing actionable voice of the customer insights to our Digital product team along with monitoring key operational metrics to optimize the Digital Customer Experience across digital channels. This role will help to support Voice of Customer insights for Experiences across the Digital enterprise. The Manager, Digital CEM will utilize both qualitative and quantitative data to ensure optimal site health and move the needle on satisfaction scores. Qualitative data will include current Voice of Customer tools to gain actionable insights, while closely collaborating with product managers, analytics, and IT teams to take these insights to market. Quantitative data and analysis will include funnel flow analytics and key metric dashboards. This position will be responsible for staying abreast of the fast-moving industry to identify the latest market developments, synthesize competitive research insights, and inform a product roadmap that drives customer satisfaction and improved conversion.
