Customer Experience Manager - Connected Services

Company Information PACCAR, Inc. is a Fortune 500 company established in 1905 and is recognized as a global leader in the commercial vehicle, financial, and customer service fields. PACCAR is a global technology leader in the design, manufacture and customer support of high-quality light-, medium- and heavy-duty trucks under its internationally recognized brands Kenworth, Peterbilt and DAF... nameplates. PACCAR designs and manufactures advanced diesel engines and provides customized financial services, information technology and truck parts related to its principal business. Your next career move is waiting at PACCAR whether you want to design the transportation technology of tomorrow, support the staff functions of a dynamic, international leader, or build our excellent products and services. Join the PACCAR team today! Division Information PACCAR’s Information Technology Division (ITD), located in Renton, WA utilizes cutting-edge technology to provide systems development, consulting, voice and data communications services to the entire Corporation, which has high visibility in the technology sector. The Role/Team Global Connected Services is responsible for revolutionizing the PACCAR vehicle ownership experience through the development of innovative services delivered to connected-enabled vehicles. The Customer Experience Manager works with Kenworth, Peterbilt, PACCAR Parts and the aftersales teams to ensure an exceptional customer experience when working with PACCAR digital products and services. As Customer Experience Manager, you’ll oversee and improve all aspects of the customer’s digital journey, ensuring satisfaction and loyalty throughout the customer lifecycle. You will work closely with customers, dealers and other PACCAR divisions to collect data and insights to improve the way customers perceive and value our services. This position is located in Lewisville, TX. This is an individual contributor position. Job Functions/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 different ways to improve the customer journey and create a positive experience. • Work closely with customers, dealers, sales, and marketing to identify and validate customer value propositions. • Collaborate with cross-functional teams, such as marketing, sales, aftersales, product development, and customer service, 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 for building customer relations. • Train and educate internals on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization. • Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders. Qualifications • 5+ years’ 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. • Excellent interpersonal, communication, and presentation skills, with proven ability to influence others. • Ability to work flexible schedule as business needs dictate. • Ability to travel (~30%, as needed). Education/Training • Bachelor's degree in Business Administration, Marketing, Business Management, or Communications required. • Certifications in customer experience management, such as Certified Customer Experience Professional (CCXP) a plus. PACCAR Benefits As a U.S. PACCAR employee, you have a full range of benefit options including: • 401k with up to a 5% company match • Fully funded pension plan that provides monthly benefits after retirement • Comprehensive paid time off – minimum of 10 paid vacation days (additional days are provided with additional seniority/years of service), 12 paid holidays, and sick time • Tuition reimbursement for continued education • Medical, dental, and vision plans for you and your family • Flexible spending accounts (FSA) and health savings account (HSA) • Paid short-and long-term disability programs • Life and accidental death and dismemberment insurance • EAP services including wellness plans, estate planning, financial counseling and more Diversity & Inclusion PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability corporation. Having a diverse and inclusive work environment ensures PACCAR has the talent needed to conduct business today and in the future by leveraging different backgrounds, skills, and viewpoints. We believe diversity in the workplace increases innovation, results in better decisions, and increases employee engagement. PACCAR’s IT Division promotes Diversity and Inclusion through mentorship, events, celebrations, and affinity groups. The IT Division has an active Diversity Council and supports initiatives and activities for all. PACCAR supports women through the PACCAR Women’s Association (PWA), Women in Trucking, and Women in Technology International (WITI). Educational awareness programs such as Unconscious Bias, Male Allyship and Inclusive Leadership are just a few of many trainings offered. PACCAR is a supporter of PRIDE and celebrates many different multi-cultural events. Additional Job Board Information PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability. At PACCAR, we value talent and promote growth and development. We carefully consider numerous compensation factors, including your education, training, or experience. #LI-MK1 Apply Job!