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Sr. Manager, CX Strategy

Kronos Incorporated

This is a Full-time position in Atlanta, GA posted March 28, 2021.

Transcend the day-to-day work experience. Work inspired.

Location:

Description

Primary focus will be working with the VP of CX Strategy to work on CX measurement (VoC/VoE), journey mapping, and customer research activities to drive customer experience initiatives across all UKG business lines. Will need to work closely with various stakeholders across the organization and all levels to effectively carry out responsibilities. Passion for thinking outside the box and drive to uncover the “why” behind a customer’s thoughts and actions and how that links to an appropriate CX improvement strategy is key. Role is a key member of the Customer Experience transformation.

Qualified candidates are highly-motivated and solution-driven and possess a drive to empower and support UKG to deliver a high standard of service to our customers. This role will be pivotal to the success and effectiveness of the entire organization as it scales to its next level and firmly takes the helm as the industry leader in its space.

The ideal candidate is accomplished, high energy, and collaborative who has a proven track record of working independently on all tasks and collaboratively to help a world class organization sustain its success and market leadership.

Primary/Essential Duties and Key Responsibilities:
• Contribute to the development, maintenance, and optimization of a measurement architecture and customer research program that drives a passion for metrics, quality, and cultivating an “outside-in” approach
• Identify, quantify, and prioritize CX improvement initiatives to ensure we exceed expectations of customer satisfaction and CX quality
• Establish a CX partnership with specific business units and examine and support the socialization of the “why” behind current state coupled with supporting the identification of the appropriate CX improvement initiative to evolve a differentiated customer experience
• Working knowledge of the six core Customer Experience competencies and best practices
• Function effectively in a high paced environment
• Drive a culture of continuous improvement

Qualifications

• 5-6 years of domain experience with customer experience including knowledge of best practices and principles
• Significant experience in leveraging survey design methodologies and analysis techniques including customer journey mapping and customer research approaches (quantitative and qualitative) that contribute to our measurement (VoC/VoE) and customer research programs
• Strong analytical capabilities where you are able to synthesize large amounts of data into actionable insights leveraging advanced analytic techniques — ability to conduct regression modeling
• Significant experience in quantifying the impact proposed CX improvement initiatives have on business KPIs (e.g., showcase the revenue impact a 1-point increase on a particular CX metric creates)
• Experience in using industry standard VoC/VoE tools, including text analytic techniques – experience in Qualtrics
• Leadership experience and ability to influence decision-making at the senior-level
• Outstanding organizational, problem solving, and communication skills
• An insatiable intellectual curiosity combined with superior problem-definition and problem-solving skills and sharp attention to detail and high personal standards for quality and thoroughness
• Working knowledge of R, SPSS, or similar statistical programs is expected – R preferred
• Bachelor’s Degree in Business Administration, Psychology, or Behavioral Sciences or equivalent required. Master’s or MBA preferred
• CCXP and/or Six Sigma Green Belt

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at  www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 

UKG participates in E-Verify. View the E-Verify posters  here .

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com   or please call  1 (978) 250 9800.

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