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CX Manager, Buying Experience Transformation Specialist
hace 2 meses
About the Opportunity
We are seeking a skilled Customer Experience leader to join our team at Iron Mountain. As a key member of the Global CX Center of Excellence, you will create CX strategies and manage research programs that deliver positive impact for our customers.
The CX Manager, Buying Experience will serve as a consultant and advisor to the Iron Mountain sales and marketing teams, partnering with leadership to execute research programs that increase new solution cross-sell and other outcomes. You will lead the execution of win/loss programs, managing research initiatives, synthesizing insights into business recommendations, and facilitating improvement workstreams.
Responsibilities
- Develop and maintain strong relationships with commercial stakeholders, including sales and marketing teams.
- Execute qualitative and quantitative research to understand what drives commercial outcomes (wins/losses) and partner with the sales operation team and external vendors to deliver high-quality research programs.
- Analyze research data to generate clear insights and specific recommendations to improve our buying experience, highlighting where particular segments of the customer population have unique dynamics/opportunities.
- Develop customer journey maps for critical moments in the buying experience, highlighting where and how changes can improve satisfaction and commercial outcomes.
- Facilitate action planning with a cross-functional commercial stakeholder group and track/report progress on changes.
Requirements
- BA/BS in business, marketing, or related fields.
- 3+ years of experience in CX, research, strategy, or other transformational roles.
- Experience working with sales and marketing functions to improve commercial outcomes (ie buying experience).
- Subject matter expertise in Customer Experience, preferably with professional CX certification.
- Understanding of best practice research techniques and data analytics methods.
- Ability to think conceptually, manage ambiguity, solve complex problems, and make thoughtful recommendations.
- Solid project management and prioritization skills to meet deadlines, taking responsibility for deliverables.
- Strong communication and presentation skills, projecting professionalism and credibility.
- Familiarity with advanced data visualizations, including mekko, quad charts, scatter plots, and table charts.
- Proficiency with Qualtrics or other enterprise surveying platform.
- Additional consideration for experience with Salesforce Sales Cloud and Reporting.
What's in it for you?
- Be part of an ever-evolving global organization focused on transformation.
- Have a support system where you have a safe place to voice your opinion and share feedback.
- Open space to be creative, strategize, brainstorm, and plan for the future success of IRM.
- Global connectivity to learn from 27,000+ teammates across 63 countries.
- Be part of a winning team who embrace diversity, inclusion, and our differences.
