Paychex

Manager, Customer Experience (CX) - Service

Paychex • $90K — $120K *
Rochester, NY 14609In-Person
Business Services
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business Management, Strategic Leadership, or equivalent experience - Preferred
  • Master's degree in Business Management, Strategic Leadership, or equivalent experience - Preferred
  • 5 years of management experience
  • 7 years of experience in strategy consulting, marketing, research, or a related customer-focused function

Responsibilities

  • Develop customer experience capabilities and tools to support program strategy.
  • Prepare and analyze budgets to achieve financial objectives related to customer experience.
  • Partner with leaders to create and manage customer-focused CX initiative roadmap.
  • Understand client experiences to identify improvement opportunities and build loyalty.
  • Monitor customer service performance to ensure optimized client interactions.
  • Share customer feedback with leadership through reports and meetings.
  • Synthesize qualitative and quantitative findings to tell a compelling customer experience story.

Benefits

  • Over 21 comprehensive rewards including medical coverage and virtual wellness classes.
  • Flexible paid time off and work-life balance programs.
  • Award-winning training and development programs for career growth.
  • Inclusive company culture that values employee diversity and perspectives.
  • Paid time off for volunteerism and community initiatives.
Full Job Description
Overview

The Manager, Customer Experience (CX) - Service 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 among the Service organization 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. The Customer Experience Manager will lead a team of Voice-of-the-Customer Analysts and other Customer Experience personnel.

Responsibilities

  • Develops new customer experience capabilities and tools to support overall framework and strategy of the program. Creates and implements on-going CX programs within Service 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, retention, NPS, and other CX related targets and ROI.
  • 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.
  • Develop a deep understanding of our client's experiences and identify opportunities to improve the end-to-end customer experience and build customer loyalty.
  • Organize, plan, and monitor the service organization and company's customer service performance to ensure optimized interaction between Paychex and its clients.
  • Share customer feedback from surveys, employees and other sources 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.
  • Coordinate among Service and across functional areas to identify and connect all initiatives that impact a specific customer experience program.
  • 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.
  • Lead journey mapping workshops with internal stakeholders to identify and align on the moments that matter to improve the experience.
  • Additional duties as assigned.

Qualifications

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


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.

      • Note: The benefits described apply to full-time employees. Benefits for part-time, contract, and intern roles may vary.

      Not sure if you meet every requirement?

      At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.

    About Paychex

    Paychex, Inc. is a leading provider of integrated human capital management solutions for payroll, benefits, human resources, and insurance services. By combining its innovative software-as-a-service technology and mobility platform with dedicated, personal service, Paychex empowers small- and medium-sized business owners to focus on the growth and management of their business. Paychex is headquartered in Rochester, New York and has more than 100 locations across the United States and Europe.
    Learn more about Paychex
    Size
    15,000 employees
    Market Cap
    $40.1 billion
    Industry
    Business Services
    Net Income
    $1 billion
    Founded
    1971
    5 Year Trend
    +7.9%
    Revenue
    $3.9 billion
    NASDAQ
    PAYX
    * Ladders Estimates

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