Sr Manager, Customer Experience (CX) Strategy

Overview

The Senior Manager, CX Strategy contributes to REI’s success by leading the vision, strategy, and prioritization of the omni-channel customer experience (CX.) This includes journey design and management, service design and management, omni-channel product design and management, innovation in customer and member experiences, orchestrating execution across channels, and omni-channel measurement. The Senior Manager will identify and size opportunities across key member and customer audiences to drive business outcomes including acquisition, onboarding, retention, and reactivation. This individual provides thought leadership on CX best-practices, leveraging member and customer insights, data and understanding of REI’s unique market position to inform decision making and vision setting for the optimal member journey throughout the entire REI ecosystem. This includes codifying the CX design process, the CX product management practice, determining tools and methodologies, as well as developing a customer analytics approach together with analytics and data science partners to provide a delightful and seamless experience for members and customers across all channels and touchpoints of the customer journey.

This Senior Manager will develop a team that works cross-functionally with partner divisions including Retail, Digital, Marketing, Customer Service, and IT by building strong internal partnerships and facilitating multi-disciplinary teams through collaborative processes. This individual understands experience design, digital products, personalization, martech / customer technology, retail experience, associate experience, customer data, and how to bring these elements together to deliver seamless, personalized member and customer experiences. They work in close collaboration with other Member and Customer Planning team functions and the extended senior leadership team in support of the holistic REI Co-op Membership and Customer strategy. They also model and act in accordance with REI’s guiding values and mission.

Responsibilities And Qualifications

• Develop, set and lead the approach and prioritization of CX strategy at REI to deliver an integrated and cohesive end-to-end member and customer experience.
• Establish member and customer experience design processes and lead omni-channel CX design and journey management for the organization.
• Identify opportunities for journey design and development across the various member and customer audiences, the business opportunity scoping based on data and insights, and the prioritization and strategies to deliver on the desired outcomes.
• Establish CX product management practice and lead omni-channel product management for the organization.
• Lead prioritization and integrated delivery as omni-channel CX product management leader in partnership with cross-divisional teams, including omni-channel roadmaps and measurement.
• Develop and own a continuous innovation cycle for incremental journey opportunities by conducting qualitative and quantitative studies and partner with insights and analytics as well as other key customer input partners.
• Establish Journey Mapping and Management and Service Design processes, tools and measurement to effectively monitor and evolve journeys.
• Define, measure and track OKRs and KPIs with clear ties to customer outcomes, business strategy and priorities to demonstrate impact to customer.
• Partner with Performance, Analytics and Data Science teams to design omni-channel testing strategies to understand customer and business impact.
• Champion the omni-channel CX practice across the enterprise through close partnership with marketing, digital, retail, and IT with member and customer needs, desires and motivations translated into cohesive omni-channel journeys or high value actions as central force in how we make decisions and operate.
• Partner with cross-divisional leaders to establish a more seamless omnichannel way of working in service of improving the member and customer experience; help identify new processes, tools, methods, and mental models that promote progress.
• Stay apprised of the current state-of-the-art customer-centric practices, integrating recent advances in the field into existing processes and reports.
• Manage prioritization and trade-offs among a portfolio of CX related initiatives, projects, and deliverables.
• Work to develop strategy for experience launches including working with public relations team, executives, and other product team members.
• Proactively identify and resolve strategic issues that may impair the team’s ability to meet strategic, financial, and technical goals.
  
  
  

Qualifications

• 10+ years work experience within CX strategy, product management, design, or management consulting fields, including demonstrated success leading teams.
• Integrated understanding of the membership and customer space, behavioral economics, consumer psychology, CX design
• Balanced analytical and creative mindset with ability to synthesize complex information, connect ideas with data, and present in digestible, easy to understand format; relies on deep analytical insights to inform recommendations and decisions.
• Demonstrated understanding of human-centered design principles, CX strategy, and UX design and research
• Demonstrated experience initiating and building high performing cross-functional teams
• Ability to lead adaptively through complex and ambiguous problems and situations
• Effective interpersonal and communication skills and the ability to build trusted relationships with all levels within and outside of the organization
• Strong presentation skills with the ability to present to and influence diverse audiences on strategic initiatives using storytelling and vision setting
• Proven ability to work in a fast-paced, changing environment, and effectively manage and meet multiple, simultaneous deadlines with minimum assistance.
• Creates a strong, mutually supportive work spirit and culture where people can do their best.
• Champions the organization and advocates strategic thinking and problem solving in the overall Company's best interest.
• Uses business knowledge, innovative thinking, and sound judgment in the solution of problems or the pursuit of business opportunities.
  
  
  

Closing

At REI, we believe the outdoors is for all. We are committed to becoming a fully inclusive, anti-racist, multicultural organization. We know that there's strength in our diversity - that each employee brings unique skills, experiences, and perspectives. Every day you are driving change, fostering a culture of respect, and knowing you're backed by benefits that support your whole life. To work towards this commitment and fulfill our brand promise of inspiring and enabling a life outside for everyone, we seek employees who demonstrate different ways of working, create a sense of belonging, and actively listen and learn.

Pay Transparency

We are committed to practices that promote pay equity and transparency. As required by applicable Pay Transparency laws, REI provides a range of compensation for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location or other relevant factors.

REI offers all regular employees a generous employee discount, access to health benefits, a retirement savings plan and accrued time off. Click here for a detailed overview of benefits plans by employee profile.

Pay Range

$144,000.00 - $244,800.00 per year