Serve as the main contact for the LGEUS CX / VOC Program and manage the associated budget, resourcing and processes
Responsible for the LGEUS CX / VOC team and for the quality and output of the analysis conducted and the insights delivered
Oversee the development and execution of the CX /VOC Program vision, goals, and roadmap
Leverage data and customer feedback to drive improvements and innovation in customer digital experience, product offerings, order fulfillment, customer service and overall customer satisfaction
Work with the executive sponsor to develop and lead a cross-functional governance forum or steering committee to help define priorities, assign owners to improvement initiatives, and to provide resourcing and budget support
Engage key stakeholder groups and champions who can represent their respective areas on CX / VOC initiatives. Partner with them to understand their objectives, challenges, analytical and reporting needs, and their desired outcomes.
Manage the prioritization of insight requests across the various stakeholder groups / departments / business lines
Set enterprise-wide standards for customer feedback analysis and reporting based on best practices (prioritizing and managing data sources, metrics, models, analysis)
Oversee the enterprise-level analysis, insights and reporting and deliver the executive readouts to communicate key insights, prioritize improvements, and measure progress on a regular cadence
Translate data insights into compelling CX strategies and programs, advocating for their adoption across the organization.
Develop business cases and persuasive presentations to advocate for these strategies, securing buy-in from key stakeholders and leadership
Leverage innovative approaches to gather and analyze customer feedback
Manage the CXM vendor relationship and the process for user onboarding, enablement and the facilitation of best practices across the company
Manage the acquisition of data sources from an IT perspective
Drive adoption and expansion of key platform features by demoing and developing proof of concepts/pilots for key platform features while leveraging best practice
Capabilities/Qualifications
Bachelor's degree with 8+ years of experience in program management, consulting, and analytical roles with an emphasis on customer experience
5+ years' experience managing a team of employees
Has proven experience managing and administering CX/NPS programs, demonstrating a deep understanding of the methodology and its application
Experience with Qualtrics XM Discover (or similar VOC text analytics platform)
Track record of success in building relationships at multiple levels within an organization
Technically proficient in analytics, visualization, data processing workflows, and dashboards
Strong focus on qualitative and quantitative data analysis including text analytics, statistical techniques, general data analysis and trend analysis among others.
Analytical storyteller capable of interpreting data and helping to translate insights into action
Ability to collaborate with teams across a matrix organization while also being able to work independently and as a self-starter
Strong communication skills including written, analytical, presentation and verbal with the ability to effectively develop materials that are appropriate to the audience and evangelize key concepts and best practices
Passion for solving cross-functional challenges coupled with a commitment to customer experience and satisfaction
Ability to properly explain technical tasks to non-technical stakeholders