Customer Experience Manager

Uniti is looking for a proactive and self-motivated Customer Experience Manager. The Customer Experience Manager provides support for the day-to-day operations of Uniti’s customer experience management program and Uniti’s strategic goal execution program, The Four Disciplines of Execution. This position will work heavily in the areas of project management, program development, employee experience, customer obsession, data management and analytics.

Essential Duties & Responsibilities:

• Responsible for day-to-day administration of company’s customer experience management system.
• Responsible for project management of customer experience and employee experience initiatives, tracking project schedules and deliverables, and communicating upcoming deadlines and important milestones.
• Ensures customer experience strategies are aligned to larger business goals and outcomes.
• Works with stakeholders to determine ideal customer profiles and perform customer journey mapping to identify gaps in customer experience across the customer lifecycle.
• Works with stakeholders to implement and support customer feedback loops and learning.
• Assists with the configuration, implementation and rollout of new software platforms.
• Responsible for day-to-day administration of company’s strategic goal setting software and facilitation of The Four Disciplines of Execution program company wide.
• Works with leaders to establish and track strategic goal setting initiatives for employees.
• Works with stakeholders to ensure identified gaps in various programs are filled.
• Assists with the development of presentations and trainings as needed.
• Assists with the development of company communications, including email campaigns, setting up and maintaining internal company web pages, and other communications as needed.
• Schedules and hosts a variety of engagement activities, running polls, facilitating breakout sessions and troubleshooting issues that arise.
• Researches CX emerging industry trends and technology to provide recommendations to update and improve existing processes and procedures.
• Answers questions and provides exceptional service to all external and internal customers.
• Assists in special projects and other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/ or Experience:

• Bachelor’s Degree in business, human resources, or related field. Customer experience or project management experience may be considered in lieu of a degree.
• Two years’ experience in customer experience, project management, or other related field.
• Excellent communication skills (both verbal & written).
• Strong organizational, project and time management skills.
• Proficient in Microsoft Outlook, PowerPoint, Word and Teams; familiarity with Microsoft Excel required.

Physical Demands:

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sitting, standing, and walking.
• Lifting of objects up to 15 pounds, bending, and stooping.
• Hours involving overtime and weekends as necessary.
• Keyboarding, typing.
• Ability to read effectively from a computer screen, sampling device and/or a paper copy.

Working Conditions:

• Ability to work multiple tasks in a stressful environment while maintaining a positive and pleasant manner with others.
• Ability to handle a large volume of work and perform multiple tasks in a fast-paced office environment.
• Ability to travel up to 10%.
• Ability to work flexible hours including evenings, holidays, and weekends.

Uniti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.