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Patterson Companies, Inc

Customer Experience Manager

Patterson Companies, Inc - Saint Paul, MN

Overview
The Customer Experience Manager will lead Patterson\u2019s efforts to understand, design improvements, and prioritize initiatives that will create a superior customer experience for our dental and veterinary customers.  In this role, the Customer Experience Manager will lead a team of cross-functional experts and external partners to develop and execute foundational research, inform strategy, and develop a prioritized portfolio of customer focused initiatives.  The Manager will also design and own a scorecard of leading indicator metrics and determine our technology platform for measurement.  This scorecard will enable Patterson to continually monitor and optimize our customer\u2019s experience. Additionally, the Manager will support the organization by recommending and partnering on customer insights collection and driving to action.
Responsibilities
Lead Customer Experience Research

Develop and lead all customer research to understand key purchasing and customer experience drivers
Deliver foundational artifacts that will create the foundation for ongoing decisions and investments: personas, journey maps, customer value propositions, and actionable scorecard around the 3-4 customer experience levers that will drive superior experience
Select and direct partners as needed, including customer research agencies and measurement technology platform providers
Define metrics, measurement, and ongoing research to optimize service and capabilities
Influence corporate and business unit strategy with customer insights
Collaborate with change management and corporate communications to educate and align Patterson around critical customer insights

Influence the Organization & Drive Meaningful Change

Propel strategic shift in organization from reactive support model to proactive customer experience design and management
Lead Customer Experience Leadership team to develop & prioritize initiatives
Inform business unit strategies by incorporating customer experience insights into prioritization of people, process, and technology investments
Act as a thought leader to corporate and business unit leadership by synthesizing learning, driving clarity, and motivating teams around actionable insights
Collaborate with change management and corporate communications to educate and align broader Patterson organization around critical customer insights
Design and run customer research projects and design thinking workshops to support business objectives
Monitor and analyze external environment to identify threats and opportunities to our customer experience model

Qualifications
Minimum Qualifications

5 years of customer insights with past experience with journey maps, design thinking, path to purchase, customer experience scorecards and platforms
Broad experience leading primary customer research and analyzing secondary data down to practical and actionable business results
Demonstrated track record of building new organizational capabilities
Self starter
Ability to influence indirectly, up and down the organization
Strong interpersonal and collaboration skills
Ability to lead through ambiguity and influence strategy
Excellent oral and written communication skills

Preferred Qualifications

MBA
Experience working in B2B with a field based sales organization

3 days 17 hours ago

Patterson Companies, Inc

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Customer Experience Manager Patterson Companies, Inc - Saint Paul, MN, United States

   

Location: Saint Paul, MN

Company Profile:
Patterson Medical is committed to aggressively seeking out business partners and strategic alliances that will benefit our customers. Through our Platinum Partner Program, we have developed special partnerships with each of the suppliers listed below. With the enhanced relationships that have been cultivated through this program, we are better able to respond quickly to your needs with the highest quality, most innovative products available in the market today.