Customer Experience Owner

Education: Bachelor’s degree or 3 yrs. equivalent work experience.

Occasional travel to quarterly meetings required based on remote location.

• 3 + years’ experience leading projects cross-functionally or 3 years’ experience in a client facing role managing relationships

• 3+ years’ experience translating client/customer needs to customer journeys as well as company policies, procedures, operations, and detailed process flow maps. 

• 3+ years’ experience utilizing CX methodologies such as blueprints, experience maps, human centered design principles).

• Ability to create basic ROI model/CBA.

• Must be able to create PowerPoint presentations and have good presentation skills.

• Strong cognitive skills, experience in root cause analysis, and ability to make decisions with minimal direction 

• Basic understanding of best practices for implementing a voice-of-the-customer program, including selecting appropriate listening posts based on the channel and type of touchpoint 

• Ability to organize both structured and unstructured data into charts, graphs, and tables for purposes of communicating information. 

• Basic analytical skills, including the ability to leverage critical thinking to evaluate and organize available data, identify relationships, and summarize results.  Includes moderate Excel experience, including the ability to create pivot tables and combine multiple tables (such as through VLOOKUP).  

• In-depth understanding of process improvement approach, including leveraging analysis and critical thinking to identify opportunities for improvement, and quickly evaluating potential solutions for feasibility & reasonableness.  Able to identify key performance indicators to measure before & after changes to determine improvement effectiveness and identify unintended consequences. 

• ?Ability to communicate clearly and effectively with internal and external clients/stakeholders

Preferred Qualifications: