Sr. Na Customer Experience Program Manager

Key Responsibilities

CX KPI Program Management

• Manage all aspects of the Customer Experience KPI program, coordinating across functions and business units to effectively report on and track progress against goals
• Develop a deep understanding of KPI methodology and rationale
• Coordinate Monthly CX Governance Meeting (Executive Level BMS) to report on CX KPI and CX progress
• Define strategy and approach to targeting setting and drive alignment across stakeholders
• Build and manage relationships with Customer Experience geographic and functional leads to streamline planning and communication on CX initiatives
• Design process improvements that help standardize and drive best practices across the organization
• Develop and maintain the process and governance around the use of CX tools
• Document process updates and content that help employees across the company understand how we’re capturing insights and measuring progress
• Align business goals with customer-focused culture and refine existing customer journey maps

CX Insights Program Management (VOC & VOE)

• Assist in the strategy development of Voice of the Customer and Voice of Employee programs in NA
• Collaborate with the wider organization to build a VOC strategy around customer-focused metrics
• Lead Customer Experience VOC program function, including measurement, governance, administration, reporting, analysis, insights and action
• Create surveys and other forms of customer listening, analyze and learn from data, and identify action plans based on trends and feedback
• In partnership with analytics and other cross functional teams, lead customer insights to increase internal customer centric thinking, tell the story through VOC data analysis and reporting, conduct root-cause analysis, and recommend key opportunities for improvement
• Deliver rigorous analysis of customer feedback, journeys and pain points using leading methodologies
• Link key VOC metrics to business performance (KPI) and develop strategic action items that drive business results
• Partner with the various business units that lead the customer journey stages to develop journey maps and understanding of the customer lifecycle, obtain commitments and build action plans for Customer Experience gaps or new design
• Continuously evaluate, enhance, and update data resources and listening posts together with analytics, IT and other cross-functional teams.
• Ensure operational excellence in maintaining the survey instruments and process, keeping reporting tools up to date, documented and acting as the primary point of contact

Basic Qualifications

• Bachelor’s Degree
• 12+ years total experience 
• 5+ years experience working on CX programs and initiatives

Preferred Qualifications

• Experience working with CX measurement systems and setting goals for team targets
• Understanding of CX loyalty metrics: NPS, Customer Effort Score, Customer Satisfaction
• Demonstrated proficiency in Microsoft Excel, Word, and Power Point
• Demonstrated ability to influence leaders and facilitate alignment and clear decision-making
• Experience developing and leading stakeholder and executive presentations
• Experience driving change management and organizational adoption initiatives
• Highly organized with strong project management skills and ability to prioritize
• Excellent written and verbal communicator that can report CX data to different audiences in an understandable manner
• Experience in the technology industry
• Experience working in a global organization
• CX certification (CCXP, Net Promoter System, FCXP, etc.)
• Current or previous user of Confirmit, Clarabridge, or similar CX/XM tools