Manager, Customer Experience

Paychex is reimagining how businesses manage their workforce by bringing payroll, HR, benefits, and advisory services together into a single connected HCM platform. As Paychex and Paycor come together, we're combining innovative technology, data-driven insights, AI, and human expertise to help organizations work smarter, support their people, and achieve better business outcomes. This is an exciting time to join our team as we continue to invest in innovation, simplify client experiences, and shape the future of work. At Paychex, you'll have the opportunity to grow your career, make a meaningful impact, and be part of something bigger as One Paychex.

The Manager, Customer Experience (CX) will be primarily responsible for managing a customer insights program to support internal and external client experience, sharing these insights with the leadership team, and ensuring the successful implementation of CX initiatives to increase business performance. The successful candidate will be able to clearly translate and communicate the needs of our clients to improve the overall Customer Experience across the entire customer journey.

Develops new customer experience capabilities and tools to support overall framework and strategy of the program. Creates and implements on-going CX programs to leverage existing knowledge and expertise in the company. Prepares the capital and operating budgets for the cost center(s) and analyzes interdepartmental reports as they relate to the cost center(s). Achieves cost center projections through labor expense and administrative expense controls to support company financial objectives including management of revenue targets, marketing spending, and ROI. Develop a deep understanding of our client’s experiences and identify opportunities to improve the end-to-end customer experience and build customer loyalty. Complete in-depth, qualitative interviews with clients, prospective clients and lost clients to understand why customers are satisfied/dissatisfied and develop insights into customer wants and needs. Share customer feedback from interviews with leadership team through combination of summary reports and meetings. Supplement qualitative findings with others sources of customer information and synthesize the findings to tell a clear and compelling story about the customer experience. Partner with business leaders to create a customer-focused CX initiative roadmap and successfully manage and report on the execution of this plan. Leverage customer insights to ensure proper prioritization of work and allocation of resources across the business. Coordinate across functional areas to identify and connect all initiatives that impact a specific customer experience program. Lead journey mapping workshops with internal stakeholders to identify and align on the moments that matter to improve the experience. Define a customer experience quality framework in a consistent manner across the enterprise, creating and reporting metrics to measure CX success, including their use in regular reviews and decision making processes.

Bachelor's Degree in Business Management, Product Management, or equivalent experience Master's Degree in Business Management, Product Management, or equivalent experience 5 years of experience in Management. 7 years of experience in Strategy Consulting, Marketing, Research, or related customer-focused function.

In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $98,700.00 - $155,100.00 annually. Please keep in mind that this range is the base pay only and does not consider other components that make up the total rewards package for the position. If you are hired at Paychex, your overall compensation will be determined based on factors such as geographic location, skills, education, and/or experience which may result in total compensation outside of this range. Live the Paychex