**Manager, Customer Experience**

Remote / Customer Experience (CX) CX Consulting / Full time The Manager, Customer Experience will provide activity and task leadership and business analysis activities at the direction of the Director, Customer Experience. In addition, the Manager will perform practice development activities as directed by the practice leader. These practice development activities may include CX research, competitive analysis, journey mapping, design thinking sessions and other workshop facilitation. This role will eventually be responsible for managing a team of consultants. **Responsibilities**

Manage, lead, mentor and be a resource to our team of Customer Experience consultants, providing both practice support and career development for the consulting team.

Position yourself and Avtex as a thought leader in the Customer Experience space by creating blogs, white papers, monthly webinars and prospect/customer events.

Be an internal subject matter expert around Customer Experience and Market Research activities. Help employees become more engaged with our Customer Experience message and looking at every project, support incident and sales cycle through a CX lens.

Provide expertise and guidance on CX projects.

Lead working sessions and client interviews.

Design and conduct Voice of Customer Analysis, which includes coding and survey development.

Facilitate client reviews, client market and competitive research.

Facilitate workshop logistics and material preparation.

Develop and refine customer Journey Mapping.

Develop Customer Experience innovation.

Lead qualitative and quantitative research projects for Avtex and our clients.

Lead project review meetings.

Provide practice development activities including CX competitive research, thought leadership, authoring white papers, case studies, document methodology, prepare work estimates/SOW/workplans and market research.

**Requirements**

Bachelor's degree in a business-related field, (e.g. Marketing, Sales, Entrepreneurial Studies, etc.)

5 to 8 years experience in consulting or professional services environment

3 to 5 years in Customer Experience

2 years doing quantitative research activities

Previous experience managing others

Ability to communicate and promote the Avtex brand and integrated Customer Experience approach to the market

Experience with Qualtrics, Medallia or another VOC platform

Experience conducting qualitative and quantitative market research activities

**Working at Avtex**

At Avtex, weve worked hard to create a culture that promotes teamwork, creativity and an effective balance between work and the life outside of it. We are committed to attracting the best and brightest, retaining the best and brightest and building an enviable culture. In short, we want our employee experience to inspire people.