Manager, Customer Experience (CX) - Service

The Manager, Customer Experience (CX) - Service will be primarily responsible for managing a customer insights program to support internal and external client experience, sharing these insights with the leadership team, and ensuring the successful implementation of CX initiatives among the Service organization to increase business performance. The successful candidate will be able to clearly translate and communicate the needs of our clients to improve the overall Customer Experience across the entire customer journey. The Customer Experience Manager will lead a team of Voice-of-the-Customer Analysts and other Customer Experience personnel.

• Develops new customer experience capabilities and tools to support overall framework and strategy of the program. Creates and implements on-going CX programs within Service to leverage existing knowledge and expertise in the company.
• Prepares the capital and operating budgets for the cost center(s) and analyzes interdepartmental reports as they relate to the cost center(s). Achieves cost center projections through labor expense and administrative expense controls to support company financial objectives including management of revenue, retention, NPS, and other CX related targets and ROI.
• Partner with business leaders to create a customer-focused CX initiative roadmap and successfully manage and report on the execution of this plan. Leverage customer insights to ensure proper prioritization of work and allocation of resources across the business.
• Develop a deep understanding of our client’s experiences and identify opportunities to improve the end-to-end customer experience and build customer loyalty.
• Organize, plan, and monitor the service organization and company’s customer service performance to ensure optimized interaction between Paychex and its clients.
• Share customer feedback from surveys, employees and other sources with leadership team through combination of summary reports and meetings.
• Supplement qualitative findings with others sources of customer information and synthesize the findings to tell a clear and compelling story about the customer experience.
• Coordinate among Service and across functional areas to identify and connect all initiatives that impact a specific customer experience program.
• Define a customer experience quality framework in a consistent manner across the enterprise, creating and reporting metrics to measure CX success, including their use in regular reviews and decision making processes.
• Lead journey mapping workshops with internal stakeholders to identify and align on the moments that matter to improve the experience.
• Additional duties as assigned.

• Act with uncompromising integrity.
• Provide outstanding service and build trusted relationships.
• Drive innovation in our products and services and continually improve our processes.
• Work in partnership and support each other.
• Be personally accountable and deliver on commitments.
• Treat each other with respect and dignity.
• What's in it for you?:
  • We value your well-being: We provide over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much more.
  • We value your time: From paid time off to company holidays, culture days, and comprehensive work-life balance programs, we will ensure you have the flexibility you need to be your best.
  • We value your development: Our award-winning training and development programs empower our employees with ongoing learning opportunities to give you the building blocks to grow your career.
  • We value your perspective: Our company culture reflects the diversity of our employees. We want you to be you and your voice to be heard.
  • We value our communities: We offer paid time off for volunteerism and promote many company-wide and local initiatives that benefit organizations you care about.
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    Note: The benefits described apply to full-time employees. Benefits for part-time, contract, and intern roles may vary. Not sure if you meet every requirement?: At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.
    Paychex is an equal opportunity employer. We are committed to fostering a respectful and inclusive workplace where all individuals are treated fairly and evaluated based on their qualifications, experience, and merit. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment.