CX Program Manager
CX Program Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
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 insightdriven alerts reports presentations and dashboards to provide easy access to customer feedback across the organization
- Summarize important reporting methodology and findings to partners and teammembers.
- Ensuring on going data integrity CRM Tableau and other systems are accurate and up to date
Qualifications :
- 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 welldesigned visualizations and dashboards
- Familiarity with survey platforms and can launch surveys and analyze results
- Demonstrated experience transforming raw data into applicable information
Additional Information :
This is a permanent homebased role in Costa Rica. No relocation available.
Our benefits include: Medical life and dental insurance Asociacin Solidarista International Share Save Plan Flex Work Work from home Paid time off Annual Performance Bonus Education Reimbursement Family Bonding Bereavement Leave Referral Program and more.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is a critical part of Experians DNA and practices and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work irrespective of their gender ethnicity religion colour sexuality physical ability or age. If you have a disability or special need that requires accommodation please let us know at the earliest opportunity.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
