What's the role? Lead the end-to-end customer experience strategy across all customer touchpoints, ensuring customer insights, journey optimization, and satisfaction drive business growth, strengthen customer loyalty, and create a differentiated customer experience.
Sound Interesting? Here's what you'll do: CX Strategy & Vision
- Develop and own the overall customer experience strategy aligned with company goals.
- Define CX vision, principles, and measurable objectives for all customer segments.
- Champion a customer-centric culture across all functions.
Customer Journey Management
- Map and continuously refine end-to-end customer journeys (from awareness to renewal/loyalty).
- Identify and prioritize pain points and moments of truth and drive cross-functional improvements.
- Ensure consistent, seamless experiences across digital, physical, and service channels.
Voice of Customer & Insights
- Design and manage all Customer programming.
- Consolidate feedback from surveys, support, sales, and digital analytics into actionable insights.
- Present insights and recommendations regularly to senior leadership.
CX Measurement & Performance
- Define CX KPIs and dashboards (e.g., , , churn, complaint rates, resolution time).
- Track CX performance across touchpoints and regions; drive corrective actions.
- Perform root-cause analyses and prioritize improvement initiatives based on business impact.
- Streamline day-to-day operational procedures-such as complex billing, account onboarding, and ticket resolution-to directly improve the client experience.
Cross-Functional Collaboration
- Partner with Sales, Marketing, Service, Product, and Operations to embed CX into processes and offerings.
- Lead or co-lead cross-functional CX initiatives (e.g., onboarding, issue resolution, digital self-service).
- Facilitate workshops and training to promote customer-centric behaviors.
Process & Service Design
- Use customer journey mapping, service design, and process improvement methods (e.g., Lean, Design Thinking).
- Co-create solutions with customers and internal stakeholders.
- Ensure processes are documented, scalable, and continuously improved.
Team Leadership & Development
- Build and lead a high-performing CX team (e.g., CX managers, analysts, UX researchers).
- Set clear objectives, roles, and development plans.
- Foster a culture of innovation, experimentation, and learning.
Digital & Data-Driven Experience
- Collaborate with Digital/IT on customer-facing platforms (Salesforce, web, portal, apps, CRM, service tools).
- Ensure customer experience requirements are embedded into digital roadmaps.
- Promote the use of analytics, segmentation, and personalization to improve experience.
Do you qualify? - Bachelor's degree in Business, Marketing, Service Management, or related field; Master's a plus.
- ABO Certification desirable.
- 7-10+ years experience in customer experience, service, marketing, or related roles.
- Demonstrated success leading CX or transformation initiatives across multiple functions.
- Strong knowledge of CX methodologies (e.g., journey mapping, VoC, Design Thinking).
- Experience working with CX metrics and analytics tools (e.g., platforms, CRM, BI tools).
- Proven leadership experience, including managing teams and influencing senior stakeholders.
We have amazing benefits to support you as an employee at ZEISS!- Medical
- Vision
- Dental
- 401k Matching
- Employee Assistance Programs
- Vacation and sick pay
- The list goes on!
The above is intended to describe the general content of and requirements for this job. It is not to be construed as an exhaustive statement of requirements, duties, or responsibilities. The Company reserves the right to interpret, amend, or otherwise modify, in whole or in part, any job description at any time, at its sole discretion.
Your ZEISS Recruiting Team:
Lindsay Walker Goodman
