Job Summary: 

• Analyze, model, and report customer NPS data to stakeholders at every level
• Drive decision-making throughout the company by sharing actionable data and digestible feedback via high-visibility channels
• Partner across product, services, support, and business enablement teams to develop programs that bring critical customer insights to the forefront
• Facilitate consumption of pertinent customer feedback across key points of the customer journey
• Influence leadership to prioritize initiatives to improve the customer experience
• Leverage other sources of customer feedback to strengthen or supplement NPS insights
• Segment the user population according to usage patterns and look for opportunities to improve experience
• Leverage customer data and feedback trends to assist in development of KPIs that help increase customer value, retention, and cross-sell opportunities
• As-sess opportunities to broaden surveying strategy
• Assist in organizing voice-of-customer programming: listening sessions, customer visits, and feedback roundtables
• Bring new and creative ideas to the team to improve the customer experience

Skills on Resume: 

• NPS Analysis (Hard Skills)
• Data-Driven Decision Making (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Feedback Facilitation (Hard Skills)
• Leadership Influence (Soft Skills)
• Customer Segmentation (Hard Skills)
• KPI Development (Hard Skills)
• Creative Problem Solving (Soft Skills)

Job Summary: 

• Responsible for extracting and analyzing data from various data sources, drawing actionable insights to enable decision making
• Applying a mix of qualitative and quantitative analysis techniques produce insights that help the business improve the customer experience in person and on website/app
• Be comfortable in the web analytics ecosystem and draw on data from various web analytics tools such as Yardi, Resman, Deal Path, Power BI, One Page, CoStar, Apartments.com.
• Research and present findings to the Customer Experience Manager and and key decision makers ensuring deliver a clear message that the business can act upon
• Drive accountability across all business units (Development, Construction & Property Management) teams for consistent customer experiences
• Inspecting and measuring customer experience performance and taking relevant actions
• Discuss on-site tracking and reporting needs with CX Manager and PM Operations Team. 
• Create reports based on stakeholder requirements and automate processes wherever possible
• Liaise with the PM Operations team to ensure all customer issues are captured, analyzed, and triaged for action
• Provide weekly and monthly customer insight to the team
• Improve analytical tools/technologies to facilitate a world-class customer experience
• Identify, analyze, and recommend new 3rd party tools to integrate with the core architecture

Skills on Resume: 

• Data Extraction (Hard Skills)
• Data Analysis (Hard Skills)
• Web Analytics Proficiency (Hard Skills)
• Presentation Skills (Soft Skills)
• Accountability Management (Soft Skills)
• CX Performance Measurement (Hard Skills)
• Report Creation (Hard Skills)
• Technology Integration (Hard Skills)

Job Summary: 

• Creating impact in the organization by leading strategic efforts around customer research and analytics
• Applying extensive knowledge of experience strategy principles, customer research, robust data analytics, and customer experience modeling.
• Setting strategic guidelines and scoping analytical projects for the team
• Leading journey analytics efforts and helping data team develop customer experience data strategy.
• Integrating solicited and unsolicited/transactional client data
• Periodic and continuous customer feedback, operational data, digital and care/service data, client initiative feedback, and more.
• Leading and advising to drive understanding of the needs, behaviors, and desires of some of the world’s most sophisticated financial services institutions
• Partner closely with business partners, the VOC Program lead, and other CX team members to find opportunities to demonstrate insights across the organization.

Skills on Resume:

• Strategic Leadership (Soft Skills)
• Customer Research (Hard Skills)
• Data Analytics (Hard Skills)
• Project Scoping (Hard Skills)
• Data Integration (Hard Skills)
• Feedback Analysis (Hard Skills)
• Advisory Skills (Soft Skills)
• Cross-functional Collaboration (Soft Skills)

Job Summary: 

• Collaborate with all teams to design and develop improvements for the customer experience
• Select and schedule test and research participant
• Plan and facilitate user testing and research
• Analyze testing and research data, report results, and propose IA/design change
• Assist with defining and evolving standard protocol, tools, techniques, and documentation/reporting templates for testing
• Project tracking of CX Initiatives and assist in identifying data trends
• Analyzing CX data to assist the CX administrator in providing recommendations to stakeholders
• Innovating CX reporting to improve report utility
• Assist in turning data into a comprehendible and actionable 'story' for stakeholders
• Leverage technology (Excel, Medallia) to assist stakeholders (CX Action Teams and department heads) in comprehending and utilizing CX data to drive initiatives
• Propose Solutions to current issues on Property/Customer Level

Skills on Resume: 

• CX Design Collaboration (Hard Skills)
• Participant Selection (Hard Skills)
• User Testing Facilitation (Hard Skills)
• Data Analysis (Hard Skills)
• Standard Protocol Development (Hard Skills)
• Project Tracking (Hard Skills)
• CX Data Analysis (Hard Skills)
• Technology Utilization (Hard Skills)

Job Summary: 

• Monitor delivery of service to ensure providing an experience most important to customers.
• Execute quality monitoring activities for staff. 
• Properly document feedback in forms and provide coaching comments.
• Share agent feedback and partner with the supervisory team to provide agent coaching in an effort to improve agent service delivery.
• Participate in calibration sessions with peers and service providers to ensure quality monitoring evaluations are aligned across monitors (i.e. variance).
• Field customer inquiries via phone, email and chat on a regular basis to sustain product knowledge and customer service skills.
• Participate in a voice of customer survey program including conducting customer follow-ups.
• Participate in McGraw Hill training discussions to identify perceived gaps in training, communicate needs to close the gap, and participate in content creation
• Assist in managing data quality of files and spreadsheets
• Assist CX administrator in identifying areas of opportunity to improve CX based on available data

Skills on Resume: 

• Service Monitoring (Hard Skills)
• Quality Assurance (Hard Skills)
• Feedback Documentation (Hard Skills)
• Coaching Skills (Soft Skills)
• Calibration Management (Hard Skills)
• Customer Communication (Soft Skills)
• Survey Participation (Hard Skills)
• Data Management (Hard Skills)

Job Summary: 

• Undertake detailed customer journey mapping.
• Undertake detailed analysis and define solutions providing meaningful insight into the customer journey.
• Development of research-based surveys at varying points of the customer journey to generate overall customer satisfaction scores and NPS.
• Review and interrogate data on areas of feedback and seek to understand the cause and define solutions. 
• Apply and prioritize the improvement focus based on the risk and benefits identified. 
• Furnish the Customer Experience department, stakeholders with ad-hoc and defined standard reporting.
• Facilitate collaboration sessions with the business in order to agree and progress areas of improvement.
• Manage key stakeholder relationships to allow for solutions to be implemented.
• Maintain and track actions outstanding in order that progression of these does not stall.
• Monitoring customer, competitor, and market trends to influence change and drive actionable insights in the business. 
• Maintain and interrogate the Chubb Customer Insights Platform.

Skills on Resume:

• Customer Journey Mapping (Hard Skills)
• Data Analysis (Hard Skills)
• Survey Development (Hard Skills)
• Risk Assessment (Hard Skills)
• Reporting (Hard Skills)
• Facilitation Skills (Soft Skills)
• Stakeholder Management (Soft Skills)
• Trend Monitoring (Hard Skills)

Job Summary: 

• Manage and grow Brand’s enterprise-wide Customer Experience and Voice of the Customer (VoC) program. 
• Develops and tracks customer experience measures and metrics.
• Leverage data from Voice of Customer feedback platforms (OpinionLab, etc.) by identifying common trends/behaviors and develop an understanding of user needs and barriers
• Partners with the organization to develop business case value models.
• Develops customer surveys for the Voice of the Customer (VoC) Program and identifies customer experience improvement opportunities based on the results.
• Uses data and analytics to perform root-cause analysis and delivers process and service recommendations that will drive operational efficiency and improve experience.
• Participates with project teams for corporate customer experience related projects.
• Builds and manages the holistic view of the customer using customer intelligence from across the organization.
• Support and champion the customer’s point of view, as well as perceptions of experiences relative to goals, needs and expectations.
• Define and design surveys at key customer touchpoints.

Skills on Resume: 

• CX Program Management (Hard Skills)
• Metric Development (Hard Skills)
• Data Analysis (Hard Skills)
• Business Case Development (Hard Skills)
• Survey Design (Hard Skills)
• Root Cause Analysis (Hard Skills)
• Project Collaboration (Soft Skills)
• Customer Advocacy (Soft Skills)

Job Summary: 

• Supports Customer Experience department in meeting the strategic aim of growing and maintaining a customer experience program.
• Research and maintain an in-depth knowledge of existing business processes 
• Identify areas for potential process  
• Customer touchpoint improvement by analysing, mapping and enhancing the customer journey
• Work with all core business units, business lines and countries  
• Ensure issues are highlighted and remediated . 
• Produce reports, facilitate workshops and meetings with the business stakeholders and delegates  
• Producing reports and management action logs. 
• Support the head of complaints in preparing, producing and maintaining 
• Customer Experience results reports across all Lines of Business 

Skills on Resume: 

• Process Analysis (Hard Skills)
• Customer Journey Mapping (Hard Skills)
• Stakeholder Collaboration (Soft Skills)
• Issue Identification (Hard Skills)
• Reporting (Hard Skills)
• Workshop Facilitation (Soft Skills)
• Strategic Planning (Soft Skills)
• Knowledge Management (Hard Skills)

Job Summary: 

• Responsible for quantitative monitoring and analysis of all aspects of the customer post-sales experience.
• Model and report efficiency and productivity levels for all post-sales customer interactions and processes.
• Owns the development and maintenance of all regular Customer Base management reporting.
• Develop and analyze customer retention forecasting models as well as customer segmentation and usage analysis.
• Make data-driven recommendations for process improvement, resource allocation and budget for the CX team.
• Play a key role working with the other CX leaders to create and maintain a culture of data-driven continuous improvement throughout all CX teams and processes.
• Collaborate with the various GoSite Ops team members and system owners to plan, design, and execute systems enhancements to support CX measurement, monitoring, reporting and process change initiatives.
• Extracting and analyzing data from various data sources, drawing actionable insights to enable decision making to support customer care strategy
• Creating weekly/monthly/quarterly service dashboards that reflect service KPIs
• Applying a mixture of qualitative “voice of consumer” and quantitative analysis techniques to reflect customer care insights across the company.

Skills on Resume: 

• Data Analysis (Hard Skills)
• Reporting (Hard Skills)
• Customer Retention Modeling (Hard Skills)
• Process Improvement Recommendations (Hard Skills)
• Collaboration (Soft Skills)
• Strategic Planning (Soft Skills)
• Data-Driven Decision Making (Hard Skills)
• KPI Monitoring (Hard Skills)

Job Summary: 

• Provides advice, guidance and level support for the restoration of normal services with hardware and application problems as expertise permits using available tools and following procedures and policies for the handling of Incidents/request
• Provides IT support to callers in multiple locations such as homes, offices, and remote offices. 
• Support issues such as but not limited to VPN, Citrix, desktops, laptops, mobile devices, network resource access, MS Office suite, MS Windows
• Provide the absolute best customer experience daily
• Maintains ownership of Incidents/Requests, monitors open tickets and seeks resolution/completion
• Logs and filters various Service Requests for Global Information Services, Building Services and Plant Property Mgmt and Workspace Requirement group
• Account administration on various systems such as SAP, Domain, Empower, Labware Lims, etc
• Perform the duties of Problem coordinator on occasion to coordinate investigation into the root cause, identifying workarounds and following up for permanent resolution.
• Coordinating actions of others as necessary to assist with analysis and resolution actions for problems and known errors
• Utilizes advanced problem-solving techniques to identify/investigate root causes of issues, resolve directly, or determines courses of action

Skills on Resume: 

• Incident Management (Hard Skills)
• IT Support (Hard Skills)
• Technical Troubleshooting (Hard Skills)
• Customer Service (Soft Skills)
• Ticket Management (Hard Skills)
• Account Administration (Hard Skills)
• Problem Coordination (Hard Skills)
• Problem-Solving (Soft Skills)

Job Summary: 

• Formulate ideal customer journeys, recognizing pivotal touch points and identifying gaps
• Design a client satisfaction process and work closely with departments across the organization to successfully implement and monitor to verify effectiveness
• Assist leadership team in developing process improvement plans and/or training to correct customer service or quality deficiencies
• Track and report on customer goodwill and overall satisfaction through execution of customer surveys, project surveys, internal surveys, focus groups, etc.
• Create and maintain schedule of client surveys, whether email, phone, or other to ensure ideal frequency
• Assist in the development and execution of a client advisory board to support continuous improvement and innovation efforts across the organization
• Perform onsite visits to verify project progress and get direct feedback from customers
• Work with marketing, IT and inside sales teams to develop and implement a seamless technology experience (website, phone, client portal, etc.)
• Monitor the overall satisfaction of clients throughout the lifetime of the relationship
• Communicate with business development to follow up with clients whose business has declined

Skills on Resume:

• Customer Journey Mapping (Hard Skills)
• Process Design (Hard Skills)
• Interdepartmental Collaboration (Soft Skills)
• Satisfaction Tracking (Hard Skills)
• Survey Management (Hard Skills)
• Advisory Board Development (Hard Skills)
• Client Feedback Collection (Hard Skills)
• Cross-Functional Communication (Soft Skills)

Job Summary: 

• Recommend actionable KPIs to improve overall NPS and Customer Retention
• Manage day to day relationships with CX vendors, CX Dashboards, CX Survey
• Ensuring vendor deliverables are met
• Facilitate Ad hoc requests between field/Dealer and vendors
• Produce Field and Dealer communication of the CX and Signature Programs
• Deliver monthly and ad hoc Exec reporting
• Propose CX and Signature program enhancements 
• Contact top-performing dealers with field staff to document best practices
• Report out on top issues from the Voice of Customer
• Work with the CX(CR) Team, CX Field to assist in best practice dealer procedures
• Coordinate CEG meetings and content.
• Participate in field training content creation along with scheduling and coordination of meetings

Skills on Resume: 

• KPI Development (Hard Skills)
• Vendor Management (Hard Skills)
• Communication Skills (Soft Skills)
• Ad Hoc Reporting (Hard Skills)
• Program Enhancement (Hard Skills)
• Best Practices Documentation (Hard Skills)
• Meeting Coordination (Soft Skills)
• Training Content Development (Hard Skills)

Job Summary: 

• Develop and implement analysis and trends based on customer research efforts through surveys, employee feedback, and direct customer conversations.
• Drive and influence business decisions based on customer insights and data.
• Enable these decisions by combining data from multiple sources and compiling insights into an actionable format.
• Look for areas can improve the customer experience by analyzing data, identifying trends, and partnering with internal teams.
• Work cross-functionally to develop close-loop processes that drive action throughout F5
• Develop standardized reports to provide ongoing insight to marketing stakeholders, then work to ensure utilization and adoption of reporting by these stakeholders
• Advise stakeholder functions on data requirements necessary to perform desired analyses, participate in the development of process modifications needed to deliver required data
• Serve as CX insights analyst for customer insight gathering and the source of truth for customer feedback
• Help ensure that customer feedback and insights are disseminated and utilized to improve products, processes and interactions

Skills on Resume:

• Customer Research (Hard Skills)
• Data Analysis (Hard Skills)
• Insight Reporting (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Trend Identification (Hard Skills)
• Stakeholder Engagement (Soft Skills)
• Process Development (Hard Skills)
• Feedback Integration (Soft Skills)

Job Summary: 

• Tracking service KPIs and managing the forecasting and staffing model for the different contact centers.
• Communicating and delivering insights to internal stakeholders in public forums.
• Inspecting, measuring, and reporting on how new initiatives and processes impact the customer experience, KPIs across each service channel, and translate into business ROI.
• Liaising with service and marketing teams to ensure all consumer issues are captured, analyzed and triaged for action.
• Regularly join project meetings at various times throughout the customer journey to monitor quality and proactively identify potential issues
• Alert senior management of customer service, project management, or quality deficiencies
• Ensure customer experience strategies align with overall corporate goals and marketing strategy
• Work with internal teams to monitor process effectiveness and report key data
• Assist in the creation of clear and concise customer service policies and procedures
• Actively coordinate and participate in all field meetings

Skills on Resume: 

• KPI Tracking (Hard Skills)
• Forecasting (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Data Analysis (Hard Skills)
• Process Improvement (Hard Skills)
• Strategic Alignment (Soft Skills)
• Policy Development (Hard Skills)
• Team Coordination (Soft Skills)

Job Summary: 

• Work cross functionally with internal and external customers at all levels of the organization
• Communicate with customers and sales on a routine basis and respond to customer/sales issues/inquiries in a timely manner
• Monitor orders for any extreme spikes and/or other concerns and escalate as appropriate
• Deliver Monthly Reports to best connect with and understand assigned customer service/performance
• Monitor orders to ensure timely shipping and accurate execution
• Assist in managing and monitoring customer Key Performance Indicators (KPIs), including executing service improvement plans for KPIs below target
• Implement activities needed to achieve sales plan through program execution with collaboration of sales, supply chain, and the customer
• Audit and load customer contract pricing in SAP.
• Execute the NPA process with customers.
• Execute customer programs from PO to Delivery.
• Review customer deductions & fines/fees for validity and provide back-up/data to finance 

Skills on Resume:

• Cross-Functional Collaboration (Soft Skills)
• Customer Communication (Soft Skills)
• Order Monitoring (Hard Skills)
• Report Generation (Hard Skills)
• KPI Management (Hard Skills)
• SAP Proficiency (Hard Skills)
• Program Implementation (Hard Skills)
• Issue Resolution (Soft Skills)

Job Summary: 

• Responsible for daily, weekly and monthly reporting on overall Customer Service and Telesales performance and customer experience across all touchpoints.
• Responsible for reviewing, improving and amending as appropriate the quality and clarity of data collection and reporting from internal systems such as Zendesk and Metabase
• Manipulate and combine data from different sources to give a clear view of what is driving certain contacts
• Gather customer insight through call listening and reviewing satisfaction surveys
• Identify, quantify and prioritise, through root cause analysis, the key issues that increase cost to serve and reduce customer satisfaction within Customer Service and across all customer touchpoints.
• Work closely and support the Head of Customer Experience and Head of Customer Service and other departments to drive continuous improvement in operational efficiencies and customer experience.
• Suggest improvements to the customer journey for potential, new and existing customers and the associated handling, be that during visits, written and verbal communications and digital interactions.
• Quantify and report on benefits and improvements delivered.
• Retain, update and report on the central index of all CX improvement activity against all issues.
• Present findings on top contact drivers and root cause of issues to key stakeholders including C-Board.

Skills on Resume: 

• Data Analysis (Hard Skills)
• Performance Reporting (Hard Skills)
• Quality Assurance (Hard Skills)
• Customer Insights Gathering (Hard Skills)
• Root Cause Analysis (Hard Skills)
• Stakeholder Engagement (Soft Skills)
• Continuous Improvement (Soft Skills)
• Strategic Communication (Soft Skills)