Manager, Customer Experience Strategy

8116 - Midtown Office - 2220 W. Broad Street, Richmond, Virginia, 23220

CarMax, the way your career should be!
ABOUT THIS JOB

The Manager of Customer Experience Strategy supports CarMax's brand experience evolution by helping identify and implement improvements to the customer journey. This role contributes to initiatives that enhance brand engagement, customer satisfaction, and word-of-mouth advocacy (NPS). The Manager collaborates across teams to support the development and execution of customer-centric strategies that differentiate the CarMax brand.

This individual should have a solid understanding of consumer insights, brand strategy, and service design, and be comfortable working cross-functionally to support strategic initiatives.

• Lead and partner with insights to conduct research and analysis to assess CarMax's competitive brand position, uncover customer needs, and identify experience gaps
• Identify opportunities to enhance CarMax's customer experience in alignment with brand goals
• Collaborate with cross-functional teams to round out business cases for organizational prioritization
• Prepare presentations and materials to communicate experience opportunities to partners and stakeholders

• Assist in aligning teams around shared goals and objectives, guiding efforts with customer-centric frameworks and thinking
• Represent the voice of the customer and brand in cross-functional discussions, through visioning and initial planning/solutioning
• Track progress across multiple teams/departments and report on key milestones
• Support measurement and interpretation of customer experience impact

• Develop tools, reporting, and training materials to reinforce customer-centric practices for the organization
• Lead cross functional teams in the development of operational solutions to CX opportunities
• Mentor and support the development of a talented team of more junior insights analysts

• 4-6 years of relevant experience in customer experience strategy, brand strategy, consumer insights, or related fields
• Bachelor's degree required; strong academic performance preferred
• Strategic thinker with ability to collaborate across teams and influence outcomes
• Strong interpersonal skills and ability to build relationships across levels
• Self-starter with ability to work independently and manage multiple priorities
• Understanding of customer experience principles and their role in brand strategy
• Familiarity with consumer research methodologies and ability to apply insights
• Strong communication skills (verbal, written, and listening) to support cross-functional collaboration
• Analytical mindset with solid math and reasoning skills

• Insight-oriented - has a passion and knack for observing trends and identifying drivers through interpreting quantitative and qualitative research and analysis
• Consultative - can enter problem spaces with a manner and mindset that builds rapport, quickly pushes the thinking and builds alignment around a strategy
• Entrepreneurial - has a drive to seek out opportunities, organize plans around them and work across teams to encourage progress
• Story-teller - can translate insights and plans into a clear, concise, compelling narrative with takeaways that lead to understanding and action