Customer Experience (CX) Manager

at  Navistar Inc

Position Overview:
Navistar is leading the charge in the most significant transformation of the commercial vehicle industry in a century. We are not just building trucks, buses, and engines—we are redefining transportation. Our bold digital transformation is setting the stage for a new era of complete and sustainable transport solutions.
As we embark on this journey, we are seeking an experienced Customer Experience (CX) Manager to guide and oversee our user-centered digital development. This role will be pivotal in shaping and enhancing the overall digital experience for our customers, ensuring that every touchpoint aligns with our vision of a connected and innovative future.
This hybrid position will be based in our Lisle, Illinois Headquarters and will report to the VP of Digital Solutions.

• Be instrumental part of driving digital transformation strategy
• Lead User Research: Direct and oversee comprehensive research initiatives to uncover user needs, pain points, and journeys. This includes customer journey mapping, user interviews, and leveraging customer data to inform design decisions.
• Coach, guide and Lead team of CX/UX designers.
• Strategic Design Oversight: Guide the creation of intuitive and visually appealing UI/UX solutions across all digital platforms (web, mobile apps, etc.). Ensure that design solutions are not only innovative but also align with business objectives and user needs.
• Prototype Development: Supervise the development of interactive prototypes to test design concepts. Gather and analyze feedback to refine solutions and ensure they meet user expectations.
• Cross-Functional Collaboration: Collaborate with business, development, and design teams to ensure design feasibility and alignment with broader business and product goals. Act as a bridge between different teams to drive cohesive and user-centered design solutions.
• Content Integration: Work closely with content teams to ensure that all content across digital touchpoints supports the CX strategy and enhances the overall user experience.
• Trend Analysis and Adaptation: Stay abreast of emerging CX trends and technologies. Utilize this knowledge to continually adapt and improve user experience strategies and implementations.
• Performance Monitoring: Oversee the monitoring of design solution performance using analytics. Make data-driven decisions to iterate and optimize the user experience continually