Customer Experience Manager
Omaha, NE, US, 68137-2210 Fargo, ND, US, 58108
AgCountry Farm Credit Services (AgCountry), Farm Credit Services of America (FCSAmerica) and Frontier Farm Credit are financial cooperatives that operate under shared management across eight states. While each association is owned by its local farmers and ranchers, they collaborate by pooling resources, expertise, and talent to provide affordable credit, crop insurance, and financial services.
Our associations are united by a common mission and commitment to serving rural America and supporting each other, which drives the success of the farmers, ranchers, and agribusiness we serve. We take pride in being a great place to work, and this enthusiasm is reflected in the relationships our team members foster with one another and with our customers.
Job Summary
We are seeking a Customer Experience Manager who is responsible for designing, championing, and measuring customer-driven strategies and initiatives that differentiate us and align with our vision. This role serves as a voice for the customer to influence product and process design across the organization. Responsible for keeping the customer at the forefront of decision making by staying abreast of emerging customer experience trends, collaborating with key stakeholders to conduct formal and informal CX research and journey mapping, developing and championing business cases to activate insights, and building a long-term CX roadmap. The CX Manager also monitors and makes sense of changes to the core Customer Experience metrics, and ensures additional metrics are established as needed. This individual is business-savvy, empathetic, strategic, and has broad influence as a go-to CX strategy and measurement expert across all business areas.
Essential Duties & Responsibilities
- Establishes clear understanding of current vs. desired state for the most important customer journey elements.
- Partner with customers and Internal teams to identify gaps and inconsistencies.
- Align CX priorities to business unit and enterprise strategic priorities.
- Build and champion a roadmap and prioritize business cases to drive progress.
- Owns and evolve CX research, measurement, and benchmarking
- Partner with internal partners and appropriate external vendors to build and implement a comprehensive measurement model, including relational, transactional, and diagnostic metrics.
- Ensure activation of learning across business and functional teams.
- Develops thought leadership and best practices in the CX space.
- Develop a network of external CX partners and stay abreast of the latest trends and capabilities.
- Inspire and influence internal stakeholders through strategic communication and CX engagement programs.
- Establish credibility as a customer expert across business areas. Consult on key strategic questions relating to customer experience.
Travel Time
- Percentage of time required to travel during the day - 20%
- Percentage of time required to travel overnight - 20%
Education Requirements
- Bachelor's degree Preferred in Business, Markeing, Research or Agriculture
Years of Experience
- 6 + years' of experience in a customer facing role (relationship management), Customer Experience Management, Customer Experience Research, and/or Customer Loyalty Programs.
Certification and Technical Requirements
- Intermediate to advanced level in Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.)
About Us:
AgCountry has 45 offices, is based in Fargo, North Dakota and serves portions of North Dakota, Minnesota, and Wisconsin, FCSAmerica is based in Omaha, NE and has 42 local offices serving rural communities and agriculture in Iowa, Nebraska, South Dakota, and Wyoming. Frontier Farm Credit has six offices serving eastern Kansas. Together, we support nearly 82,000 producers and agribusinesses, meeting the needs of today’s agricultural industry with our combined 2600+ employees providing lending, risk management, technology, commodity marketing, and customer and employee education.
AgCountry Farm Credit Services, ACA, Farm Credit Services of America, ACA, and Frontier Farm Credit, ACA are Equal Employment Opportunity employers, and they comply with all applicable federal, state, and local fair employment practices laws.