At John Deere, we run so life can leap forward. This powerful purpose is our promise to humankind that we will dream, design, and deliver breakthrough products that sustain our world for generations to come. The world is counting on us to feed billions of people and build vital infrastructures in villages, towns and megacities. And we live up to the legacy our founder forged in a one-room blacksmith's shop nearly two centuries ago by creating a culture that brings out the best in all of us. A culture where great ideas thrive because every voice is heard.
Title: Customer Experience Manager - 109877
Primary Location: Canada (CA) - Off-Site -
Function: Marketing / Sales
Onsite/Remote: Remote Position
*Please note to be eligible for a referral bonus, you will need to follow the referral bonus process.*
Candidates applying for this position must be legally eligible to work in Canada.
This position is being posted in multiple global locations. The most qualified candidate will be selected based on the candidate's background, experience, and proficiency.
Your Responsibilities
As Customer Experience (CX) Manager for John Deere Financial (JDF), you will lead a team of CX professionals to grow JDF's CX maturity in support of improved customer and business outcomes. You will establish a vision, strategy, and roadmap for the CX team to enable exceptional customer experiences in alignment with JDF's strategy and business priorities. You will guide the growth of CX capabilities to create an integrated understanding of the customer experience across touchpoints, channels, and JDF products and services. You will influence leaders and collaborate with teams throughout the organization to leverage CX insights to help prioritize and address customer pain points and drive strategic enhancements to the customer experience. In addition, you will:
- Oversee the global CX function and provide leadership to the CX team to help advance the CX practice. Enable, coach, and develop CX team members.
- Lead the development and execution of a comprehensive CX vision, strategy, and roadmap to grow JDF's CX maturity and enable an exceptional customer experience. Influence and advocate as appropriate to ensure top customer needs are addressed.
- Lead the growth of CX capabilities including voice of the customer, journey mapping, CX measurement, and customer research to influence changes that enhance the overall journey experience.
- Determine key customer success metrics and collaborate with business partners and product teams to implement and measure customer results.
- Collaborate with business partners and products teams to embed CX practices and insights into decisions that support the effective execution of JDF's strategy and business priorities.
- Communicate CX results to leadership and support employee education to improve customer understanding and centricity.
- Lead the effective utilization of CX technology, including close partnership with the CX analytics team, to advance CX efficiency, insights and maturity.
- Provide CX leadership on strategic and transformation initiatives ensuring customer insights drive decisions.
- Collaborate with business partners across John Deere Financial and the broader John Deere enterprise to ensure the JDF customer experience is considered holistically.
What Skills You Need
- 5+ years of progressive experience working in Customer Experience or a related field, such as product development, that leverages customer insights to drive decisions.
- Experience managing high-performing teams with strong leadership and coaching skills and the vision and passion to inspire others.
- Strategic thinking and data-driven mindset paired with strong storytelling, communication, and influencing without authority.
- Proven track record leading positive change and business transformation in a complex environment.
- Strong problem-solving skills and ability to lead through ambiguity.
- Ability to build strong relationships and collaborate across functions and organizational levels. Negotiates well for mutually beneficial outcomes and able to resolves conflict.
- Exceptional written and verbal communication skills, with the ability to articulate complex ideas and strategies to both team members and stakeholders.
What Makes You Stand Out
- Experience leading a Customer Experience team across a complex, global organization.
- CX training and/or certifications.
- Experience with CX data and analytics to measure performance, develop insights, and drive decisions.
- Understands AI capabilities, including generative AI, for application in the CX practice.
- Understands and can teach CX methods and tools (e.g. voice of the customer, closed-loop systems, journey mapping, customer research, survey design, etc.).
- Understands customer needs, industry trends, and emerging technologies related to financial services.
- Experience with personalization initiatives including customer journey orchestration.
- Experience driving discovery and product development activities to identify, prioritize, and deploy customer experience improvements.
Education
- Bachelor's and/or Advanced degree in Business, Customer Experience, Marketing or a related field (or equivalent work experience).
In accordance with the John Deere Accommodation Policy, reasonable accommodation of any of these qualifications may be considered. An equal opportunity employer, John Deere requires a diversity of people, perspectives and ideas to address the complex challenges of its global business.
This position will be posted for a minimum of 7 business days and unposted when a qualified pool of candidates is achieved.
The information contained herein is not intended to be an exhaustive list of all responsibilities, duties and qualifications required of individuals performing the job. The qualifications detailed in this job description are not considered the minimum requirements necessary to perform the job, but rather as guidelines.
