Full-Time CX Program Manager

CX Reporting Programs & Insights

Lead the annual Net Promoter Score (NPS) Program for North America across all Departments.

Set the NPS strategy and lead the region to complete the annual survey from Account/Contact selection through survey launch, and action planning, working with BU leads and the Global CX team.

Build transactional surveys in CX Platforms

Report to business on survey performance: response rates, completion times, abandon rates

Conduct statistical analyses to identify drivers and opportunity areas related to NPS and CSAT

Integrate customer feedback and satisfaction data with operational data from a variety of sources to create impactful dashboards, reports, and analysis

Create insight-driven alerts, reports, presentations, and dashboards to provide easy access to customer feedback across the organization

Summarize important reporting methodology and findings to partners and team-members.

Ensuring on going data integrity - CRM, Tableau, and other systems are accurate and up to date

Requirements:

• 3+ years of experience in the field of Voice of Customer, customer insights, customer experience, or related field
• Familiarity with customer data platforms
• 3+ years of experience integrating customer satisfaction data with operational data from a variety of sources, including Salesforce
• Demonstrated history of creating impactful dashboards, reports, and analysis
• Must have a working knowledge of Salesforce, Sales Insight and CX Platforms
• Advanced Excel skills (can perform complex functions) and examples of reporting
• Comfortable using Business Intelligence tools like Tableau, PowerBI to retrieve data and build well-designed visualizations and dashboards
• Familiarity with survey platforms and can launch surveys and analyze results
• Demonstrated experience transforming raw data into applicable information

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