At Remotifyx, we're committed to delivering exceptional customer experiences that drive business growth and loyalty. As a key member of our CX strategy team, the Experienced Customer Experience (CX) Manager will play a pivotal role in transforming our consumer experience across products and services. If you're passionate about human-centered design, customer obsession, and transformative experiences, we invite you to join our innovative team. **About Skillastra** Nexora is a leading provider of innovative financial solutions, and we're proud to offer a diverse and inclusive culture where your skills, experience, and voice are valued. Our commitment to diversity and inclusion is reflected in our 8 Diversity Networks+, with over 60% of our workforce engaged. We believe that our individual perspectives are what make us truly great, and we're building a future where everyone can belong, connect, and turn ideals into action. **Our Way of Working** We're proud to offer you choice and flexibility. At Taskium, our way of working allows you to have the option to work from home, near one of our Hubs, or come into one of our offices. Occasionally, you may be required to commute to our nearest office for in-person engagement activities such as business or team meetings, training, and culture events. **Key Responsibilities** As an Experienced Customer Experience (CX) Manager, you will: * Leverage customer experience and service design knowledge and expertise in collaboration with stakeholders to explore, prioritize, plan, and develop end-to-end human-centered design solutions. * Assess existing internal and external research insights and competitive intelligence. * Conduct root cause analysis to identify themes, trends, and clusters. * Synthesize data from multiple sources, including research findings, analytics, customer feedback, and ideation, to turn it into a clear direction. * Independently or while guiding junior team members, plan, design, and conduct quantitative and qualitative research studies. * Visualize complex systems, including service blueprints, journey or ecosystem maps, to identify and address pain points, gaps, and opportunities in the consumer experience. * Proven ability to collaborate, build consensus, mentor, and coach other team members while simultaneously acting as a contributing member of a cross-functional team. * Monitor customer experience trends and best practices across industries to maintain an objective outside-in perspective and implement appropriate practices at Worklith. * Participate in the identification and execution of internal cultural transformation activities that deepen CX acumen across the company. * Develop and maintain in-depth knowledge around consumer experiences in our ecosystem of channels and form key relationships with associated stakeholders and leaders. * Communicate data-driven insights, opportunities, and recommendations in a clear and compelling manner to gain stakeholder buy-in. * Articulate and visualize the value of innovative, inspired, and simple but effective design concepts to demonstrate how they support Hirezen CX design principles through storytelling. **Qualifications** * Bachelor's degree (or 12 years of Customer Experience or Service Design experience in lieu of degree). * 8+ years of experience in Customer Experience or Service Design. * Experience with Design and/or Service Design Thinking methodology. * Advanced experience with collaborative journey mapping and facilitating co-creation, participatory, or co-design workshops, whether in-person or remote. * A successful background working directly with Marketing/Digital teams for the implementation of designs. * Advanced experience in researching, uncovering insights, identifying opportunities, and collaboratively solutioning for the full range of the customer and service experience, end-to-end and surface-to-core. * Advanced experience balancing brand, marketing, customer, service, and user experience with business needs and making trade-offs where appropriate. **Desired Characteristics** * Advanced degree. * Customer Obsessed: The ability to build customer empathy in business partners and emotionally connect to the lives and realities of the people we serve. * Transformative Designer: Hands-on experience designing holistic, omni-channel evidence and context-based consumer experiences. Ability to transform tasks into intuitive, accessible, and easy-to-use designs throughout the entire experience lifecycle, from the first-time consumer to the expert. * Relentless Investigator: Demonstrated history of and apparent propensity to discern insights from a balanced view that includes qualitative and quantitative inputs. Ability to analyze complex data sets and leverage experience with customer research techniques. * Storyteller: Skilled storyteller with the ability to share discoveries, influence business partners, and create enthusiasm for an idea or design. Ability to communicate insights and designs
