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Colgate Palmolive Customer Experience Manager in Kansas City, Kansas

Relocation Assistance Offered Within Country

# 97749 - Kansas City, Missouri, United States

Job Summary:

Looking for a Customer Experience (CX) Evangelist, a change agent in customer experience to redefine and connect business operations, contact centers, and digital transformation initiatives for the company. This position requires significant problem solving across operations and technology experiences. Requires the ability to quickly dissect issues and develop practical solutions that are forward-thinking and passionate about customer experience. This position requires the ability to work cross functionally across our organization while balancing a range of projects and priorities. The ideal candidate will be a leader, self-starter and able to work in an ambiguous and fast paced environment that will require constant adaptation.

Principal Duties and Responsibilities:

Customer Experience Leadership. The Customer Experience (CX) Manager is responsible for leading the CX Core Team that will activate the CX vision and strategy. The CX Manager plays a pivotal role in identifying business issues and applying critical thinking, technical acumen and motivational design principles to generate insights and creative solutions that fuel customer experience design and execution. The role will lead problem solving and collaboration between the CX Core Team and other key functional teams to ensure that Hill’s solutions and initiatives meet customer expectations and solve business issues. Lead, grow, and develop the CX Core team that is responsible for understanding and improving the customer experience.

Analytics. Build a persistent focus on improving the customer experience at Hill’s through active listening to the voice of the customer (VoC) and innovative solutions through analytical evaluation. Develop and drive continuous performance measurements of CX initiatives and supervise ongoing reporting/ cross functional KPIs, e.g., accountable for all metrics related to CX.

Partnerships. Identify internal and external partnerships, consultants and freelancers to perform customer research to identify customer experience gaps along the customer and consumer journeys, evaluate Voice of the Consumer and lead change. Implement agile practices and FEED principles across the organization where possible.

Education and Best Practices. Serve as subject matter specialist for CX on enterprise-wide efforts and educate the organization on CX initiatives and analyses in an easy-to-understand way across different levels of leadership (e.g., commerce, marketing, CDO, service, finance, CS&L, etc.)

Education/ Experience Requirements:

Basic qualifications include:

  • Bachelor’s Degree required in Marketing or related field.

  • 7+ years of work experience.

Preferred qualifications include:

  • MBA.

Equal Opportunity Employer

Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law

Are you interested in working for Hill's Pet Nutrition? You can apply online and attach all relevant documents such as a cover letter and resume or CV. Applications received by e-mail are not considered in the selection process. Become part of our team. We look forward to your application.

Work that matters, fueled by passion for pets! At Hill’s we have a purpose. Every day around the world, we transform the lives of millions of pet families through pioneering innovation, amazing nutrition, and the best and brightest people. Founded more than 75 years ago with an unwavering commitment to pet nutrition, Hills' mission is to help enrich and lengthen the special relationships between people and their pets.

HILL'S® Prescription Diet® therapeutic pet foods, HILL'S® Science Diet® and HILL'S® Ideal Balance™ wellness pet foods are sold worldwide. Hill’s is a division of Colgate-Palmolive, a leading global consumer products company, tightly focused on Oral Care, Personal Care, Home Care and Pet Nutrition, with sales of products in more than 200 countries. To learn more about Hill's and Colgate, please visit http://www.hillspet.com and http://www.colgatepalmolive.com , or find us on LinkedIn, Facebook, Twitter and YouTube.

Reasonable accommodation during the application process is available for persons with disabilities. Please contact Application_Accommodation@colpal.com with the subject "Accommodation Request" should you require accommodation.

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