TITLE: Customer Experience and Continuous Improvement Manager
LOCATION: Atlanta, GA
POSTION SUMMARY & KEY AREAS OF RESPONSIBILITY:
Specific Responsibilities: • Contribute to the customer experience, vision and strategy discussion through self-learnings and directed research • Manage the voice of the customer program from start to finish • Support and sometimes lead process improvement workshops or initiatives to address systemic customer challenges • Manage the expanding effort to collect customer insight from multiple sources • Analyze, package and share actionable customer feedback • Support efforts to build better success and performance metrics • Continue to advance CX Dashboard effectiveness to proactively mitigate unacceptable customer experience • Create customer experience communications, presentations and collateral • Implement annual global CX Day event • Educate and train the organization on effective customer experience disciplines
BASIC QUALIFICATIONS: • Bachelor’s Degree equivalent experience • 4+ years of customer experience and continuous improvement • Knowledgeable of the technology service business industry • Experience building trust and strategic relationships across different organizations, levels of management and customers • Demonstrates effective leadership through interpersonal skills, strong business partnerships and earning the right to influence • Effective communicator who enjoys public speaking to a large audience • Proven ability to be bring innovation, adjust tactics to keep the program fresh, and manage multiple initiatives
PREFERRED QUALIFICATIONS: • Experience building and managing a Net Promoter System (NPS) • Prior customer experience roles inside a corporate function or business unit; including offer management and/or client operations work experience • Sound understanding of the customer experience disciplines;
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