Seven CX Jobs to Watch: Is There a Place for You in This Growing Field?

By Gibbons, Patrick | CRM Magazine, August 2013 | Go to article overview

Seven CX Jobs to Watch: Is There a Place for You in This Growing Field?


Gibbons, Patrick, CRM Magazine


THE ROLE of the customer experience (CX) professional is rapidly developing. Want proof? Here is a sampling of job titles from recent CX conferences I attended: director of customer advocacy, customer insights leader, customer experience analyst, chief customer officer, vice president of global customer experience, director of customer listening, and senior customer business analyst.

Perhaps what's most interesting is that very few of these titles existed five years ago.

Without a doubt, the role of the CX professional is becoming more common and more influential in today's corporate world.

So what does the future hold?

I was recently involved in a study released by Walker, called "Customers 2020." The study looks at the future of customer experience, and specifically focuses on emerging leadership roles.

Based on insights from more than 250 CX leaders, it's clear that the scope of their work will broaden in coming years. New skills will be sought to manage large amounts of customer information, and more departments will rely on customer intelligence. In smaller organizations, individuals will wear many hats, and in larger ones, individuals will specialize in particular roles and teams will emerge to support an infrastructure for customer-focused success.

EMERGING ROLES FOR CX PROFESSIONALS--WHERE DO YOU FIT?

Here are seven roles or areas likely to have great influence in your organization. Can you see yourself in one?

Chief Customer Champion. Are you an aspiring executive? Companies will seek more executives charged with creating a relentless focus on the customer throughout the organization. Though only 39 percent of respondents in the Customers 2020 study indicated they have a C-level executive in charge of customer experience, more than 80 percent expect to by 2020.

Customer Strategy Team. Maybe you see yourself on a team with other strategists. This team will consist of individuals from key customer experience areas--sales, account management, quality, support, product management, and other areas. You'll launch initiatives in your area to increase retention, improve customer perceptions, and anticipate customer demands.

Customer Intelligence Advocate. Perhaps you're a good communicator. …

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