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 for this job