Group Manager, VOC Programs

We are seeking an exceptional Group Manager to drive the implementation of our VOC program vision and stand up a survey center of excellence for the Global Business Solutions Group. We are looking for an individual who thrives on changing the status quo and is laser-focused on making every experience simple, easy, and intuitive for our customers. We champion world-class customer experiences to power prosperity for our customers. Are you looking for a job that fills you with a sense of meaning and purpose? Come join the GBSG Customer Experience Team as a Customer Experience Leader.

Responsibilities

• Lead team that manages Voice Of Customer (VOC) insights infrastructure and survey programs
• Stand up a a new survey vision and strategy, including overseeing investments in the CX platform, revamping current surveys, launching new survey programs, and leading survey governance across the business unit
• Partner with peers across the organization to build and maintain operational processes, data quality, reporting and technology infrastructure
• Owns/leads the development of customer experience measurement dashboards and platform-wide reporting that weave into the global CX planning process to ensure data-backed decisions are made
• Collaborates with other leaders and partners (Product, Marketing, Sales) to evolve lead and lag indicators including existing key performance indicators (KPIs) like rNPS, PRS, tNPS, Customer Effort Score (CES)
• Defines, establishes, and documents standards, governance, and data stewardship appropriately to create consistent sources of truth, processes, metric definitions, ensuring they are all aligned with business strategy
• Drives process improvement, automation, development of analytic models and other tools including reports, dashboards, and data visualizations
• Tells compelling data-backed stories to drive quick decisions among both technical and non-technical stakeholders