Manager, Customer Experience

October 17, 2020
Jacksonville, FL
Job Type


Company Overview:At ADT, we’ve been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most. For more information, visit or follow us on Twitter, LinkedIn, Facebook and Instagram. Position Summary:ADT, the leader in smart home security, continually strives to deliver a world-class customer experience as we continue to find new and innovative ways protect what matters most to our customers. As customer needs and perceptions about home security change, its vital that ADT evolves with it to maintain its leadership in the industry. Given the ever-evolving landscape, ADT is excited for the opportunity to serve its customers in new and engaging ways; helping develop an ecosystem of security across a customer’s home, on the go and at work. To do this we are reimagining our customer experience across the entire customer journey and are looking for someone to lead that exciting effort! As a Manager, Customer Experience you will be responsible for the mapping, optimization, and enhancement of end to end customer journeys for a subset of ADT business units and functions (i.e. Install & Service, Relocations, SMS, Live Chat, Care, etc.). You will play a critical role to ideate, plan, implement, monitor, and build upon new initiatives that deliver customer insights and lead to actionable improvements across the organization. A continuous improvement exercise, your efforts will continue driving improvements around the way we work, how we support our customers, as well as, partners and how we create operational efficiencies throughout multiple organizations. On a daily basis you will partner closely with business and functional peers across the organization to define and map the current ADT customer journey and align the organization to support an ADT customer-centric vision. The overall Customer Journey Map will depict the ideal end-to-end customer experience for multiple personas across multiple touchpoints and takes into consideration insights from design sessions, customer research, business processes and changes to business models. This position must have a strong capability to deliver quick results based on business needs. We're looking for a passionate disruptor with a strong background in customer experience/customer journey mapping that loves to work with different functional teams, data analysis and solve complex problems. •Lead discovery sessions to deeply understand our current customer experience today, perform research with our customers to understand more, and work cross-functionally to define the future state•Run large, cross-functional customer journey mapping and design thinking workshops with many levels across the organization•Apply design thinking in collaborative environments to innovate and improve the customer experience•Use Voice of the Customer, product, and operational data to gain insight across the customer journey•Evaluate interactions with all systems and channels to help identify key areas of opportunity for improvement•Determine root-cause for customers that are not on a high value journey and develop initiatives to get them back on track•Partnering with our business unit leaders and IT to manage customer experience projects from inception through implementation and steady state•Own and maintain the customer journey/experience roadmap, aligning the themes/vision across marketing, emerging markets, operations and other areas•Supporting testing and optimization programs to enhance customer retention and satisfaction across lines of business (Residential, Small Business, commercial, ADT Go, Digital Security and Health)•Lead cross-functional business teams to gather specific requirements on agreed programs.

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