Job Description
We are seeking a leader to drive our customer experience measurement and reporting strategy. This role will set the strategic framework, approach, and management of global Net Promoter, Customer Experience, and Loyalty score measurement and performance reporting.
Key Responsibilities:
* Develop a framework for regular cadence of actionable customer experience reports, enabling commercial and operations teams to take action at the account level and track our overall customer relationship.
* Create Customer Health Indices that clearly articulate critical priorities driving customer loyalty, outlining operations strengths and improvement opportunities with suggested action plans for each business unit.
* Lead the program strategy, evolution, and maturity roadmap, including survey design, timing, report standards, and closed-loop reporting to customers and enterprise reporting of impact and progress.
* Define requirements and prioritization of correlation and regression analysis with the Data Analytics team to ensure commercial and ops leaders have visibility of high-impact opportunities.
* Manage customer experience measurement vendors, tool selection, and support structures to drive required cadence of performance insights in synchronization with business requirements.
* Share best practice customer experience programs and opportunities based on improvement plans.
* Define statistical linkages between VOC and financial impacts and operational KPIs.
* Develop and implement best practice frameworks for actionable customer experience insights.
* Create Customer Health Indices to prioritize loyalty drivers and improvement opportunities.
* Drive a culture of customer experience across the organization through effective communication and training.
Requirements:
* Minimum 7 years of experience in Voice of Customer and Customer Experience Measurement.
* Proven ability to work effectively within a global matrix organization, navigating diverse teams and cultures to drive results. Experience in managing projects across multiple regions is highly desirable.
* Bachelor's degree required.
* Strong project management experience is essential, with a solid understanding of project management principles.
* Less than 10% travel.
Preferred Qualifications:
* Master's degree in the relevant field.
* Project Management and relevant certifications (e.g., Six Sigma).