Customer Experience Manager
Grand Island, NE Grand Island, NE Full-time Full-time Estimated:
$63.
3K - $80.
1K a year Estimated:
$63.
3K - $80.
1K a year 10 hours ago 10 hours ago 10 hours ago ROLE SUMMARY :
The role will be responsible for the ongoing development, execution, and leadership of the Eagles Voice of Customer (VoC) program.
This role will develop and lead the internal processes required to gather, monitor, and improve customer metrics.
Create and manage CX measurement framework and establish structure and methodology for measuring CX improvements Manage the VoC program, including translating data, trends, and qualitative feedback into action; work with leaders across all Eagle's functions (e.
g.
, Sales, Marketing, Customer Service, Delivery, etc.
) Guide and utilize detailed analyses and high-level pattern recognition to drive internal responses, initiatives, and performance Form strong, trust-based relationships with leadership and key stakeholders; ensure customer insight and feedback are incorporated into decision-making processes Manage vendor relationships to ensure strong partnerships and value to the business Collaborate in a cross-functional environment and build support across a complex set of senior stakeholders Administer and manage customer feedback library; conduct recurring read-out and brainstorming sessions with the organization Establish structure and methodology for measuring CX improvements, confirm trends and financial performance correspond to initiatives Conduct analysis and benchmarking to gauge World Class Customer Experience across industries and direct competitors; identify emerging customer experience trends, threats, and opportunities Provide support and guidance of Customer Feedback activities within the organization and externally (e.
g.
, customer focus groups) Ability to leverage both customer experience data (X Data) and Operational Data (O Data) to inform new, expectation-beating experiences Recommend, design, and conduct customer focus groups Manage survey platform in support of extensive survey program Analyze business data, experience behavior data, and customer data from a variety of data sources and tools to create and inform insights reports, intuitive dashboards & customer experience strategies 1st-year objectives (May be added to) Identify survey tool and process for implementation Design of Survey 80% of top accounts completed the internal survey Create a cadence of survey rollout and initiative improvement QUALIFICATIONS A minimum of 5 years of experience in Customer Experience, Data Analysis, Experience Design, or related fields is preferred Self-starter and strategic thinker with demonstrated ability to implement strategies based on competitive dynamics economic goals, and customer needs Strong analytical skills with a proven ability to identify trends, and patterns and formulate an action plan Experience with Data Analytics, Experience Design, and Reporting is critical Experience with setup, administration, and expansion of CX platforms, i.
e.
, Qualtrics Strong communicator with proven ability to deliver presentations at various s levels of organization Experience with CRM platforms and BI tools Job Type:
Full-time Shift:
Day shift Weekly day range:
Monday to Friday Work setting:
In-person Application Question(s):
Contact information; phone number and email address required.
Work Location:
In person Create and manage CX measurement framework and establish structure and methodology for measuring CX improvements Manage the VoC program, including translating data, trends, and qualitative feedback into action; work with leaders across all Eagle's functions (e.
g.
, Sales, Marketing, Customer Service, Delivery, etc.
) Guide and utilize detailed analyses and high-level pattern recognition to drive internal responses, initiatives, and performance Form strong, trust-based relationships with leadership and key stakeholders; ensure customer insight and feedback are incorporated into decision-making processes Manage vendor relationships to ensure strong partnerships and value to the business Collaborate in a cross-functional environment and build support across a complex set of senior stakeholders Administer and manage customer feedback library; conduct recurring read-out and brainstorming sessions with the organization Establish structure and methodology for measuring CX improvements, confirm trends and financial performance correspond to initiatives Conduct analysis and benchmarking to gauge World Class Customer Experience across industries and direct competitors; identify emerging customer experience trends, threats, and opportunities Provide support and guidance of Customer Feedback activities within the organization and externally (e.
g.
, customer focus groups) Ability to leverage both customer experience data (X Data) and Operational Data (O Data) to inform new, expectation-beating experiences Recommend, design, and conduct customer focus groups Manage survey platform in support of extensive survey program Analyze business data, experience behavior data, and customer data from a variety of data sources and tools to create and inform insights reports, intuitive dashboards & customer experience strategies Day shift Monday to Friday In-person Contact information; phone number and email address required.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
$63.
3K - $80.
1K a year Estimated:
$63.
3K - $80.
1K a year 10 hours ago 10 hours ago 10 hours ago ROLE SUMMARY :
The role will be responsible for the ongoing development, execution, and leadership of the Eagles Voice of Customer (VoC) program.
This role will develop and lead the internal processes required to gather, monitor, and improve customer metrics.
Create and manage CX measurement framework and establish structure and methodology for measuring CX improvements Manage the VoC program, including translating data, trends, and qualitative feedback into action; work with leaders across all Eagle's functions (e.
g.
, Sales, Marketing, Customer Service, Delivery, etc.
) Guide and utilize detailed analyses and high-level pattern recognition to drive internal responses, initiatives, and performance Form strong, trust-based relationships with leadership and key stakeholders; ensure customer insight and feedback are incorporated into decision-making processes Manage vendor relationships to ensure strong partnerships and value to the business Collaborate in a cross-functional environment and build support across a complex set of senior stakeholders Administer and manage customer feedback library; conduct recurring read-out and brainstorming sessions with the organization Establish structure and methodology for measuring CX improvements, confirm trends and financial performance correspond to initiatives Conduct analysis and benchmarking to gauge World Class Customer Experience across industries and direct competitors; identify emerging customer experience trends, threats, and opportunities Provide support and guidance of Customer Feedback activities within the organization and externally (e.
g.
, customer focus groups) Ability to leverage both customer experience data (X Data) and Operational Data (O Data) to inform new, expectation-beating experiences Recommend, design, and conduct customer focus groups Manage survey platform in support of extensive survey program Analyze business data, experience behavior data, and customer data from a variety of data sources and tools to create and inform insights reports, intuitive dashboards & customer experience strategies 1st-year objectives (May be added to) Identify survey tool and process for implementation Design of Survey 80% of top accounts completed the internal survey Create a cadence of survey rollout and initiative improvement QUALIFICATIONS A minimum of 5 years of experience in Customer Experience, Data Analysis, Experience Design, or related fields is preferred Self-starter and strategic thinker with demonstrated ability to implement strategies based on competitive dynamics economic goals, and customer needs Strong analytical skills with a proven ability to identify trends, and patterns and formulate an action plan Experience with Data Analytics, Experience Design, and Reporting is critical Experience with setup, administration, and expansion of CX platforms, i.
e.
, Qualtrics Strong communicator with proven ability to deliver presentations at various s levels of organization Experience with CRM platforms and BI tools Job Type:
Full-time Shift:
Day shift Weekly day range:
Monday to Friday Work setting:
In-person Application Question(s):
Contact information; phone number and email address required.
Work Location:
In person Create and manage CX measurement framework and establish structure and methodology for measuring CX improvements Manage the VoC program, including translating data, trends, and qualitative feedback into action; work with leaders across all Eagle's functions (e.
g.
, Sales, Marketing, Customer Service, Delivery, etc.
) Guide and utilize detailed analyses and high-level pattern recognition to drive internal responses, initiatives, and performance Form strong, trust-based relationships with leadership and key stakeholders; ensure customer insight and feedback are incorporated into decision-making processes Manage vendor relationships to ensure strong partnerships and value to the business Collaborate in a cross-functional environment and build support across a complex set of senior stakeholders Administer and manage customer feedback library; conduct recurring read-out and brainstorming sessions with the organization Establish structure and methodology for measuring CX improvements, confirm trends and financial performance correspond to initiatives Conduct analysis and benchmarking to gauge World Class Customer Experience across industries and direct competitors; identify emerging customer experience trends, threats, and opportunities Provide support and guidance of Customer Feedback activities within the organization and externally (e.
g.
, customer focus groups) Ability to leverage both customer experience data (X Data) and Operational Data (O Data) to inform new, expectation-beating experiences Recommend, design, and conduct customer focus groups Manage survey platform in support of extensive survey program Analyze business data, experience behavior data, and customer data from a variety of data sources and tools to create and inform insights reports, intuitive dashboards & customer experience strategies Day shift Monday to Friday In-person Contact information; phone number and email address required.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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