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Company Name NCR
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TITLE:  Customer Experience and Continuous Improvement Manager

LOCATION:  Atlanta, GA

 

POSTION SUMMARY & KEY AREAS OF RESPONSIBILITY:

 

This is a new role in Telecom and Technology and is intended to expand the capabilities of the Telecom and Technology Division’s customer experience program and continuous improvement efforts. The opportunity is ideal for an individual who is highly passionate about customer experience work, eager to learn, self-directed, curious and willing to work hard. The senior manager’s mission is primarily focused on managing the day to day activities of the customer experience program; but also provides a lot of opportunity to influence the strategy and vision. The customer experience program’s basic elements focus on cultural development, accountability, performance management systems, employee recognition, customer communications, customer intelligence, and continuous process improvement. The program seeks to deliver on the Telecom and Technology brand promise, create a differentiated world-class experience, enhance the value of our services, secure the customer relationship and contribute topline revenue growth. Successful customer advocacy leaders provide the leadership, passion and vision that drives continual and relentless focus on the end to end customer experience, prioritizes initiatives to optimize resources and effectiveness, timely execution and accountability across the organization’s in the delivery of a superior end to end customer journey.  The position will be supported by Customer Experience Director.

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;

o Customer-Centric Culture
  • o Voice of the Customer, Customer Insight, and Understanding
  • o Organizational Adoption and Accountability
  • o Customer Experience Strategy
  • o Experience Design, Improvement, and Innovation
  • o Metrics, Measurement, and ROI
Experience starting a new customer experience program for a global technology service company
Work in a fast-paced, global business environment  
Qualtrics Certification
Lean training and/or Six Sigma Green Belt certification
MBA and CCXP is preferred

Division Telecom and Technology
Internal Reference Code/Reference No. R0077122
Location Name United States
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