Manager, CX Design & Insights in Huntersville, NC at American Tire Distributors

Date Posted: 6/9/2022

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Job Description

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Are you looking for an opportunity to turn your ambition and your people skills into a rewarding career with an industry leader? Join our team at American Tire Distributors! As the nation's premier tire distributor, ATD’s coast-to-coast distribution network provides approximately 80,000 customers across the U.S. and Canada with rapid and frequent delivery of high quality tires, custom wheels and shop supplies. 

Position Description: 

The Manager of CX Design & Insights is responsible for creating a positive experience for the customer, ultimately leading to long-term customer satisfaction and loyalty using CX service design, research and insight gathering. To achieve this, this role needs to understand and support ATD’s business goals and initiatives, while helping to champion customer experience with curiosity, empathy, and innovative thinking. As a part of the larger CX team, this role is a part of the service design team and will be a chief advocate for the customer by purposefully designing improved customer experiences across the organization. This position is a service designer with strong research skills.
Location: Huntersville, NC (Charlotte) preferred
Reports to: Sr Director of CX Design

Primary roles:

  • Integrate the human perspective into all the steps for the problem-solving and design process.  This role will also guide stakeholders in solution development from ideation to prototyping through implementation while incorporating customer feedback to measure success of solutions.
  • Capable of running insights and research studies using both qualitative and quantitative methodologies, including survey development, in-depth interviews and report generation.
  • Advocate for design thinking, helping drive adoption in the company. Demonstrate strong skills in design thinking methodologies with practical experience in teaching these to the team while engaging in project activities.  Capable of performing these activities virtually and in person.
  • Identify, analyze, and improve existing business processes to optimize performance to improve quality and the user experience for customers and team members.
  • Ability to communicate the initiative and product to others (Business Partners) through customer journeys, storyboards, and other materials.
  • Strength in using storytelling to share discoveries, influence business partners and create energy around an idea or an initiative.
  • Engage with peer cross-functional teams and leverage industry insights and technical expertise to improve customer processes and interfaces, and with limited oversight. 
  • Work across many channels including digital, contact center and distribution centers, with the ability to manage cross-functional projects and teams without direct reporting relationships
  • Analyze customer feedback, behavior, operational data, and company financials to determine opportunities where CX can make a difference
  • Support creation of KPIs and OKRs to track progress and success of projects from a customer perspective

Need to have to be successful:

  • 8-10 years of experience in a related field.
  • Bachelor’s degree with additional certifications in Design Thinking or market research
  • Have a well-developed ability to share your design knowledge while maintaining an upbeat pace and a positive mindset
  • Strong communication skills and rapport building
  • Well-developed research and design project management skills, including communications to cross-functional teams
  • Familiarity with customer journey/empathy mapping
  • Strong insights toolkit with the ability to manage research studies independently
  • Ability to analyze data and use it to drive conversations and objectives.

Nice to Have:

  • B2B experience in the automotive and/or distribution industries
  • Experience working with a sales-focused culture
  • Ability to turn data into digestible insights, engaging audiences beyond facts and numbers
  • Comfort with change, and are an energetic self-starter

Build a challenging and rewarding career with us!

American Tire Distributors is an Equal Opportunity Employer and Drug Free Workplace

Shift Type:
Job ID: R18671