There are over 7 billion people on this planet. And by 2050, there will be 2 billion more... many moving into urban centers at an unprecedented rate. Making sure there is enough food, fiber and infrastructure for our rapidly growing world is what we're all about at John Deere. And it's why we're investing in our people and our technology like never before! Here the world's brightest minds are tackling the world's biggest challenges. If you believe one person can make the world a better place, we'll put you to work. RIGHT NOW.
John Deere is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to, among other things, race, religion, color, national origin, sex, age, sexual orientation, gender identity or expression, status as a protected veteran, or status as a qualified individual with disability.
Primary Location: United States (US) - Iowa -
Function: Marketing / Sales
Title: Customer Experience Manager - 110057
Onsite/Remote:Remote Position
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.
This position is eligible for remote work at the present time, if the slected candidate is located near a John Deere Facility, the requirement is to be onsite. The arrangement may be delayed for training or other job acclimation purposes and remains subject to change.
As Customer Experience (CX) Manager for John Deere Financial (JDF), you will lead a team of CX professionals to grow JDF’s global 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.
VISA sponsorship is NOT available for this position
- 5 or more 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.
- 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.
Ideally you will have a degree or equivalent related work experience in the following:
- Bachelor’s and/or Advanced degree in Business, Customer Experience, Marketing or a related field or equivalent work experience.
What You'll Get
At John Deere, you are empowered to create a career that will take you to where you want to go while working in an inclusive team environment. Here, you'll enjoy the freedom to explore new projects, the support to think outside the box and the advanced tools and technology that foster innovation and achievement. Additionally, we offer a comprehensive reward package to help you get started on your new career path, including:
- Flexible work arrangements
- Highly competitive base pay and performance bonuses
- Savings & Retirement benefits (401K and Defined Contribution)
- Healthcare benefits with a generous company contribution in the Health Savings Account
- Adoption assistance
- Employee Assistance Programs
- Tuition assistance
- Fitness subsidies and on-site gyms at specific Deere locations
- Charitable contribution match
- Employee Purchase Plan & numerous discount programs for personal use
$116,364.00 - $174,540.00 + Benefits
Follow this link to learn more about our Total Rewards Package https://bit.ly/3XCd8fL
The information contained herein is not intended to be an exhaustive list of all responsibilities 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.
The terms of the applicable benefit plans, and all company actions administering or interpreting these plans, continue to control. Deere & Company reserves the right to suspend, amend, modify, or terminate the Plan(s) in any manner at any time, including the right to modify or eliminate any cost-sharing between the company and participants. Changes, which can be made at any time, are made by action of the company's board of directors, or to the extent authorized by resolution of its board of directors, or by the Deere & Company Compensation Committee. In the event of a conflict between the language of the official Plan Documents and this document, the language of the official Plan Documents will control.
ACA Section 1557 Nondiscrimination Notice
The John Deere Health Benefit Plans for Salaried Employees and The John Deere Benefit Plan for Wage Employees comply with applicable Federal civil rights laws and do not discriminate on the basis of race, religion, color, national origin, sex, age, sexual orientation, gender identity or expression, status as a protected veteran, or status as a qualified individual with disability.
