Responsibilities:
- Drive action and execution; coordinate all customer data collections efforts
- Work closely with sales to conduct on site customer interviews and capture valuable VOS (Voice of Sales) data
- Create Voice of Customer (VOC) interviews, guides, survey questions and feedback forums to effectively capture insights
- Work with customer experience champion to devise the customer experience strategy, engaging stakeholders and influencers in the process
- Monitor and adjust the customer feedback system to ensure sustainability and longevity of the process
- Study, analyze and report on customer feedback relative to experience, products, services and innovation
- Consult with and advise management on customer trend data
- Focus on the customer and market; analyze quantitative and qualitative data from various customer feedback methods (e.g., surveys, interviews, scorecards and complaints) to identify trends in customer pain points and potential root causes
- Participate in the creation and implementation of a new VOC system that coalesces, structures and communicates customer data to various functions and levels of the organization in a meaningful and productive manner
- Explore and recommend what other data should be tracked in order to establish actionable Customer Experience metrics that represent what matters most to our customers
- Develop a series of reports containing customer insights, including findings and recommendations which trigger the need for new processes or incubate programs that drive customer loyalty and retention
Behavioral Requirements:
- Excellent organizational and people skills with an ability to clearly convey information to team members in a concise manner
- Strong interpersonal skills with the ability to interface with a diverse population, multiple level of an organization and various business functions
- Proactive self-starter who goes beyond specific job responsibilities to ensure goals are achieved or exceeded
- Strong critical thinking and analytical skills; ability to solve complex problems, prioritize issues, and implement sensible solutions
- Ability to effectively determine unmet needs through questions and active listening
- Excellent organizational, planning, and project management skills
- Self-directed, positive and ethical role model with professional credibility, accountability, and the ability to thrive under pressure
Basic Qualifications:
- Bachelor’s Degree in Information Technology or related field, or equivalent combination of education and experience
- 3-5 years of business experience with 1-2 years’ work experience in the Customer Experience field, including CX research, program design, measurements and journey mapping
The information contained within this job description overview is not intended to be all-inclusive. Nothing in this job description restricts management or the company’s ability to assign or reassign duties and/or responsibilities to or from this role at any time. This document is subject to change with or without notice.
