Manager North American Customer Experience Program

Description

The North American CX (Customer Experience) Manager will work with functional and cross functional teams to build and maintain customer behavioral models to analyze and report on key metrics in the models providing a deeper understanding of the VoC (Voice of Customer) through the Qualtrics platform, through new factors of influence to drive CI (Continuous Improvement). Leading analytical decision-making for key projects and researching new ways of modeling data proactively to unlock actionable customer insights & improve processes to drive Retention, Growth, CX, Operational and Financial metrics. Collaborating with internal teams to translate data and lead modeling results into tactical and strategic insights that are clear, complete, accurate, and relevant to enable speed and agility in the CX program. Expert level command of data science analytics methodologies with knowledge of survey enterprise platform experience. Championing Continuous Improvement, using Lean Six Sigma methodologies, opportunities to consistently improve the journey around processes, people, technology, and culture to be focused on the quality of customer experience at all levels.

Responsibilities

• Designs, builds, and maintains customer behavioral models to analyze and report on key metrics.
• Uses data analytics, data preparation and hypothesis testing to develop recommended actions and solution development.
• Leading analytical decision-making for key projects and researching new ways of modeling data proactively to unlock actionable customer insights to improve processes to drive Retention, Growth, CX, Operational and Financial metrics.
• Collaborating with internal teams to translate data and model results into tactical and strategic insights that are clear, complete, accurate, and relevant to enable speed and agility in the CX program.
• Influences functional and cross functional teams, using Lean or Six Sigma methodologies, to consistently improve across all interactions of the customer journey around processes, people, and technology, to be focused on the quality of customer experience at all levels.
• Uses customer behavioral models and VoC feedback to develop and directs implementation of the North American CX Program Manager's recommendations as well as ensuring standardized processes, problem solving, and governance are in place to drive sustainable results.
• VoC survey Management. Driving the execution and management of VoC feedback by coordinating roadmap, methodologies, and checkpoints across relevant key stakeholders to successfully manage Relational and Post Transactional survey listening posts across the entire organization, using survey best practice principles.
• Evaluating survey results (VoC Survey) develops, evaluates, and tests new strategies for driving customer value. Defines objectives, identifies, and evaluates trends, choosing strategic courses of action, while evaluating outcomes.

Education

• Equivalent to University Graduation with additional specialized courses up to one academic year - Additional course or courses in specialized area of occupation requiring University graduation, as a prerequisite or a four-year Honours program.
• Data Science and specialized training in computer science, mathematics in an industry where customer, transaction, operational and financial data are being combined to offer better service and products to clients and driving lean processes.

Experience

• 10+ years in a CX role providing analytical decision-making for key projects, improve processes, drive retention growth, CX and operational and financial metrics.
• Collaboration skills across various internal teams to translate data and model results in a clear, accurate, tactile, and strategic manner that is relevant to enable speed and agility in the CX program.
• Minimum 5 years experience in data mining and predictive modeling complex data problems.
• Working knowledge of linear and logistic regression, time-series analysis, bootstrapping, segmentation/ clustering, decision trees, StatsIQ Tool and association required. As well as experience in Qualtrics XM.
• 5+ years in Supervision or Leadership experience.
• Excellent presentation skills, written and verbal communication skills and organizational skills with a strategic mindset.
• 5-8 years of hand on knowledge of Statistical Software Systems: R, SAS, SPSS and Minitab.
• Proficient with Microsoft Office Suite, WebEx and Microsoft Teams with a robust knowledge of CRM and Customer Service software i.e. Nice InContact and Salesforce.