Product Management
MiX North America

Customer Experience Lead

Ref: 97| Posted: 11th Oct 2021

Customer Experience Lead

Departmental goals:

Identifying opportunities, both global and regional, to achieve subscription and revenue growth by delivering new value coupled with an industry-leading customer experience to attract new customers while driving increased product adoption for existing customers

This position is part of a team that relies on a high level of collaboration both internally within the team, the wider MiX Group, with customers and other organisations.

Departmental Challenges:

  • Evolving our customer-centric culture to be more focused on delivering a great customer experience
  • Growing a product-led GTM strategy with existing sales-led GTM strategy
  • Regional focus on specific verticals
  • Large geographic regions requiring in-depth market analysis
  • Sharing and exploiting knowledge for maximum growth impact

What are the unique selling points? (Why would someone want to move to MiX for this position?)

Opportunity to create a CX capability from scratch (as part of a new product management team) which will be key to our long-term competitive advantage

  • Exposure to global markets and customers
  • Successful cash generating business
  • Customer diversity through global geographical and vertical reach
  • Work with advanced and up-to-date technologies
  • High level of talent among peers

Travel Required / how much / where?

  • Required, reasonably frequent & global, to get in front of customers

Location/Position:

  • Anywhere in Europe, UK, US West Coast and US Central/Mountain states/time zones

Career development for the role?

  • Exposure to new technologies and approaches to delivering a superior customer experience

Experience / Education Essential

  1. Relevant degree/qualification
  2. Experience with software/service design e.g. UX/UI
  3. Experience in software development and customer implementations
  4. Experience with customer-facing interactions
  5. Experience in building a CX capability and design-thinking culture

Nice to have:

  1. Experience with SaaS products/services
  2. Experience with enterprise software applications

CX domain:

  1. Design thinking/service design practitioner
  2. Customer journey analysis & design
  3. Software design/implementation for customer experience optimisation
  4. Value proposition design
  5. Experience with CX enabling customer success
  6. Experience with service design of Fulfil, Assure and Billing processes and technology implementations

What are the main key responsibilities for the position?

  • Working as part of a multi-disciplined customer-centric and technology-centric product team to design and deliver a superior value proposition coupled with a superior customer experience to drive subscription and revenue growth
  • Ensure customers achieve desired outcomes from the solutions/features we offer
  • Being a thought leader and the custodian of our CX methodologies and champion for introducing a design-thinking culture
  • Working with external CX practitioner partners to augment our internal capabilities when needed
  • Working with Product Owners and Product Specialists, as the key interfaces to development teams, to achieve desired product/service outcomes for MiX and our customers
  • Understanding the latest advances in relevant methodologies and technologies and how these can be applied to the benefit of MiX and our customers
  • Helping bring our product platform experience and business systems/service delivery platforms together into a holistic customer experience while helping reduce our service delivery cost through simplification and alignment to designed customer experiences

What key competencies are needed?

  1. Design thinking/service design practitioner
  2. Customer journey analysis & design
  3. Value proposition design – how customers will achieve value
  4. Software design and specification for customer experience optimisation
  5. Software UI design and specification
  6. SaaS-centric UX design and specification – onboarding, training, feature promotion/adoption, support experience

What are the 3 key challenges for this role for the next 12 to 18 months?

  • Developing an effective, collaborative, multi-disciplined distributed product management capability
  • Getting in front of customers and seeing the big picture
  • Achieving a frictionless interaction with Product Owners & Product Specialists for product development

 

  • For the CX capability:
    1. Developing a vision
    2. Developing thought processes and providing shape to the problem domain
    3. Adapting design methodologies to our environment
    4. Achieving seamless integration of the design methodologies within the team and to product development
    5. Keeping current with advances in the CX domain

Who we are?

 

At MiX Telematics, we create technology. You would be joining a global SaaS company pioneering cloud-based technology that’s impacting the world of telematics and data. MiX Telematics consistently strives to innovate and is recognized as a global leader doing just that, enabling an environment where our people can push the boundaries and grow within a collaborative, boundaryless team. We seek talented, passionate technologists who aren’t afraid to challenge, learn and strive for excellence.

MiX Telematics is where some of the world’s smartest, most passionate and dedicated people create the world’s most innovative products

We strive to be the very best at what we do. We believe in a healthy work-life balance and we believe in each other, supporting one another, working collaboratively towards a common goal

At MiX we aspire to create an environment where we celebrate wins for each other and ultimately for the Company

We offer our teams Flexible working according to our policy, in some cases full remote working in line with the operational requirements is possible. We trust our team members to get the work done

We offer above-market salaries because our team members are unique and deserve to be recognized as such

A high degree of collaboration and autonomy while working with a group of diverse peers, and access of cutting-edge technologies

Whatever hardware you require to make the magic happen

100% guarantee no TPS reports!

Our products and services provide enterprise and small fleets, with solutions for efficiency, safety, compliance, and security to over 750,000 global subscribers. MiX Telematics was founded in 1996 and has offices in South Africa, the United Kingdom, the United States, Uganda, Brazil, Mexico, Australia, and the United Arab Emirates as well as a network of more than 130 fleet partners worldwide.

Sound good?

Apply NOW, we look forward to hearing from you.