Manager, Customer Experience

So, what’s the role all about?

The Manager, Customer Experience is a member of the Customer Experience (CX) team. The Customer Experience team identifies process gaps and develops, implements, and monitors procedures, including the appropriate training and reporting for the customer experience. The Manager, Customer Experience will manage the CX Communications team and help develop/guide a consistent customer communication strategy by building strong relationships through partnership and collaboration. The communications team is responsible for creating and sending highly technical and non-technical external content to our customers.  ​​

How will you make an impact?  

• Plan, develop, execute, and manage assigned customer communications content and projects.
• Coordinate with highly technical resources to ensure Service Notifications are accurate for their audience
• Establish and maintain a standard production process which includes meeting established SLAs (Service Level Agreements) and completing all steps required for the high-quality delivery of assigned production projects.
• Support other communication activities, to be assigned on case-by-case basis.
• Deliver high quality content as assigned including written or presentation materials.
• Ensure communication meets customer expectations and aligns with the customer journey.
• Develop KPIs, track progress, and communicate success throughout the organization.
• Manage the Communications team and provide support where needed.
• Act as a customer experience champion inside the organization to drive culture change by consulting with internal departments on their CX strategy and tactics
• Always follow the company Code of Ethics and NICE policies and procedures.
• Communicate in an effective and professional way with customers in and outside of NICE.
• Identify process gaps and develop, implement, and monitor procedures, including the appropriate training and reporting
• Analyze data, prepare reports, and present recommendations to executive management

Have you got what it takes?

• Bachelor's degree in Business, Information Systems, Computer Science, Technical Writing, or a related field; or equivalent work experience.
• 5+ years managing customer communication and strategy
• 2+ years of experience in B2B high-tech company
• Contact center industry knowledge and experience (products/services/platforms)
• Excellent interpersonal skills, both online and in person.
• Strong technical writing/editing skills and attention to detail
• Excellent oral and written communication skills in English
• The ability to collaborate, get consensus across teams, and establish productive relationships.
• Strong client orientation, with an understanding of client needs and concerns.
• Strong organizational skills
• Proven passion for understanding the customer and creating a company culture that supports a positive customer experience
• Demonstrated experience as a creative problem solver that looks for new solutions versus the status quo
• Strong listening and communication skills (written, verbal and interpersonal) to effectively communicate with customers and all levels within the company
• Demonstrated flexibility and resiliency, comfortable with ambiguity, adaptable to a fast-changing environment
• Competency negotiating and successfully managing conflict​
• Ability to work with multiple people and departments.
• Ability to work as a team to accomplish results
• Experience with Microsoft Office suite
• Strong time management, organizational, and process ability

You will have an advantage if you also have:

• Technical understanding/knowledge of xMatters or similar tools for one-to-many communication
• Salesforce CRM experience
• Project management skills

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 6232
Reporting into: Vice President, Site Leader, Philippines
Role Type: Individual Contributor