Experienced Full Stack Customer Experience Manager – Connected Services and Digital Product Development

Join the Innovative Team at blithequark

blithequark is a global technology leader in the commercial vehicle, financial, and customer service fields, recognized as a Fortune 500 company. With a rich history dating back to 1905, blithequark has established itself as a pioneer in designing, manufacturing, and supporting high-quality trucks, advanced diesel engines, and providing customized financial services. Our company culture values innovation, diversity, and customer satisfaction, making us an exciting place to work and grow your career.

About Our Information Technology Division

Located in Renton, WA, our Information Technology Division (ITD) is at the forefront of technology, providing cutting-edge systems development, consulting, voice, and data communications services to the entire corporation. Our ITD team is comprised of talented professionals who are passionate about leveraging technology to drive business success.

The Role: Customer Experience Manager – Connected Services

We are seeking an experienced Customer Experience Manager to join our Global Connected Services team, responsible for revolutionizing the vehicle ownership experience through innovative services delivered to connected-enabled vehicles. As a Customer Experience Manager, you will work closely with our Kenworth, Peterbilt, blithequark Parts, and aftersales teams to ensure an exceptional customer experience when interacting with our digital products and services.

Key Responsibilities:

• Develop and implement strategies to improve customer interactions across multiple touchpoints and channels.
• Act as the steward of the Global Connected customer experience, ensuring a cohesive and customer-centric approach.
• Create comprehensive customer journey maps to identify pain points and areas for improvement.
• Analyze customer feedback, surveys, and data to inform customer experience decisions and measure the effectiveness of initiatives.
• Collaborate with customers, dealers, sales, and marketing teams to identify and validate customer value propositions.
• Work closely with cross-functional teams, such as marketing, sales, aftersales, product development, and customer service, to align customer experience efforts with business goals and objectives.
• Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery.
• Train and educate internal stakeholders on customer-centric approaches and best practices to foster a customer-focused culture.
• Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.

Requirements and Qualifications

Essential Qualifications:

• 5+ years of experience in customer service, customer experience management, or a related field.
• Proficiency in using customer experience tools and software, such as customer feedback management systems, CRM platforms, and data analytics software.
• Familiarity with project management principles and practices.
• Results-oriented with excellent customer service skills and a strong attention to detail.
• Excellent interpersonal, communication, and presentation skills, with a proven ability to influence others.
• Ability to work a flexible schedule as business needs dictate.
• Ability to travel (~30%, as needed).

Preferred Qualifications:

• Bachelor's degree in Business Administration, Marketing, Business Management, or Communications.
• Certifications in customer experience management, such as Certified Customer Experience Professional (CCXP).

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. We offer a range of learning benefits, including: