Customer Experience Program Development & Platforms Manager - Morristown

Employment Type

: Full-Time

Industry

: Non-Executive Management



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Mobility is the goal

Develop new data-driven Customer Experience Programs that reduce detractor scores &increase promoter base to accelerate referrals and increase loyalty. Includes aggregating Voice of Customer Feedback and using insights to drive new strategies and initiatives that enables Customer Experience to be a competitive differentiator. Entails managing survey team to ensure quality and volume goals are achieved, as well as launching new Customer Experience platform to better measure and automate close the loop process. Work closely with Program Execution & Field Champions to deliver Customer Experience monthly results, drive employee engagement & training for pilot programs and full launches.

Lead Customer Experience Program Development, solving customer pain points & championing CX into culture in partnership withcross teams. Program Examples include:

o Customer Onboarding

o Promoter Protection i.e. Loyalty program

o Promoter Activation i.e. Referral Program

o Passives to Promoters Migration Initiatives

o Customer Experience Intranet Site Success Stories & Best Practices

Top 20 and Segmentation initiatives

Oversee Customer Survey Process & Team efficiency

  • Manage new survey launches, analysis & reporting
  • Ensure survey quality & defined response rate targets achieved across all touch points.
  • Survey Team Recognition Program
  • Lead Customer Experience Proof of Concepts & Full launches in partnership with IT. Examples:

  • VOC Measurement & Case Management Platform w/ sentiment, text analytics
  • Existing Program Expansions
  • Customer Experience Reporting Automation (manage monthly Customer Experience reporting until migrated to self serve electronic format)
  • Mobility needs you

  • Customer Experience Certification- NPS (is a plus, not required)
  • MBA(is a plus, not required)
  • Business Analytics
  • Advanced knowledge of PowerPoint & Excel a bonus
  • FUNCTIONAL/TECHNICAL EXPERTISE

    # YEARS

    MIN

    1.Research & Voice of Customer (VOC) Programs

    3

    2. Ability to translate business needs to technical teams (i.e.IT) + Relationship management.

    3

    3. Strong Relationship management (internal) and Vendors / agency partners

    3

    4. Program development expertise leveraging structured (i.e. survey) and unstructured data (i.e. social media). Ability to translate results into actions!

    5

    5. Measuring customer experience (i.e. NPS, Customer Satisfaction) and Platforms (Qualtrics, SAP +)

    3


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