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Sr Customer Experience/Insights Manager

Company: Tentek, Inc.
Location: Torrance
Posted on: March 28, 2020

Job Description:

Description This role will be responsible for overseeing the development and operations of the companyrsquos first enterprise-wide customer insights group. The role will be accountable for driving improvement of overall brand and key episode NPS (Net Promoter Score) based on lsquovoice of customerrsquo eliminating highest priority customer pain points with solutions that will measurably improve customer experience and deliver business results (purchaseloyalty). Key Accountabilities Oversee direct day-to-day responsibilities of Customer Insights Analytics team, working to answer the most pressing customer experience questions using a cross-BU lens ensure closed-loop feedback to data gathering, analysis, and subsequent actions to ensure insights derived lead to measurable customer experience results Manage and direct budget for customer sentiment measurement reporting instruments, including oversight of efforts to centralize and streamline select customer sentiment studies to provide more valuable actionable insights Generate demand from business units for deeper and more targeted customer research and insights Design customer experience reporting feedback loops in partnership with BUs maintain consistent monitoring, communication, and follow-up to ensure insights are translated into action Design, manage and deliver cross-enterprise dashboard, including serving as primary operational contact to external vendor(s) contracted to build and operate dashboard Develop and manage the launch plan of the companyrsquos program, ensuring system is designed and introduced to maximize cross-enterprise impact Design, build and maintain central repository of customer experience measurement and reporting tools studies Experience BSBA Market ResearchMarketing or Equivalent Experience 5+ Years actively leading team focused on customer measurement and insights Experience with one of the big NPS software providers (e.g. Qualtrics, Medallia, ibex, etc.) Experience with NPS System Implementation Strong data analysis and communication skills ability to rapidly synthesize and interpret data, codify specific detailed insights, and up-level takeaways for executive read-outs experience with customer experience measurement and reporting Experience working cross-functionally within a large enterprise ability to develop and maintain strong working relationships with numerous stakeholders and work collaboratively to drive impact as fast as possible Results-focused leader able to easily shift from detailed data comprehension to lsquobig picturersquo takeaways and consistently using data to support rapid customer experience decision-making Highly data-driven business thinker Experience with customer experience measurement and reporting Ability to take a cross-enterprise POV Big 4 experience.

Keywords: Tentek, Inc., Torrance , Sr Customer Experience/Insights Manager, Executive , Torrance, California

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