Director, Customer Experience Resume Sample
Charles Kerluke
847 Mateo Avenue,
Chicago,
IL
+1 (555) 114 4078
Work Experience
Director, Customer Experience
08/2016
-
PRESENT
Los Angeles, CA
- Overall responsibility for the processing of new business, underwriting, and policy administration of ScotiaLife’s business line, supporting integrated, multi-product, multi-channel, and multi-offer direct marketing campaigns
- Ensure that ScotiaLife’s BCP plan is up-to-date, testing exercises and simulations and documentation are completed in accordance with bank standards and provincial/federal legislation and that communication is provided to staff, other bank units and external partners
- Oversee and direct ScotiaLife’s Claims Function
- Effectively execute all aspects of the Bank’s leadership resource management strategy through the cycle of resource planning, development and performance management
- Drive the creation of business models, communications, policies and process improvements to produce business strategies that achieve results for the organization in alignment with the brand, customer experience and business objectives
- Experience in the air-tour / aviation industry
- In direct leadership of a management team
- Successful customer service experience in the Hospitality Industry
- Use to pay OR
Associate Director, Customer Experience
10/2012
-
02/2016
Houston, TX
- Oversees the most complex, business-critical customer experience/loyalty initiatives and has an enterprise/multi-divisional/organization focus with responsibility for building customer loyalty as a key element of the enterprise’s long term growth strategy
- Establishes deep partnerships with key internal stakeholders across the business and creates cross functional processes that enable a consistent and connected experience for customers
- Accountable for developing and implementing long-term and short-term customer centric goals across the organization and a stakeholder engagement strategy
- Sets strategy and develops operational agreements and performance measures that are aligned to strategic goals and priorities that are shared with and across internal and external partners
- Accountable for identification of critical business opportunities (both short and long term) that enable transformational change across the enterprise
- Accountable for communicating effectively; coordinating with others and maintaining strong peer relationships to maximize enterprise change capability
- Designs, staffs and directs work to drive enterprise capabilities and produce customer value by planning; setting objectives and priorities; establishing goals; assigning work; clarifying accountabilities; identifying and managing risks, conflicts and barriers and utilizing management and financial controls to enable focused investment
Senior Director, Customer Experience
08/2006
-
05/2012
Detroit, MI
- Helps to develop an enterprise level of understanding of the most critical customer touchpoints across the customer journey that drive real value to the customer and the enterprise
- Assesses implications of strategic options before they impact the business
- Influences key decision makers to challenge conventional practices and instill customer insights into the decision making processes
- Ensures levels of performance and assists with establishing feedback loops that help identify and prioritize improvements in customer experience by influencing operational or functional areas that impact the customer experience and loyalty
- Identifies critical Customer Experience data metrics to track on an ongoing basis
- Manages internal cross-divisional and external relationships to obtain better business and customer outcomes and drive enterprise profitability
- Design, develops and implements programs and policies at the enterprise/divisional level
- Effectively translate and act on voice of the customer, partner, sales, operations and other feedback and research to identify and guide new improvements and innovations
- Provide best practice guidelines and standards for customer experience across all touch points
Education
East Texas Baptist University
2001 - 2006
Bachelor's Degree in Business
Professional Skills
- Strong program management, organizational and coordination skills required; working experience with Six Sigma or Agile considered an advantage
- Excellent writing and communication skills, with strong attention to detail is essential
- Senior management experience for effective stakeholder management and strong influencing skills
- Exceptional cross-functional leadership skills with partnership experience across functional teams; strong team player
- Strong analytical, problem solving, decision-making and time management skills, including exposure to root cause analysis
- Strong communication abilities, including demonstrated experience presenting and securing approval from C-level leaders
- Demonstrated experience leading a customer experience transformation at a consumer oriented company
How to write Director, Customer Experience Resume
Director, Customer Experience role is responsible for analytical, customer, leadership, interpersonal, design, planning, analysis, training, organization, excel.
To write great resume for director, customer experience job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Director, Customer Experience Resume
The section contact information is important in your director, customer experience resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Director, Customer Experience Resume
The section work experience is an essential part of your director, customer experience resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous director, customer experience responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular director, customer experience position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Director, Customer Experience resume experience can include:
- Design, develop and deliver through integrated teams ongoing customer experience improvements as well as innovations which provide Hertz, Dollar and Thrifty with significant points of differentiation and competitive advantage
- Hands-on capabilities, and proven experience in gathering and transforming customer experience
- Data-driven mind-set, leadership and problem-solving skills, using creativity and innovation
- Strong user experience (UX/CX)/design sense, with a record of building great products
- Critical thinking skills focused on root cause and opportunities for improvement
- Drive new thinking to improve customer experience, leveraging existing knowledge, experience with business needs
Education on a Director, Customer Experience Resume
Make sure to make education a priority on your director, customer experience resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your director, customer experience experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Director, Customer Experience Resume
When listing skills on your director, customer experience resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical director, customer experience skills:
- Excellent and effective communication skills required, and visual design skills are considered an advantage
- Good experience in Transaction Monitoring management like sampling, coaching, creating monitoring forms, verifying effectiveness of monitoring
- Demonstrated passion and experience leading change and inspiring teams to deliver an integrated and high quality customer experience
- Demonstrated ability to network and partner effectively across all functional areas, establishing productive relationships
- Excellent coaching and managerial skills
- Strong decision and troubleshooting skills with the ability to quickly assess problems and devise solutions
List of Typical Experience For a Director, Customer Experience Resume
1
Experience For Associate Director, Customer Experience Resume
- Troubleshoot and create action plans to quickly and effectively address problems
- Manages and increases the effectiveness of all customer support and customer facing material including forms, disclosures, marketing and advertising
- Work with CU to develop Training (Guidelines, Materials and Huddles), measure training effectiveness
- Self-starter with experience managing multiple projects across matrixed teams
- Develop roadmap that delivers the desired experience
- Create and execute processes to identify general themes, measure, prioritize actions and improve CX results
- Communicate key internal themes and activities and supply metrics and evidence of progress as input to external activities
- Previous marketing leadership with experience in a front-line customer service or call center environment that contribute to defining improvements in CRM
- Management experience in an inbound and outbound call center environment
2
Experience For Director Customer Experience Resume
- Establishing a united company objective for customer growth and company culture
- Plays a significant role in long-term planning, including an initiative geared toward customer growth
- Design, Build, Manage key reporting / KPI's to define and measure Quality throughout the Xfinity Mobile Journeys
- Program Design, Build and Deployment Management across matrixed team including Sales, CARE, Product, HQ/Division/Region Cx, PMO and Change Acceleration teams
- Prepare Strategies and Processes in collaboration with the CRM marketing acquisition execution team
- Promotes “One Voice” messaging throughout organization
- Develop and grow meaningful partnerships within the company that accelerate the transformation of a customer-centric mindset
- Provides oversight across CX initiatives to ensure appropriate prioritization and sequencing of activities, allocates funding and resources appropriately, and identifies opportunities for teams to collaborate to prevent overlap or duplication of work
3
Experience For Senior Director, Customer Experience Resume
- Ensures that the implementation of each CX initiative or project (whether owned by the CX CoE or by the business) is on track; elevates risks or concerns to leadership as needed
- Maintains the short-term and long-term CX roadmap to incorporate newly-identified CX priorities and ensure key milestones are documented for initiatives that are underway
- Serves as a CX CoE liaison to leadership and business partners; understands and communicates the big-picture view of the CX journey across various in-flight initiatives
- Optimize the execution of the Customer Management Playbook to expedite CX solution delivery
- Staffs and directs work to drive enterprise capabilities and produce customer value by planning; setting objectives and priorities; establishing goals; assigning work; clarifying accountabilities; identifying and managing risks, conflicts and barriers and utilizing management and financial controls to enable focused investment
- Influences key decision makers to challenge conventional practices and instill customer insights into the decision making processes and expedite project delivery
- Ensures levels of performance and assists with establishing feedback loops that help identify and prioritize improvements in customer experience by influencing operational or functional areas that impact the customer
- Proven experience with existing and emerging trends and tools in eCommerce
- Demonstrated track record of leading eCommerce and/or customer experience solutions
4
Experience For Executive Director, Customer Experience Resume
- Proven experience with marketing and brand management
- Ten years experience in managing the successful delivery of large scale system projects, i.e., CRM, SAP, Portal, etc
- Support execution of brand team CRM and Digital priorities for the respective Franchise
- Lead brands through the business requirements needed to activate targeting and testing on AbbVie’s marketing automation platform
- Manages Resource Capacity and Assists with Budget
- Support Execution in partnership with Digital Production Agency
- Create an environment with clear communication and collaboration with brand teams, aligning agency with brand to ensure creative delivers on the stated strategy
- Perform operations and coordination by working closely with analytics team and media team to ensure that CRM/Digital programs are reaching the right audience via the most effective, efficient media/channels
- Collaborate closely with Marketing Operations to ensure CRM/Digital programs effectiveness and success in line with other CA&O priorities
5
Experience For Senior Director Customer Experience Resume
- Excellent understanding of client’s business needs turning those goals into concrete projects and detailed proposals
- Assist in developing customer/client experience strategy
- Define desired experience at key customer/client touchpoints
- Co-ordinate the creation of a prototype (typically in 6 weeks) to bring the desired target state to life for stakeholder buy-in
- Co-ordinate the building of a roadmap, from MVP to the desired target state
- Contribute to best practice development and procedures
- Bring together BBVA’s ‘triangle’ delivery approach – of Business, Experience and Technology – to deliver for the customer (internal and/or external)
- Run design thinking workshops to co-create innovative and customer-centric visions, propositions, products and/or experiences
- Play a leadership role during build and delivery activities, leveraging regular customer insight as required, and facilitating problem solving across the triangle - always maintaining the focus on the customer
6
Experience For Director Customer Experience Operations Resume
- Playing the role of a generalist, providing thought-leadership and drawing on various points of expertise such as design, digital, commercial, operations, technology and broader global, market, industry and social trends
- Generally requires 5-10 years related experience
- Develop best practices to optimize the organization’s cross functional customer touch points and make recommendations throughout the process to the leadership team
- Work across the business as a whole. It’s vital that this is seen as a cross business programme and not ‘owned’ by any one area
- Create effective go-to-market strategies while driving the development/enhancement of WMP’s methodologies, best practices and approaches to client delivery
- Entrepreneurial desire and selflessness to give your time, energy, and passion to growing the firm’s culture and our people both inside and outside of office hours
- Deliver to our clients’ customer experience consulting services as it relates to transformative capabilities in the four different lenses (people, process, technology, strategy)
- Experience in driving multiple parallel projects
- Experience in web/online businesses
7
Experience For Clss Director, Customer Experience Technology Resume
- Think like a customer and see our experiences through a customer-centric view
- Responsible for representing the brands of Blue Hawaiian and Hawaii Helicopters by behaving as an exemplary individual in the Hawaiian business community
- In management roles managing teams
- Accountable for customer service delivery, fostering positive employee relations, cost management, and regulatory compliance
- Top notch written and oral communication skills, including experience presenting to executive leadership, participating in the sales cycle and handling sensitive customer escalations
- Strong clinical, health economic or scientific knowledge; development and implementation of disease management programs and resources for National/Payor accounts; National/Payor account knowledge and customer experience
8
Experience For Director, Customer Experience, Asia Resume
- Relevant related specific CX leadership experience
- Work closely with AVP, Customer Insights and Advocacy, Asia, to design and plan for the entire activation program across Asia within the designated timeline
- Collaborate with other Regional teams (e.g. Comms, IT, Ops) to steer different parties towards the same goal without losing sight of the big picture (e.g. KPIs, timeline)
- Experience in handling difficult and/or escalated situations
- Provide day-to-day management and oversight for all non-flight base operations, its people, and operating budget
- Responsible for base staffing and development of manpower schedules
9
Experience For Director, Customer Experience Analytics Resume
- Provide strategic leadership, vision & oversight to all areas of responsibility
- Direct staff and execute plans to deliver a safe and reliable operation
- Support company policy and procedures, benefit and compensation programs
- Drive performance and productivity through the assignment of responsibility and accountability
- Prepare and present reports, analytics, financials that outline business performance
10
Experience For Director Customer Experience & Operations Resume
- Deliver against operational goals, financial goals, and company objectives
- Establish a culture that promotes safety through daily operations, shift briefings, routine audits, monthly safety meetings, training and documented safety procedures
- Support and adherence to the company SMS plan
- Extensive travel, mainly inter-island with occasional mainland trips
- Partner with the Director of Operations for all community interfaces
- Partner with and support the Director of Operations in the execution and enforcement of the compliance of all flight line policies and procedures as outlined in the General Operations Manual
- Joint responsibly for the oversite of the flight ground crew
List of Typical Skills For a Director, Customer Experience Resume
1
Skills For Associate Director, Customer Experience Resume
- Excellent Project management skills with ability to create and execute action plans while working with multiple stakeholders
- Excellent software skills to include MS Office and MS Based software
- Excellent interpersonal skills with ability to lead others
- Deep experience owning the end to end customer experience, delivering key customer benefits by driving relentlessly to ensure speed and quality
- Solid experience in planning and communicating with diverse stakeholders with differing goals
- Key personal traits – tenacity, interpersonal and communication skills, team worker, leading from the front, building relationships
- Strong background of managing Quality standards for large contact Center operations, with proven track record of achieving Quality Metric Targets / Thresholds
- Exceptional influencing, interpersonal, and communications skills (written and oral)
2
Skills For Director Customer Experience Resume
- Effective communicator with experience in interacting with stakeholders internally and externally
- Skilled at analyzing and interpreting data and establishing, maintaining, and defending measurements and findings
- Professional experience including 5+ years management consulting
- Experience with applying Design Thinking in a service industry
- Experience in evaluating and/or implementing new contact center technologies
- Direct experience in using consulting and diagnostic techniques to understand business issues and make recommendations for improvement
- Strong background in developing metrics and in benchmarking
- Good Decision making and Problem Solving abilities
3
Skills For Senior Director, Customer Experience Resume
- Knowledge and experience in implementing the Net Promoter System considered an advantage
- Solid understanding of dealership operations
- Solid understanding of field operations
- Experience in Team Development and mentoring through classroom and practical trainings and projects
- Formal leadership experience managing customer centric initiatives, programs and teams
- Demonstrated success influencing C-level executives
- Deep experience with customer journey mapping and similar CX related tools and disciplines
- Proven ability to design and build a compelling business case
4
Skills For Executive Director, Customer Experience Resume
- Experience dealing with complex projects and multidisciplinary teams
- Experience developing plans or roadmaps
- Demonstrated continuous improvement methodology use to make process changes
- Assess and manage risk; demonstrated use of creativity and innovation to solve problems
- Assist in the creation of new programs, content and tools to educate and inspire employees in delivering exceptional customer experiences
- Responds constructively to new demands, priorities, or challenges
- Demonstrates resilience in the face of rejection, setbacks, or resistance
- Experience managing within large global multi-industrial organizations
5
Skills For Senior Director Customer Experience Resume
- Demonstrated attention to detail a commitment to quality and be results driven and customer focused. Strategic planning and delivery leadership
- Experienced in design thinking, service design methodologies
- Experience working in complex global organisations
- Experience with CRM software tools
- Experience in the library, academic, or corporate markets
- Produces an organization that systematically and consistently drives strategy and execution of awesome product experiences. A truly boundaryless leader
6
Skills For Director Customer Experience Operations Resume
- Creativity to identify appropriate experiences and take the initiative
- Communicate clearly about the experiences
- Strong empathy and passion for customers
- Implemented improvements in business that led to improved customer experience
- Driving improvement initiatives leveraging Lean Innovation best practices
- Knowing how to get to win-win solutions internally and externally
- Plan the co-creation workshops, including identifying the right attendees, planning the format, agenda, tools and techniques
7
Skills For Clss Director, Customer Experience Technology Resume
- Deep understanding of Xfinity technology and products, including the methodology and tools used to build the products
- Work with business stakeholders to understand the power of design thinking and to identify suitable projects
- Facilitate the co-creation workshops, ensuring the objectives are achieved
- Co-ordinate the outputs from the workshop, including the creation of a prototype (typically within 6 weeks)
- Up-to-date understanding of industry and competitive technology and products
- State of the art technology which allows for seamless global connectivity
8
Skills For Director, Customer Experience, Asia Resume
- Rich wellness program and health incentives
- Lead Everydayw Do the Right ThingwReach for AmazingwSeek First to UnderstandwAct as Onew Live life Passionately
- Functional experience to include customer self-service, IVR, CRM, and demand and capacity management with an advanced understanding of Customer Delivery tools and practices
- Develop collaborative relationships through strong communication, influence, problem solving and negotiating
- Manage a multi-functional team across multiple locations
9
Skills For Director, Customer Experience Analytics Resume
- Anticipate problems and obstacles
- Perform data analysis and use the output to implement process improvements that have measures for change
- Contribute to the delivery of the Customer Experience activation and sustainability programs to ensure widespread adoption of CX practices across the organization
- Assist in the development of the CX communication strategy across all levels and functional areas of the company
- Contribute to the development of the process for identifying, capturing and amplifying internal customer experience best practices and stories of customer experience in action
- Identify and share external best practices
- Collaborate with the triangle to evangelize the output of the workshop to get buy-in to the desired vision
- Support the business in the creation of a business case
- Develop effective relationships and interface with external and internal customers in an effort to understand the needs of each group including co-designing service models in partnership with external and internal customers
10
Skills For Director Customer Experience & Operations Resume
- Based on needs and using design thinking methodologies and best-in-class practices and technologies for contact centers, develops and implements new strategies to provide the desired level of service to stakeholders continuously improving customer experiences
- Lead and direct the delivery of customer service in Valuation Services including management of the Customer Service Centre in accordance with relevant legislation, policy, procedures, contracts and delegations to achieve service level targets
- Oversee the development of procedures, instructions and systems to ensure the effective and consistent delivery of customer service across Valuation Services
- Oversee the management of the entire objection and dispute resolution processes
- Monitor report and evaluate customer service, objection, dispute resolution and stakeholder relationship activities across Valuation Services
List of Typical Responsibilities For a Director, Customer Experience Resume
1
Responsibilities For Associate Director, Customer Experience Resume
- Develop excellent rapport and working relationships with all DOT-Airports Division Airport Managers to facilitate all lease and facility compliance and improvement requirements, and to ensure optimal operating conditions
- Develop a thorough understanding of Blue’s safety processes, both internal and FAA, to develop a priority sensitivity to all safety procedures and protocol
- Excellent organizational skills with a flexible approach to shifting priorities and competing demands, while managing multiple projects
- Strong organization, project management, and team leadership skills
- Excellent communication skills with the ability to communicate findings clearly to both technical and non-technical audiences
- Excellent computer skills and proficient in PowerPoint, Excel, Word, Outlook, and Access
- Strong leadership, collaboration and people management skills
- Strong interpersonal skills and ability to drive towards consensus and achieve alignment
2
Responsibilities For Director Customer Experience Resume
- Strong organizational, teaming, influence management, interpersonal, and creative skills
- Excellent interpersonal, organizational, analytical and time management skills
- Assess the effectiveness of the customer experience, including setting, tracking and reporting key performance metrics
- Demonstrated effectiveness at leading and facilitating meetings and workshops
- Superior problem-solving, conflict management, and decision making skills
- Experience leading customer experience efforts in corporate environments
- Cross functional collaboration and negotiation skills
- Lead within sphere of influence to motivate others, resolve roadblocks, and escalate effectively and build consensus as needed
- Advances current store selling model to support all aspects of the selling experience (Role of the CSL, coaching and selling behaviors)
3
Responsibilities For Senior Director, Customer Experience Resume
- Experience with leading change, inspiring and motivating teams
- Experience with advocacy agencies (e.g., such as negotiating with Commission staff) - Required. Working knowledge of utility regulations and tariffs required
- Experience with CX Consulting approaches (e.g., Journey Mapping, CX Activation)
- Champion implementation of Customer Experience framework into BU operating models in all parts of Building Technologies & Solutions business
- Communicate priorities to team members and overseeing execution of projects
- Support consulting business development and provide expertise in areas such as strategic development, analytics and process improvement, and effectiveness
- Strong understanding of CX/NPS methodologies and best practices
- Proven background in data analysis and converting insights in to action
- Ideally, experience with CX Analytics (e.g., ROI Modelling)
4
Responsibilities For Executive Director, Customer Experience Resume
- Experience acting as PMO for large, cross-functional projects
- Apply Customer Experience processes and standards from the JCI Operating System business units
- Proven ability to lead, develop and retain a team
- Drive results through strong attention to detail
- Oversees reporting and analysis of key performance indicators (KPIs) related to the customer experience
- Creates and executes surveys and market research regarding the customer experience
5
Responsibilities For Senior Director Customer Experience Resume
- Analyzes key pain points of the user experience and aggregates customer issues to propose opportunities for enhancement
- Works cross functionally with IT department as Customer Service Liaison to ensure organization customer experience objectives are executed
- Builds process analysis and product work flow documents to ensure a high-quality customer experience
- Manage multiple assignments and prioritize tasks, and
- Proven ability to produce accurate and timely information in a highly dynamic work environment, as well as be able to meet tight deadlines
- Understanding of aviation safety and operational standards
6
Responsibilities For Director Customer Experience Operations Resume
- Working knowledge of customer service regulations, practices and technology required
- Lead practice building activities (e.g., recruiting, pre-sales, marketing material, and thought leadership development)
- Guide creative agencies to ensure the development of relevant, 1:1 creative and messaging, including CRM/Digital marketing best practices
- Partner with business units to sharpen customer intelligence coming from multiple customer listening posts
- Serves as the leading voice of the customer, acting as their advocate within SAS
- Lead pathfinding brands on proof of concepts/pilots for emerging digital capabilities
- Actively work between the Business & Technology disciplines to industrialize the best ideas with new digital operating models and ways of working
- Inquisitive mind, endless curiosity and passion for learning about clients, industries and new approaches to doing things
7
Responsibilities For Clss Director, Customer Experience Technology Resume
- Partner with Talent Development to develop training and communicate training plans across the organization
- Financial acumen suitable to oversee budgeting, forecasting, and expense control processes
- Provide leadership of CX through enhancement execution of current and future collaborating plans
- Introduce processes and tools to deliver winning results for customers and help drive the business
- Monitors industry and market-specific issues and actively participates by creating white papers and presentations
8
Responsibilities For Director, Customer Experience, Asia Resume
- Leads and develops staff, defining roles and responsibilities to achieve business goals
- Develops and maintains key metrics and dashboards for the teams, providing individualized feedback on rep performance
- Conduct annual performance reviews and provide feedback in an ongoing manner for team members
- Exceptional background presenting at executive briefings, sales kickoffs, and customer meetings
- Exceptional functional knowledge and expertise on digital marketing platforms
- Collaborate with stakeholders, IT, and other departments to create implementation plan, including scope, timeline, resources and budget for achievable success
- Participates in Alliance Data Systems and Victoria’s Secret meeting and forums represent Stores
- ‘Out of the Box’ thinking
- Manage the resources including human and equipment’s from a high level to deliver Quality flawlessly
9
Responsibilities For Director, Customer Experience Analytics Resume
- Review performance periodically by gathering relevant data, analyses, reports and insights/trends
- The ability to create and present presentations outlining performance achievements
- Observe, evaluate and modify customer and tour processing
- Be the evangelist for the company and asset to the right layers of management across the organization to ensure CX is top of mind
- Oversee development of communication plan to support program objectives
- Teach and evangelize the CX strategy and its benefits to business teams
- Work in conjunction with the Customer Insights team to ensure that all relevant and correlating results are incorporated into the CX plan and available to the business action planning process
- Leverage technology to integrate customer feedback into closed loop processes
- Administrative support for Single Sign on platform and VoC data collection tools
10
Responsibilities For Director Customer Experience & Operations Resume
- Creation of Key customer journey management life cycle artifacts
- Establish and Monitor Listening Posts (NPS, Social, Consumer Panel, Front Line Panel, other inputs), Analyze eNPS and tNPS data combined to ensure an overall understanding of the XM CX
- Establish and Monitor XFINITY Mobile transactions in conjunction with appropriate functional leads. (Management Observation Analytics/Mystery Shop Call Center and Retail)
- Publish Cx Metrics Dashboards (Sales, CARE, buyflow data)
- Elevations analysis and management
- ENPS Alignment with Core Comcast Cx Team
- Develop Program Toolkits and Communications
- Partner with Client and Business Solutions teams to leverage the company’s value to our clients by driving performance and client satisfaction, enhance business value propositions, and examine new growth opportunities by adding value and differentiation through Customer Experience Transformation activities
- Define and manage the requirements of the Contact Center, including sourcing equipment, effective resource planning and implementing Contact Center strategies and operations; carrying out needs assessments, performance reviews and cost/benefit analysis
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