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Position Title :Sr. Manager, Customer Engagement and Process Improvement
Resume Recipient :Hiring Company
Job Category :Strategy
Location:United States
Job I.D:17125
Nearest Metropolitan Area(s) : Chicago
Primary Location City,
: Westchester,IL
Description : Reporting into the Vice President, Global Customer Experience and Channel Development, this role will support the development of the global Customer Experience strategy and drive its execution to improve customer loyalty. This person will collaborate with key functional leaders and or process owners to leverage customer insights to identify and address opportunities to improve customers’ experience to deliver mutual value. This will involve redesigning and or improving existing processes and creating/designing experiences/processes that delight customers and deliver measurable value. Additionally, the person will establish a framework and playbook for collaborating with key customers, leveraging Ingredion’s Continuous Improvement capabilities, to create solutions that deliver shared value. In conjunction with Ingredion’s CI organization and Regional CX Leaders, the person will establish a process and governance for managing customer experience improvement ideas and project portfolio to create shared value with customers. The person will be responsible for directly driving internal and joint process improvement projects with Strategic Accounts. Additionally, the person will equip regional CX Leaders to manage similar projects with regional strategic accounts. Also, the person showcase success stories to demonstrate the business value customer experience improvement. The person will be passionate about customers and transforming their experience, with a good appreciation and understanding of the operational improvement drivers. The person shall draw on both right and left brains to develop creative and impactful solutions and inspire bold innovation that fuels meaningful improvements in customers’ experience.
Supervision: No direct reports
Key Deliverables
•Support the development and execution of Customer Experience strategy to differentiate Ingredion
•Establish performance management system (KPIs, dashboards, reports) for measuring customer experience improvement to drive accountability and facilitate customer focused culture
•Establish a process and governance for and drive growth in customer experience improvement idea and project portfolio management to create shared value (with customers)
•Collaborate with key functional leaders, process owners and or customers to leverage customer insights to identify and address customer experience improvement opportunities, delivering measure value to customers and Ingredion
•Lead redesign of existing processes/experiences and design of new processes/experiences that delight customers and create shared value
•Directly lead, manage or coordinate internal and or customer project teams, facilitating cross-functional collaboration, across the project lifecycle, to deliver comprehensive solutions that create shared value
•Provide leading practices, tools and resources to drive best in class customer experience improvement and design capability across regions
•Collate and showcase customer experience improvement and or design success stories to demonstrate business impact internally and to customers
•Recognize, reward and showcase customer experience improvement initiatives by employees/teams to promote a embed the culture of continued customer experience improvement
Requirements : •5years+ prior experience in Customer Experience Design, Process Improvement, Business Transformation, Customer Experience or related roles with the following experiences:
•Demonstrated ability to analyze data and develop fact-based recommendations to solve problems to achieve win-win outcomes
•Experience in using structured methodologies such as customer journey mapping, design thinking, business process design, and lean six sigma / continuous improvement to improve/design processes and experiences
•Hands on experience designing and implementing customer experiences that deliver shared value, leveraging digital technology / solutions where relevant
•Demonstrated ability to identify and drive creative actions/solutions to improve customer loyalty and satisfaction
•Experience in establishing performance management systems including KPI definition, dashboarding/reporting and storytelling
•Strong leadership and interpersonal skills, with the ability to manage customer relationships and influence key stakeholders, internal and external
•Prior experience in Project and Change Management, and functional expertise in both customer facing and Operations roles will be a plus
•Excellent presentation and communication skills, both in creation and execution
•Strong attention to detail with ability to organize, prioritize, and multitask effectively within a fast-paced, rapidly changing environment with multiple priorities
•Ability to travel up to 20% of the time
•Prior work experience in B2B environment and or manufacturing industry is a plus
•Bachelors’ degree in relevant scientific, engineering, or business discipline. MBA is a plus
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