Manager, Customer Experience
Posted on: 14 Mar 2021
Deerfield, IL
Job Description
Job Summary:
Join a new and emerging customer experience function aimed at providing strategy towards best-in-class consumer experiences across our products and services. Responsible for supporting the Customer Experience senior leader and team. Contributes to and implements strategies that improve upon the customers end-to-end experience, encompassing all customer touch points and needs. Makes customer-led recommendations to meet and exceed Company, Division, and functional targets for Customer Experience through working with key stakeholders throughout the Company. Tracks integrated customer experiences and provides recommendations across online and offline channels, devices, and touchpoints.
Job Responsibilities:
* Contribues to and implements strategies that improve upon the customers end-to-end experience, encompassing all customer touch points.
* Evaluates existing data on customer service at all customer touch points and implements strategies that significantly improve upon the existing standards at all levels.
* Acts as a customer advocate and collaborates with partners across functional groups to execute customer experience strategies that will drive customer satisfaction and retention.
* Examines and evaluates a broad array of processes that impact the customer experience including, but not limited to: product customer feedback, brand customer feedback, product quality, sales and marketing processes, customer service experience and wait times, exchange policies, Information Technology enhancements, and many other aspects of the end-to-end experience.
* Defines and translates business goals into actionable roadmaps. Develops protocols to support improved or recommended strategies.
* Oversees the development of technical/business approaches and new or enhanced technical tools
* Serves as Customer Experience subject matter expert within cross-functional meetings. Proactively keeps informed and shares industry trends and new CX Methods.
An Equal Opportunity Employer, including disability/veterans
Walgreens (www.walgreens.com) is included in the Retail Pharmacy USA Division of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), a global leader in retail and wholesale pharmacy. As Americas most loved pharmacy, health and beauty company, Walgreens purpose is to champion the health and wellbeing of every community in America. Operating more than 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving approximately 8 million customers each day. Walgreens pharmacists play a critical role in the U.S. healthcare system by providing a wide range of pharmacy and healthcare services. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with platforms bringing together physical and digital, supported by the latest technology to deliver high-quality products and services in local communities nationwide.
Walgreens
Deerfield, IL
Walgreens Boots Alliance, Inc. operates as a pharmacy-led health and wellbeing company. It operates through three segments: Retail Pharmacy USA, Retail Pharmacy International, and Pharmaceutical Wholesale. The Retail Pharmacy USA segment sells prescription drugs and an assortment of retail products, including health, beauty, personal care, consumable, and general merchandise products through its retail drugstores and convenient care clinics. It also provides specialty pharmacy services and mail services; and manages in-store clinics. As of August 31, 2018, this segment operated 9,560 retail stores under the Walgreens and Duane Reade brands in the United States; and 7 specialty pharmacies, as well as approximately 400 in-store clinic locations.
The Retail Pharmacy International segment sells prescription drugs; and health, beauty, personal care, and other consumer products through its pharmacy-led health and beauty stores and optical practices, as well as through boots.com and an integrated mobile application. This segment operated 4,767 retail stores under the Boots, Benavides, and Ahumada in the United Kingdom, Thailand, Norway, the Republic of Ireland, the Netherlands, Mexico, and Chile; and 618 optical practices, including 167 on a franchise basis.
The Pharmaceutical Wholesale segment engages in the wholesale and distribution of specialty and generic pharmaceuticals, health and beauty products, and home healthcare supplies and equipment, as well as provides related services to pharmacies and other healthcare providers. This segment operates in the United Kingdom, Germany, France, Turkey, Spain, the Netherlands, Egypt, Norway, Romania, the Czech Republic, and Lithuania. The company has a strategic partnership with Microsoft Corporation. Walgreens Boots Alliance, Inc. was founded in 1901 and is based in Deerfield, Illinois.
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IndustryBiopharmaceuticals
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No. of Employees244,000
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Website
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Jobs Posted21943
