Customer Experience Manager

Job Description
Customer Experience advances Keypath’s vision and success by mapping and connecting the student journey with data, insights, and the possibilities of analytics and technology to reimagine the experience for students. The team works cross-functionally bringing together consumer insights, analytics, IT, and business leaders to design solutions and execute initiatives that transform the experience.
We’re seeking a Customer Experience Manager to join our innovative, highly collaborative marketing team to support the Americas &
Europeregion. This individual will be responsible for delivering initiatives that drive improved business outcomes through a better student experience. They will collaborate with internal stakeholders to adopt new processes that achieve meaningful business change. In particular, the CX Manager will work closely with the Marketing Automation team and IT to implement omni-channel experiences across the entire customer journey and Keypath portfolio. They will take a data-driven approach to decision-making and will implement initiatives with a test and learn approach.
This role reports to the Director of Customer Experience. Successful candidates possess a blend of project management, business acumen, analytical capabilities, and omni-channel expertise to create value for the business and ultimately improve the experience for prospective and current students.
What you’ll be doing as the Customer Experience Manager:
Improve student journey outcomes by removing friction, engaging students at optimal points along the journey through the most effective channels, and aligning content and messaging in context with the student goals and interactions
Support execution of customer experience roadmap, set annual objectives, and deliver results that positively impact business performance and the student experience
Understand interdependencies across people, process, and technology that impact the design and delivery of the student experience
Follow design thinking principles, and use iterative ideation and prototyping to engage students and frontline stakeholders in the co-creation of enhanced or innovative experiences
Ensure initiatives and plans are implemented through cross-functional leadership and collaboration
Design and test enhancements to improve journey performance across student experience and business measures
Partner with Marketing Automation, IT, and functional teams to support the design and implementation of a cohesive customer engagement strategy – advancing the digital maturity by establishing a true omni-channel experience
Continuously monitor the student journey to identify pain points and opportunities to improve, and share insights and learnings
Promote a culture of innovation and inspire action
Follow a well-defined process for designing, testing and project managing initiatives
Contribute to the ‘Voice of the Customer’ strategy, feedback channels, and the development of student satisfaction metrics
Solve for problems or opportunities taking broad perspective and developing innovate approaches or solutions