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Customer Experience Manager, AJC

Cox Enterprises | Atlanta GA 30346 USA | Part Time | Posted: 01/22/2020

Job Descriptiontop

Cox Enterprises is seeking a Product Manager of Customer Experience that is ready to project manage a matrixed CX team at the Atlanta Journal-Constitution.

The Product Manager of Customer Experience is responsible for defining, measuring, and driving delivery across the organization for both online and offline initiatives.

You will work with cross-functional stakeholders including marketing, customer support, design, product, engineering, and back office teams to drive a culture of customer-centric thinking throughout the organization.

In this role, you will be a hands-on CX leader who can effectively guide and influence a matrixed team to be successful by fostering an environment of trust, collaboration, and high-performance. You will need to be able to knock-down technical, cultural, or organizational impediments, mentor and lead individuals across the organization, and collaborate with key partners in Product, Technology, Marketing, and Customer Care.

How We Work

We believe in agile, self-organizing and performing engineering scrum teams that have a strong understanding of the business needs and the skill sets to deliver solutions iteratively and incrementally.

All our team members are empowered to collaborate and innovate, bringing new ideas to the table and encouraged to ask tough questions while engaged in data-driven debate.

We all work cooperatively within cross-functional teams and across departments and use our expertise to guide and support our teammates in service of the AJC’s overall mission.

Primary Duties and Responsibilities
• Define, measure and manage the AJC’s end-to-end customer experience strategy.
• Partner with the UX team to update user personas, and conduct user research to identify consumer friction points and opportunities for intervention.
• Use research insights (Usability Testing, Survey, Focus Groups, Voice of the Customer insights) to help influence future roadmaps across division.
• Create Customer Journey Maps that document current and future state, consumer sentiment, and prioritize opportunities for intervention based on value to the customer.
• Be the champion for customer experience across the company and provide executive visibility around key customer experience metrics
• Partner closely with marketing, consumer revenue, product, user experience, and customer service to drive critical improvements in the overall customer experience
• Benchmark CX trends, consumer needs, and peers in the publishing/media space.
• Provide strategic insights about the customer voice to leadership (based on analytics and experience)
• Work closely with other key cross-functional stakeholders to drive required changes to improve customer experience
• Be the in-house expert on all things related to AJC’s customer experience: opportunities, misses, strengths and weaknesses

Qualifications
• Experience in product, marketing, and user experience design
• 3+ years of experience working as a part of a Customer Experience team preferred
• Customer Journey Mapping and Sentiment analysis experience
• Solid understanding of CX/UX strategies best practices, principles, and models
• Team player with excellent work habits and interpersonal skills
• Excellent written and verbal communication skills
• Strong execution skills with the ability to drive results and accountability in a matrixed model
• A proven track record of defining and optimizing processes
• Ability to communicate directly to product and technical teams


About Cox Enterprises

Cox Enterprises is a leading communications, media and automotive services company. The company's major operating subsidiaries include Cox Communications (cable television distribution, high-speed Internet access, telephone, home security and automation, commercial telecommunications and advertising solutions); and Cox Automotive (automotive-related auctions, financial services, media and software solutions).

The company's major national brands include Autotrader, Kelley Blue Book and Manheim. Through Cox Automotive, the company's international operations stretch across Asia, Australia, Europe and Latin America. To learn more about Cox's commitment to people, sustainability and our communities, please visit www.CoxCSRReport.com.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.   Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

Job Detailstop

Location Atlanta, GA, 30346, United States
Categories Business Management/Consulting

Location Maptop

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Job Code 8442_1917349

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