CXO Insights Program Manager

CXO Insights Program Manager

The CXO Insights Program Manager will lead and coordinate medium to high complexity projects and ongoing initiatives to uncover insights about our customers that will drive improvements to customer retention, customer experience, and internal business processes. The program manager uses a variety of CX tools to facilitate their work but also maintains a high level of expertise in conducting, gathering, and sharing analyses.

• Coordinate and lead medium to high complexity CX requests, projects, or ongoing initiatives to uncover customer insights designed to improve retention, customer satisfaction, and customer experiences or business processes.
• Use a variety of tools such as Speech Analytics, NPS & CES results, primary research (working in partnership with market and user researchers), internal complaint logs, competitive analysis, and market/media monitoring to help identify internal and external trends to which product owners should respond.
• Work closely with Vertical Leaders, Product Marketing, and Product Managers to identify business goals, establish project scope, KPIs and provide actionable recommendations for improvements.
• Provide regular project updates to the CX team and Stakeholders, as appropriate. Structures results and recommendations that deliver unique insights and create compelling cases for change. Strive to bring CX to life in a positive way that effectively illustrates the emotional experiences of consumers.
• Maintain close and collaborative partnership with retention/renew analytics (NPS, Churn, and Customer Effort Score) and first impression teams to uncover customer/segment needs and experiences at various points in the customer lifecycle.
• Supports and helps to shape retention test ideas and strategies by complementing quantitative data with qualitative customer perspective to drive greater customer/segment understanding.

Qualifications:

• 8+ years of business-to-enterprise program advocacy or product marketing experience in the SaaS industry or with Technology Products.
• Experience with a broad range of communication and collaboration/social media platforms, and all G-Suite communications and collaboration tools.
• Customer-first mindset; brings new ideas on how to improve the customer experience.
• Proven track record in creating compelling messaging & managing cross-functional education programs, processes and procedures.
• Ability to manage and prioritize multiple concurrent projects from start to finish.
• Self-starter who proactively seeks out resources, conducts research, and aligns with stakeholders to create the best work possible.
• Excellent writing and storytelling skills that enable you to collaborate with the creative team to transform ideas and data into visually compelling content that are easily digestible and insightful.
• Strategic thinker who can quickly understand complex issues and develop the right solutions and content for the need.
• Ability to thrive and work well with the team in a fast-paced, ambiguous, and unpredictable environment.
• Strong verbal and written communication skills; excels at presenting to and getting buy-in from different audiences, e.g., company leadership, cross-functional team members, and customers.

Duties:

The ability to quickly turn around high-quality study plans and reports. Excellent communication, presentation, interpersonal and analytical skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization. Exceptional behavioral data-collection and analysis skills, e.g., designing, conducting, and analyzing all kinds of user data. The ability to manage ambiguity, work autonomously, and multi-task in an agile environment. Ability to meet ambitious deadlines and deliver high-quality work on schedule. Familiarity with internet-development technologies and tools. Preferred knowledge of speech analytic tools or other VOC methods. Experience with different CX tools and methods such as primary research, Net Promoter Score, and Customer Effort Score is very desirable. Requires ability to develop speech analytics tool queries and apply analysis techniques. Knowledge of customer journey processes (customer retention, customer service, reporting, etc.) is desirable. A deep understanding of customer needs through research (this could take various forms - surveys, customer interviews, focus groups, etc.). Love for uncovering treasures in a sea of data.