Customer Experience Manager - Connected Services

Join the PACCAR Team and Revolutionize the Vehicle Ownership Experience!

We are seeking a highly skilled and experienced Customer Experience Manager to lead our Connected Services team in Lewisville, TX. As a Customer Experience Manager, you will play a critical role in shaping the customer experience across multiple touchpoints and channels, ensuring satisfaction and loyalty throughout the customer lifecycle.

About PACCAR: PACCAR Inc. is a Fortune 500 company and a global leader in the commercial vehicle, financial, and customer service fields. Our company is recognized for its high-quality products and services, and we are committed to providing an exceptional customer experience.

Job Summary

The Customer Experience Manager - Connected Services is responsible for developing and implementing strategies to improve customer interactions across multiple touchpoints and channels. This position requires a strong and diverse skillset in relevant areas to drive success. The successful candidate will have a deep understanding of customer experience management, excellent communication and interpersonal skills, and the ability to analyze data and insights to inform business decisions.

Responsibilities

• Develop and implement strategies to improve customer interactions across multiple touchpoints and channels.
• Act as the steward of the Global Connected customer experience.
• Create comprehensive customer journey maps.
• Analyze customer feedback, surveys, and data to identify customer pain points and opportunities for improvement.
• Collaborate with cross-functional teams to align customer experience efforts with business goals and objectives.
• Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery.
• Train and educate internal stakeholders on customer-centric approaches and best practices.
• Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty.

Requirements

• 5+ years of experience in customer service, customer experience management, or a related field.
• Proficiency in using customer experience tools and software, such as customer feedback management systems, CRM platforms, and data analytics software.
• Familiarity with project management principles and practices.
• Results-oriented with excellent customer service skills.
• Strong attention to detail and excellent interpersonal, communication, and presentation skills.
• Bachelor's degree in Business Administration, Marketing, Business Management, or Communications required.

What We Offer

• Competitive salary and benefits package.
• Opportunity to work with a global leader in the commercial vehicle industry.
• Collaborative and dynamic work environment.
• Professional development and growth opportunities.
• Diverse and inclusive work environment.

Diversity and Inclusion

PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability corporation. We value diversity and inclusion in the workplace and are committed to providing a work environment that is free from harassment and discrimination.

How to Apply

If you are a motivated and customer-focused professional looking to join a dynamic team, please submit your application today! Apply To This Job