Customer Experience Program Manager

Responsibilities:

• Developing and implementing a strategy, plan, and KPIs for Customer Experience optimization across the customer lifecycle.  
• Survey Program: Manage the survey program to ensure all stakeholders within the organization are aligned on the why, who, when, and how these surveys will be used.  
• Customer Satisfaction Index: Manage the monthly review of leading and lagging indicators for customer segments and prepare executive-level presentations to inform internal stakeholders of trends and progress. 
• Customer Experience Blueprint: Develop a customer experience blueprint that includes onboarding, optimized engagement, and contract renewals for the purpose of ensuring consistent and repeatable workflows, identifying automation opportunities to ensure scale, and, RACI-enabled understanding of stakeholder roles in the lifecycle.  
• Customer Experience Program Management: Creating a framework for data analysis, prioritization, and action plan tracking, to ensure that customer priorities provided through this program are addressed, and that there is closed-loop communication back to customers.  

Requirements:

• 5 years of experience in customer experience operations or management  
• Strong data analytics, process, communications, and follow-through skills 
• Excellent presentation skills  
• Experience with interaction forecasting, capacity, and workforce management
• Strong analytical and data management and reporting skills