Customer Experience Manager (Unresearched)

[cwoods333]

We are looking for a Customer Experience Manager who can perform the following duties.

Duties & Responsibilities:
Primary business owner for all customer survey administration to include:
Partner directly with clients and client teams on survey creation, ongoing maintenance, and reporting requirements
Partner with survey vendor on creation, deployment and ongoing maintenance for all active surveys
Evaluate alternate survey methods to drive cost efficiencies from the survey process
Reporting of voice of the customer data
Aggregate monthly voice of the customer data
Compile data from the survey process upon request from client teams
Highlight trends and draw conclusions from the data that can be shared with key business partners for process improvement
Be able to cull areas of opportunity and identify projects to improve the customer experience by looking at customer data at various touch points of the customer life cycle
Use a variety of tools / customer interaction data to gather, measure, analyze, and report on business results and develop innovative approaches to drive new insight from the data
Lead projects that would increase visibility and use of the survey results within our organization
Create and maintain a feedback loop process for all callback scenarios that result from surveys
Other duties as assigned

Requirements:
Understanding of the NEW business including call center operations and a basic understanding of the supply chain organization.
Working knowledge of SMART / PEGA
An aptitude to learn the key drivers of the business and help evolve improvement in the customer experience by learning from customer / employee feedback in the field
Strong math and analytical skills
Good verbal and written communication skills
Strong computer skills including Excel spreadsheet, including some advance formula development
Ability to interact with multiple departments and executive staff
Must be extremely detail oriented with exceptional organizational skills
Function as a true "self-starter" who can work independently and accommodate many requests from operational partners
Some direct customer care (i.e. agent) experience would be a plus

How To Apply:
If you are interested in this opportunity, please visit https://newasurion.taleo.net/careers....ftl?job=86240

Good Luck!!!

Carlene