Customer Experience Specialist, GAR Customer Experience

Are you interested in a role that challenges both your creative skills and consulting capabilities Are you collaborative with excellent stakeholder management Are you data-driven with a high degree of ownership If you have relentlessly high-standards and are interested in working hard to reinforce the mission and culture of our fast-paced global team we want to hear from you! The ideal candidate will earn trust through good relationship building with internal AR teams and upstream business this role you will work with and collaborate across several cross-functional key stakeholders such as channel leads business leads customer service lead and quality & training functions.

Key job responsibilities
Key responsibilities will include but are not limited to:
Design execute and analyze customer feedback to evaluate customer experience
Develop a thorough understanding of customer needs and identify pain points
Define a roadmap and drive projects to improve the customer experience and key metrics
Dissect customer journey obstacles and tackle them in a methodical manner in order to overcome them effectively.
Dive deep recommend and own solutions to drive outcomes from root-cause analysis to uncover core issues through direct observation facts and data. Audit accounts study customer escalations and develop a deeper understanding of customer concerns. Be skeptical when metrics and anecdote differ.
Partner with Business teams to resolve upstream issues that impact customer experience. Drive increase in positive response rates and decrease in negative response rate.
Build good relationships with multi-disciplinary stakeholders around the globe to understand and evaluate business priorities define shared opportunities and requirements and establish information sharing mechanisms.
Understand complex business problems across departments and manage several competing priorities ensuring critical projects remain visible to senior leadership and stakeholders.
Maintain up-to-date knowledge of advancements in customer experience industry standards changes and trends.
Create appropriate tools (i.e. project status reports dashboards) to measure the progress against the goals and update stakeholders. Provide analysis write-ups and regular reporting of customer impacting issues.
This role is an individual contributor that transforms customer experience strategy into business outcomes via highly matrixed global stakeholders in the function and the business.
Basic Qualifications
10 years of relevant work experience in account-based customer or relationship marketing and communications
Bachelors degree or MBA or Masters degree in relevant field
Experience in program management customer research and analytics and/or customer experience/success
Experience with managing cross functional projects dependencies and bottlenecks providing escalations management anticipating and making trade-offs
Highly organized ability to complete a high volume of tasks and projects with little to no guidance and tight deadlines
Preferred Qualifications
Experience in a business-to-business (B2B) environment and or order to cash (OTC)
Experience working in a fast-paced and highly cross-functional organization
Passionately customer obsessed likes to deep dive and to find solutions to complex problems
Good verbal and written communication skills with demonstrated experience engaging and influencing senior executives experience in and comfortable writing clear and impactful documents
Skilled negotiator with proven experience finding creative ways to do more with less and a track record of staying on budget
Proven ability to work in an ambiguous environment
High attention to detail and ability to manage multiple competing priorities
A good team player comfortable and motivated working in a collaborative environment
Flexible about business hours (EMEA time zone) and is happy to work out of Hyderabad office.


- 4 years of building financial and operational reports/data sets that inform business decision-making experience
- 4 years of Accounts Receivable or Account Payable experience
- 4 years of creating process improvements with automation and analysis experience
- 4 years of identifying leading and executing opportunities to improve automate standardize or simplify finance or business tools and processes experience
- 4 years of identifying incomplete or inaccurate data identifying the root cause and creating/implementing an escalation plan experience
- Bachelors degree in engineering statistics or business or Bachelors degree and 5 years of quantitative role (engineering process re-engineering quality assurance) experience

- 6 years of participating in continuous improvement projects in your team to scale and improve controllership with measurable results experience
- MBA
- Knowledge of Tableau

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