Strategy and Insights Manager

Job Title : Strategy and Insights Manager

Duration : 12 months contract with potential for extension

Location : 100% Remote U.S.

Duties

• Serve as the subject matter expert within the CX organization partnering with international teams on all areas of customer experience insights by collaborating with internal analytics teams, conducting case reviews, voice of the customer, top contact drivers, pain-points, regulatory reporting and entity specific nuances.
• Be responsible for scoping and carrying out continuous CX improvement projects (process / policies / SOPs) and initiatives together with key stakeholders to improve overall customer experience
• Be accountable for building and maintaining CX processes to a quantifiable operational standard, ensuring customer satisfaction.
• Adept at using data and customer anecdotes (VOC) to identify opportunities for new customer facing features and provide those insights to product and engineering teams.
• Build strong relationships with team members in Product, Engineering & Design which will be used to advocate for improvements to the overall customer experience for your region.
• Apply strong business analytics skills to synthesize the voice of the customer, business goals, industry trends and technology into our goals and objectives for client success.
• Champion change management for process, policies and KBs (SOPs) to our front line CX agents
• Excellent Project manager and communicator
• Manage and prioritize a steady stream of content requests from multiple teams with short turnaround time

Skills

Education

NICE TO HAVE

French Speaking Candidate

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