MINIMUM QUALIFICATIONS

• 4+ years of experience in Customer Experience or Voice-of-Customer program/project management, customer success, or related roles
• Proven experience of working independently and proactively, implementing Customer Experience projects and supporting internal and external stakeholders
• Experience managing multiple projects, including a demonstrated understanding of project management methodologies and tools
• Proficiency in Customer Experience Management platforms (e.g., Medallia, Qualtrics)
• Demonstrated experience in designing and implementing customer feedback solutions, including VoC/CX surveys
• In-depth understanding of CX and VoC best practices and key metrics (e.g., NPS, CSAT, CES)
• Experience in building and conducting journey maps

PREFERRED QUALIFICATIONS

• Degree in Management, Business, Marketing, Economics, or a related field of study
• Experience working with Medallia solutions
• Experience working in a global CX team focused on the entire customer journey
• Project management experience or certification
• Customer experience management certifications
  For those who live in or expect to work from California if hired for this position.

• Define implementation strategies and collaborate with cross-functional teams to ensure timely and successful launch of projects
• Track the progress of the projects and coordinate the efforts across the teams, while coordinating with stakeholders to ensure project deliverables meet their needs and expectations
• Drive key strategic efforts in collecting customer feedback, deriving customer understanding, and enabling close-the-loop actions through Voice-of-Customer (VoC) surveys and other solutions
• Leverage technical expertise to define the technical program or platform strategy, and build a plan with technical dependencies
• Collaborate with cross-functional teams to design and implement CX initiatives, including process improvements, technology enhancements, and enabling data foundations
• Translate complex technical details into simple-to-understand communications and Business Requirement Documents (BRDs)
• Develop surveys and research initiatives for new listening touchpoints and improve existing survey programs to inform business decisions
• Develop journey maps to visualize the customer experience and identify pain points and opportunities