Digital Customer Experience Delivery Manager

Location(s): West Fargo

Job Information

This position is responsible for leading the planning and execution of digital solutions to continually enhance the Bobcat pre-purchase and post purchase customer experience which are key to driving the commercial initiatives of acquisition and retention. Drive digital focused technology improvements across the customer experience, working closely with other cross functional team members and partners. This position will also be responsible for executing customer research to expand the customer experience framework as well as measurement of customer experience including key initiatives of Customer Satisfaction Index (NPS) and ensuring all future digital solutions are implemented with a measurement model.

Role & Responsibility

Digital Customer Experience Solution Delivery

• Build business cases for digital solution projects
• Champion utilization of customer experience discipline/tools as part of solution discovery, development and delivery
• Articulate and develop detailed business and customer requirements for technical delivery team
• Break down processes that can be improved with automation or digital solutions
• Serve as business SME on digital projects
• Ensure digital solution projects meet customer and business needs and are delivered on-time, on budget, and with high quality
• Develop agile strategies to pilot and test new digital solutions with customers
• Lead transition of solutions from initial build to operations model

Drive Adoption of Customer Experience Framework

• Support Digital Customer Experience Manager in expansion of customer experience framework/tools/discipline (journey maps, experience architecture, personas, digital product roadmaps, etc)
• Participate in customer experience team and governance process to rank and prioritize CX initiatives
• Advocate on behalf of customer and business needs

Voice of Customer Research

• Responsible for executing customer research to expand Customer Experience framework
• Develop agile methods to capture voice of customer as part of digital solution development processes
• Understand and monitor competitive landscape and trends in digital space
• Leverage customer feedback, online trends, benchmarking, marketing/brand activities, click/usage data and tech advancements to recommend solutions that enhance customer experience.

Digital User Experience

• Champion internal adoption of human-centered design processes to observe, ideate, prototype and measure the impact of digital experience
• Ability to conceptualize, visualize and design user experiences, working in highly collaborative and agile teams
• Lead efforts to assess digital platforms for usability, visual design, content and branding

Customer Experience Measurement Models

• Develop a consistent process for capturing, measuring and communicating results of customer satisfaction index/NPS program
• Resolution of CSI complaints in coordination with field staff and dealers

Job Requirement

• Education Required: Bachelor's Degree in Marketing, Business or related field
• Experience Required: 5 to 10 years
• Minimum 5 years experience in a digital capacity
• Travel Required: 10-24%
• Customer-first mindset with a strong bias for action and delivering results
• Proven ability to develop and lead high visibility technology projects
• Understanding of digital platforms, channels and digital marketing tactics
• Confidence using data to drive decision and outcomes, and a solid understanding of digital metrics and KPIs
• Ability to get smart quickly with new and emerging technologies
• Experience working with or managing consulting companies/vendors
• Strong familiarity with digital technologies, platforms and concepts, including CMS technologies.
• Experience with Salesforce CRM preferred
• Experience in user centric design and understanding of UX best practices
• Experience working with IT functions and their corresponding governance and financial processes and in driving continuous improvement in such environments.
• Experience with agile methodologies
• Strong customer service orientation
• Knowledge and understanding of business and marketing principles and strategies
• Research and analytical skills sufficient to analyze problems in a multi-faceted way and to develop and implement innovative solutions as well as track the effectiveness of different techniques
• Demonstrated strong project management skills including ability to independently prioritize and track complex, competing schedules; proactively anticipate and complete tasks; and self-initiate programs
• Ability to build relationships with key stakeholders and vendors with proven experience
• Big picture mindset with the ability to zoom in and out of details; can balance both technical and strategic demands
• Demonstrated ability to perform both independently and as a team member, handle multiple assignments
• Demonstrate creativity and ability to challenge the status quo
• Ability to work with cross functional internal teams and external vendors to remove roadblocks, resolve conflicts and move initiatives forward.

Others

• Ability to professionally refocus and redirect colleagues and peers inside and outside of marketing based on customer requirements
• Ability to balance and assess needs of the business vs needs of the customer
• Ability to understand and achieve goals of colleagues and peers

The world-renowned brands that make up Doosan Bobcat produce industry-leading compact and heavy construction equipment, attachments, air compressors, lighting systems, generators and articulated dump trucks. Doosan Bobcat is a part of the Doosan Group, which employs 43,000 people in 38 countries worldwide. With people at the core of who we are, we believe the growth of our people will lead to the continued growth and success of our world-class company. Our team of dedicated employees is the backbone that allows us to provide construction equipment solutions that help our customers build the world of tomorrow. Wherever you find us, you’ll hear the sounds of progress, see the results of our people and feel the rhythm of transformation in everything we do.

Doosan is committed to a diverse workforce and is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to sex, age, race, color, religion, creed, citizenship status, national origin, disability, marital status, sexual orientation, gender identity, protected veteran status, or any other status or characteristic protected by law. Individuals with disabilities who require a reasonable accommodation in the application process or who need assistance accessing the information on this website should call 701-476-4263. Doosan is a VEVRAA federal contractor and seeks priority referrals of protected veterans.

Beware of Fraudulent Job Offers and Solicitations

We recently learned that unauthorized individuals and/or groups are communicating false offers of employment with Bobcat Co. (“Bobcat”) via email.    The communications include the Bobcat logo and may appear legitimate.   However, they are fraudulent and are not sent from anyone affiliated with Bobcat.

Please note that Bobcat, Doosan Bobcat North America, and Doosan Portable Power DO NOT charge a fee, request payment, or request personal banking information at any point in the recruitment process.  We DO NOT send unsolicited emails requesting personal data from potential employees.  If you receive a job offer that appears fraudulent, please notify our talent acquisition team and consider contacting your local law enforcement office.

Any legitimate job offer from Bobcat, Doosan Bobcat North America, or Doosan Portable Power will be preceded by an official selection process.

Nearest Major Market: Fargo