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Customer Experience Manager
4 months ago
Job Title: Solution Lead - Business Systems Analyst
Job Type: Onsite
Location: Sunnyvale, CA
Duration: 12-18 Months contract (possibility for extension)
Must have:
- 5 years experience in CX space spanning Customer Lifecycle from interest/inquiry to orders to post-sales ops processes. Consumer Product industry
- 5+ years of customer journey, user stories, and business requirements writing
- Deep understanding of CX metrics such as NPS and how to leverage insights from Voice of Customer
- 3+ years of experience with Agile and Scrum techniques
Responsibilities
- Interface with the various Post Sales Operations and Engineering teams to define comprehensive process and system strategies that provide flexibility and are scalable as well as sustainable
- Contribute to CX strategies by providing comprehensive capability development analysis and solution development roadmaps to implement goals defined by the strategies
- Support business partners in drafting business cases for new initiatives
- Document and maintain detailed customer journey maps, process workflows, and associated systems maps. Guide the CX team through UAT. Develop acceptance criteria for new solutions being deployed.
- Break down business needs into small value deliveries:
- Create Features and Stories from Initiatives and Epics
- Capture requirements into the single source of truth (Jira/Confluence)
- Validate requirements traceability with engineering
- Facilitate workshops with cross-functional teams to gather detailed requirements
- Develop strategies and associated requirements for gaining customer insights through the data residing in different systems with respect to integration, data collection, and visualization.
- Identify opportunities for process and system optimization near and mid-term and contribute to long-range strategic planning
- Minimal domestic travel may be required
Requirements
- At least 5 years experience in CX space spanning Customer Lifecycle from interest/inquiry to orders to post-sales ops processes
- 5+ years of customer journey, user stories, and business requirements writing
- Deep understanding of CX metrics such as NPS and how to leverage insights from Voice of Customer
- 3+ years of experience with Agile and Scrum techniques
- Experience using various tools and platforms for CX management (e.g. Medallia, Salesforce)
- Working business understanding of New Product Introductions, New Market Entry, and Product Promotions from a CX perspective
- Excellent communication, creative, critical thinking, problem-solving, planning, prioritization, teamwork and organization skills
- Experience working in the high-volume consumer electronics industry.
- Strong analytical skills and interpersonal experience.
- Proven track record in building internal and external customer relationships.
