Manager, Customer Experience

Manager, Customer Experience (CX)

Paychex is reimagining how businesses manage their workforce by bringing payroll, HR, benefits, and advisory services together into a single connected HCM platform. As Paychex and Paycor come together, we're combining innovative technology, data-driven insights, AI, and human expertise to help organizations work smarter, support their people, and achieve better business outcomes. This is an exciting time to join our team as we continue to invest in innovation, simplify client experiences, and shape the future of work. At Paychex, you'll have the opportunity to grow your career, make a meaningful impact, and be part of something bigger as One Paychex.

Responsibilities

The Manager, Customer Experience (CX) will be primarily responsible for managing a customer insights program to support internal and external client experience, sharing these insights with the leadership team, and ensuring the successful implementation of CX initiatives to increase business performance. The successful candidate will be able to clearly translate and communicate the needs of our clients to improve the overall Customer Experience across the entire customer journey.

• Develops new customer experience capabilities and tools to support overall framework and strategy of the program. Creates and implements on-going CX programs to leverage existing knowledge and expertise in the company.
• Prepares the capital and operating budgets for the cost center(s) and analyzes interdepartmental reports as they relate to the cost center(s). Achieves cost center projections through labor expense and administrative expense controls to support company financial objectives including management of revenue targets, marketing spending, and ROI.
• Develop a deep understanding of our client's experiences and identify opportunities to improve the end-to-end customer experience and build customer loyalty.
• Complete in-depth, qualitative interviews with clients, prospective clients and lost clients to understand why customers are satisfied/dissatisfied and develop insights into customer wants and needs.
• Share customer feedback from interviews with leadership team through combination of summary reports and meetings.
• Supplement qualitative findings with others sources of customer information and synthesize the findings to tell a clear and compelling story about the customer experience.
• Partner with business leaders to create a customer-focused CX initiative roadmap and successfully manage and report on the execution of this plan. Leverage customer insights to ensure proper prioritization of work and allocation of resources across the business.
• Coordinate across functional areas to identify and connect all initiatives that impact a specific customer experience program.
• Lead journey mapping workshops with internal stakeholders to identify and align on the moments that matter to improve the experience.
• Define a customer experience quality framework in a consistent manner across the enterprise, creating and reporting metrics to measure CX success, including their use in regular reviews and decision making processes.

Qualifications

• Bachelor's Degree in Business Management, Product Management, or equivalent experience
• Master's Degree in Business Management, Product Management, or equivalent experience
• 5 years of experience in Management.
• 7 years of experience in Strategy Consulting, Marketing, Research, or related customer-focused function.

Compensation

In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $98,700.00 - $155,100.00 annually. Please keep in mind that this range is the base pay only and does not consider other components that make up the total rewards package for the position. If you are hired at Paychex, your overall compensation will be determined based on factors such as geographic location, skills, education, and/or experience which may result in total compensation outside of this range.

Live the Paychex Values

• Act with uncompromising integrity.
• Provide outstanding service and build trusted relationships.
• Drive innovation in our products and services and continually improve our processes.
• Work in partnership and support each other.
• Be personally accountable and deliver on commitments.
• Treat each other with respect and dignity.

What's in it for you?

• We value your well-being: We provide over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much more.
• We value your time: From paid time off to company holidays, culture days, and comprehensive work-life balance programs, we will ensure you have the flexibility you need to be your best.
• We value your development: Our award-winning training and development programs empower our employees with ongoing learning opportunities to give you the building blocks to grow your career.
• We value your perspective: Our company culture reflects the diversity of our employees. We want you to be you and your voice to be heard.
• We value our communities: We offer paid time off for volunteerism and promote many company-wide and local initiatives that benefit organizations you care about.