Customer Experience Program Manager

This role is accountable for the customer satisfaction program that will analyze data from customer listening posts, identify trends, prioritize importance, and develop action plans with cross-functional leaders to drive measurable improvement.

You will be Responsible For: 

• Developing and implementing a strategy, plan, and KPIs for Customer Experience optimization across the customer lifecycle.
• Survey Program: Manage the survey program to ensure all stakeholders within the organization are aligned on the why who, when, and how these surveys will be used.
• Customer Satisfaction Index: Manage the monthly review of leading and lagging indicators for customer segments and prepare executive-level presentations to inform internal stakeholders of trends and progress.
• Customer Experience Blueprint: Develop a customer experience blueprint that includes onboarding, optimized engagement, and contract renewals for the purpose of ensuring consistent and repeatable workflows, and identifying automation opportunities to ensure scale and RACI-enabled understanding of stakeholder roles in the lifecycle.
• Customer Experience Program Management: Creating a framework for data analysis, prioritization, and action plan tracking, to ensure that customer priorities provided through this program are addressed, and that there is closed-loop communication back to customers.