Romack Financial has partnered with a public telecom company to source a Customer Experience Manager in their Little Rock, AR location. This position reports to the Chief Administrative Officer, and will be an integral part of the CAO office.
The ideal candidate will possess:

• Bachelor’s Degree in business, human resources, or related field. Customer experience or project management experience may be considered in lieu of a degree.
• 2 years’ experience in customer experience, project management, or other related field.
• Excellent communication skills (both verbal & written).
• Strong organizational, project and time management skills.
• Proficient in Microsoft Outlook, PowerPoint, Word and Teams; familiarity with Microsoft Excel required.

• Creates and maintains accurate Standard Cost system that includes periodic review, analysis and update of costs and rates
• Responsible for day-to-day administration of company’s customer experience management system.
• Responsible for project management of customer experience and employee experience initiatives, tracking project schedules and deliverables, and communicating upcoming deadlines and important milestones.
• Ensures customer experience strategies are aligned to larger business goals and outcomes.
• Works with stakeholders to determine ideal customer profiles and perform customer journey mapping to identify gaps in customer experience across the customer lifecycle.
• Works with stakeholders to implement and support customer feedback loops and learning.
• Assists with the configuration, implementation and rollout of new software platforms.
• Responsible for day-to-day administration of company’s strategic goal setting software and facilitation of The Four Disciplines of Execution program company wide.
• Works with leaders to establish and track strategic goal setting initiatives for employees.
• Works with stakeholders to ensure identified gaps in various programs are filled
• Assists with the development of presentations and trainings as needed.
• Assists with the development of company communications, including email campaigns, setting up and maintaining internal company web pages, and other communications as needed.
• Schedules and hosts a variety of engagement activities, running polls, facilitating breakout sessions and troubleshooting issues that arise.
• Researches CX emerging industry trends and technology to provide recommendations to update and improve existing processes and procedures.
• Answers questions and provides exceptional service to all external and internal customers.
• Assists in special projects and other duties as assigned.