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Company Name NCR
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TITLE:  Customer Experience Leader

LOCATION:  Atlanta, GA

 

POSTION SUMMARY & KEY AREAS OF RESPONSIBILITY:

 

The Customer Experience Leader is a new role to expand the capabilities of the Telecom and Technology Division’s customer experience program. 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. Our successful customer experience leader provides 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 in the delivery of a superior end to end customer journey. 

 

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 customer 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 management related experience

     

    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;

  • Customer-Centric Culture
  • Voice of the Customer, Customer Insight, and Understanding
  • Organizational Adoption and Accountability
  • Customer Experience Strategy
  • Experience Design, Improvement, and Innovation
  • 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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