Role Overview
This leadership position drives the measurement and reporting strategy of customer experience performance across the organization. The successful candidate will set, agree and execute the strategic framework for Net Promoter, Customer Experience and Loyalty score measurement, performance reporting, and action-driving frameworks.
Main Responsibilities
1. Develop a framework for regular cadence of actionable customer experience reports to inform commercial and operations teams at the account level and track overall customer relationships.
2. Create Customer Health Indices to articulate critical priorities driving customer loyalty, outline strengths and improvement opportunities with suggested action plans for each business unit.
3. Lead the program strategy, continued evolution and maturity roadmap, including survey design and approach, timing, report standards, closed loop reporting to customers, and enterprise reporting of impact and progress.
4. Define requirements and prioritization of correlation and regression analysis with Data Analytics team to ensure leaders have visibility of high impact opportunities.
5. Manage customer experience measurement vendors, tool selection, and support structures to drive required performance insights in synchronization with business requirements.
6. Promote best practice customer experience programs and opportunities based on improvement plans.
7. Establish statistical linkages between Voice of Customer and financial impacts, operational KPIs.
8. Develop and implement best practice frameworks for actionable customer experience insights.
9. Create Customer Health Indices to prioritize loyalty drivers and improvement opportunities.
10. Foster a culture of customer experience across the organization through effective communication and training.