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. WHAT YOU WILL DO – ESSENTIAL RESPONSIBILITIES Strategic Research & Prioritization 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 Strategy Activation & Execution 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 Cross-Functional and Team Leadership 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 QUALIFICATIONS AND REQUIREMENTS 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 CANDIDATE CHARACTERISTICS 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 Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application. CarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation’s largest retailer of used cars, with over 200 locations nationwide. Our amazing team of more than 25,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community. We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For®.
