Manager- Customer Experience

Develop a deep understanding of PPL customers and identify opportunities / leverage points for improving the customer experience and building customer loyalty.
In-depth understanding of analytics reporting for multiple disciplines, including IVR, web, mobile and multichannel communications.
Develop strategic recommendations to improve our websites, social, mobile experience, operations and communications.
Design strategic plans to deliver a consistent, low-effort experience to customers via social, web, mobile, chat platforms.
Drive Marketing Research priorities and continually review the complete suite of available customer data to identify key themes and opportunities for improvement.
Strong orientation toward conceptual modeling; ability to innovate on process.
Lead, motivate, empower and inspire a multidisciplinary team in collaboratively shaping the customer experience.
Continuously stay up-to-date with industry trends in web, mobile, multichannel, chat, social and other emerging technologies.
Conduct customer journey mapping to help shape the future of effective customer service offerings.
Define behavioral triggers across the customer lifecycle to optimize engagement, improve the customer experience and increase the adoption of self-service offerings.
Define and implement key messages and be the voice of the customer in outbound communications.
Create project plans and schedules and manage cross-functional project teams; working collaboratively to meet the needs of the customer and business.
Maintain positive relationships with direct reports, other departments and vendors.

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