Customer Experience Resume Samples

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T Bergnaum

Tyson

Bergnaum

595 Sonia Vista

Philadelphia

+1 (555) 805 3488

595 Sonia Vista

Philadelphia

Phone

p +1 (555) 805 3488

Experience Experience

Boston, MA

Customer Experience

Boston, MA

Kuhlman, Cormier and Reichel

Boston, MA

Customer Experience

Provide direction to Top Sellers on how to improve their business performance on eBay (on Shop Features, Seller Dashboard, DSR’s, Shipping, Policy, etc.)
Campaign Development & Execution - collaborate with the solution strategy team to develop marketing and PR campaigns in the local market
Pipeline & Forecast Management - accurately manage sales reporting on opportunity qualification and sales forecasting
Develop metrics, dashboards and tools to provide insight and assess the success of our training strategies and methodologies
Develop metrics, dashboards and tools to provide insight and assess the success of our training designs and methodologies
Propose, share, and help provide strategies based on insights provided
Define and deliver effective metrics regarding outsourcer performance in relation to contracted services and develop vendor scorecards and dashboards

Chicago, IL

Customer Experience Partner

Chicago, IL

McDermott and Sons

Chicago, IL

Customer Experience Partner

Developing an account portfolio and achieving set targets
Hunt for leads and follow up on opportunities for new customers from lost or inactive accounts as well as regular accounts. This includes following up on campaigns and sales promotions
Successfully manage the negotiation process
Build strong relationships with External Client Managers
Handling of incoming customer services enquiries, with focus on quick and efficient issue resolution and exception management
Can build and maintains a strong network of customers
Successfully manages negotiation process

present

Los Angeles, CA

Head of Customer Experience

Los Angeles, CA

Zemlak-Hand

present

Los Angeles, CA

Head of Customer Experience

present

Actively participate in CES and Area Manager Dealer contacts to assist with improvements in target dealerships
Interact with sellers to create new education materials that increase transparency and create closed loop processes to improve seller trust
Work with global teams to understand root cause of performance challenges and drive a philosophy of continuous business improvement
Execute, manage, and analyze research for all Citizens Bank ($2 MM)
Execute and manage escalated problem resolution via office of the chairman, regulatory responsibility for continued implementation of customer complaint policy
Monitor and measure customer service initiatives and ensure objectives are included within performance management processes
Provide a monthly commentary describing our largest pain points and progress to improve

Education Education

Bachelor’s Degree in Business

Temple University

Bachelor’s Degree in Business

Skills Skills

Attention to detail: Strong attention to detail and can follow protocol
Demonstrates the ability to gain a basic understanding of the Infinity system and the associated call center systems
Demonstrates a good working knowledge of Windows and Microsoft Office, in order to successfully navigate through the multiple computer systems
Good mathematical ability and cash handling experience
Be creative with strong problem solving skills and the ability to succeed in a fast-paced environment
Leadership skills: Good interpersonal and leadership skills
Proficient in the English and Spanish languages, both written and oral
Proven ability to work well as part of an extended sales team
Successful history of net direct new business sales, with proven ability to consistently deliver against targets
Good written, verbal, and presentation skills

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15 Customer Experience resume templates

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Customer Experience Director Resume Examples & Samples

Senior stakeholder management at the business ExCo level and Group level
Managing key external stakeholders and regulatory bodies
Experience in working closely with Operations, Product & Proposition and Change to deliver improvements to customer outcomes
Experience of successfully integrating teams, delivering new concepts and strategies and of change management
Vision and Direction
Relationship/Partnership approach
Technical Skills and Knowledge
Problem Solving/Decision making
Quality, High Standards and Controls
Communication and Influence
Proven leadership and people management skills, including facilitation and relationship management, negotiation and commercial awareness, influencing and motivating skills
Good coaching skills to enable knowledge sharing across the business

Customer Experience / Service Analyst Resume Examples & Samples

Coordination of new Customer Service surveys as appropriate, system enhancements or upgrades, ensuring country input and feedback, and with support of technical email survey team. This includes leading the pilots for new surveys, supervision of new survey roll outs and oversight of implementation and BAU survey activity across the region
Coordinate Citiphone survey follow up actions for EMEA; provide BAU reporting as well as ad-hoc analysis around the survey/-s
Suggest improvements to and enhance surveys currently in place, as well as reporting capabilities (Confirmit Reportal)
Analyze & present survey results including weekly & monthly regional reporting
Ensure appropriate ownership and involvement from countries
Coordinate implementation of Quarterly reporting where appropriate
Coordinate vendor relationship with Confirmit for EMEA

Gcg Head, Customer Experience Management Resume Examples & Samples

Customer Experience Design at customer level
This role requires 15+ years of experience in Financial Services/ Service Industry
In depth understanding of key end to end process in financial industry for key products (sourcing, acquisition, initiation, activation, usage, redemption, authorisation, collections, servicing etc.)
Experience in client facing/ servicing role preferred
Experience in Product Management and P&L management for financial industry is a plus
Ability to promote positive work relationships with all departments; be the change agent. Adapt to change quickly
Exceptional interpersonal, communication, consensus building, influencing skills. Ability to influence peers, superiors & subordinates
Ability to make effective trade-offs that support the customer centricity, business strategy, profitability, and competitive advantage

Customer Experience Operations Manager Resume Examples & Samples

Create and champion strategies within each function (customer service/experience and omnichannel initiatives) that address short-term needs in each market while supporting a longer-term strategy
Within customer service/experience, serve as the champion of the customer, constantly improving customer experience to reduce the need for customer service; build a customer service infrastructure that delivers high customer satisfaction with a low expense structure
Within omnichannel, partner with each market to identify and execute initiatives that exceed customer expectations, with focus on both quick short-term wins (i.e., omnichannel marketing) and longer-term transformational customer experiences (i.e., click and collect)
Take a customer-centric approach to all initiatives, questioning assumptions and convention. Consider the business needs for the next 3-5 years, and builds towards that goal
Align goals and incentives across different functions, with focus on Logistics, Customer Service, Marketing, E-commerce and Store Operations teams; gather input from these teams as strategy is developed and anticipate impact on their teams
Conduct basic financial analyses to understand required investment, ROI, break-even points, etc. at the initiative level
Execute initiatives thoroughly and with high attention to detail; after completion, ensure programs sustainably and consistently run well
Measure program effectiveness through sales, customer satisfaction, expense reduction and other key performance indicators; ensure that results contribute to overall company sales, profitability and customer experience goals
Experiment constantly with new programs, creating a test-and-learn methodology where the organization is consistently learning and improving
Once ideas are proven, collaborate with local markets to determine if strategy can be leveraged in other geographies
Monitor unmet customer needs and competitive activities to ensure Uniqlo is delivering best in class retail experiences that delight the customer
Bachelor’s Degree in a related field
5-7 years of retail operations experience; online experience a must; strong preference for offline (bricks and mortar) experience, too
Experience within multiple operations functions, with focus on customer service, customer experience and omnichannel execution
Ability to understand the differences among customers around the world, with focus on specific solutions for each market (when necessary)
Operations mindset that can leverage structured thinking and problem solving to a broad range of operations and customer challenges
Ability to travel internationally, 6-9 times per year
Strategic thinker with excellent problem solving and project management skills
Basic financial skills to quantify expenses, understand return on investment, etc
Basic software systems knowledge and the ability to understand a technically-driven conversation
Strong attention to detail and results orientation; high work ethic and persistence to drive an initiative to completion; a “roll up the sleeves” attitude towards tackling a challenge
A highly motivated self-starter with a deep understanding of customers' needs, the product and the competitive landscape
Excellent communicator, and ability to build strong cross-functional relationships to understand incentives and ensure alignment
Ability to manage priorities and deadlines, and adapt to the ever-changing priorities of the Uniqlo business; move fast and lead organization to act fast
Anticipate customer needs and monitor competitive landscape, especially with respect to operations initiatives

VP Cross Channel Customer Experience Resume Examples & Samples

Leverage expertise, industry research, and data-driven decision making to build workable and winning strategies for continuous improvement and optimization of the sales and service customer experience
Coordinating with all online and offline marketing and branding activities to ensure a consistent end-to-end customer experience
Developing and implementing strategy for gathering customer feedback. Helping the team interpret and understand user feedback, and provide input for design decisions based on that feedback
Identifying key moments that matter for customers and ensuring the experience meets the expectations from customers for our brand
Partnering with cross- functional teams (Product Managers, Marketing, Legal, Compliance, Risk, Fraud, Operations and IT) to ensure that Business and Customer experience requirements are understood and appropriate execution and support strategies are implemented
Work across the organization to ensure operational readiness for marketing campaign support
Oversee specific aspects of internal capability development and delivery, including definition of the capability roadmap and customer experience, development of the business case, capability specifications and prototyping, as well as documentation of business requirements alongside business partners. Develop prioritization, identifies trade-offs, and resolves strategic issues and risks
Support the broad portfolio of initiatives by highlighting enhancements to existing capabilities as well as developing new capabilities or standalone pilots
Help drive go-to-market planning to ensure successful capability adoption and engagement
Leveraging consumer insights, metrics and research to build new Customer Experiences or enhance existing ones
Monitor industry research and competitor activities, with an eye to understanding TIAA’s position in the landscape and how to significantly improve it
15+ years experience in leading initiatives in Customer Experience Improvements, Customer Servicing Solutions
Proven track record of developing a customer-centric culture and building consumer-focused digital businesses in large, complex environments
Proven track record in leading, developing, and building high-performance cross-functional teams to implement creative, innovative, best in class solutions
Excellent organizational skills and ability to prioritize multi-tasks in a dynamic work environment
Demonstrated understanding of technology (e.g. CRM, Browsers, Mobile Platforms, Portals, Customer Service Solutions, IVR, ) and best practices for how to deliver an outstanding customer experience
Understanding of consumer behavior combined with creativity and nimbleness to deal with complexity and to quickly identify potential solutions and sources of value
Analytical and quantitative skills, including the ability to link design and features to strategic objectives and use hard data and metrics to back up assumptions and recommendations
Entrepreneurial, out-of-the-box thinker who is intellectually curious with a strong work ethic
The ideal candidate will have great empathy for the customer and end user, a sophisticated understanding of the competitive landscape and the ability to see what is essential and what is incidental
Unique customer focus and ability to apply a customer mindset to shape solutions and approaches and to realize marketplace potential/achieve financial goals

Dir, Customer Experience & Ops Resume Examples & Samples

Acts as the Voice of the Customer (VOC) in all programs and company efforts to ensure customer focus at both corporate and field locations
Designs Customer Experience improvements across the omni-channel customer lifecycle
Manages/leads innovative projects in Customer Experience leveraging emerging technologies to drive convergence of digital and physical experiences
Work with Customer Operations departments (Customer Care, Field Operations) to set customer engagement and response time principles and standards
Work with Market Research and Product teams to determine "Moments of Truth" for Customer groups, manage/lead projects to improve Customer Experience
Key stakeholder for Customer Insights and Analytics Team; leverages data to identify key opportunities for improving the customer experience and building customer loyalty
Manages and leads innovative Customer Experience redesign focused on people, process, data and technology transformation integration
Champions consideration of the third platform (i.e. internet of things)
Works cross-functionally with business partners to affect change via people, policy or system changes with the end-customer in mind
Influences end-to-end implementation of change, most notably in operations/retail locations
Manages and/or influences ad hoc teams of customer experience project professionals; drives focus, prioritization, execution and accountability for fixing the most impactful customer experience gaps
Partners with Marketing and Customer Service organizations to drive connectivity between customer experience/care/loyalty initiatives
Aligns key touch points with KPI measurement framework
Develops strategies and execution plans for delivery of a consistent and contiguous best-in-class customer experience throughout the entire customer relationship lifecycle
Designs comprehensive and cost-effective customer feedback mechanisms to ensure consistent improvement of product and service delivery
Establishes customer service standards to communicate Manheim’s value proposition and build customer loyalty
Utilizes performance data to evaluate and quantify customer service program effectiveness and recommends process improvements
Provides guidance to the operational and customer service activities of the organization with the objective of maximizing growth, efficiency and profitability
Drive operational effectiveness, efficiency and evolution in response to our customer and business needs
Work to build a team environment with strong morale, positive energy and a goal-oriented culture
Foster a positive business climate that cultivates successful partnership and collaboration across teams
Demonstrate the flexibility necessary to adjust to changing/additional duties and responsibilities as the markets and company changes
Support the development of a Customer Experience talent pipeline
Support the creation of a long-term strategy for a multi-site, multi-business operational model that creates one view of the customer and one solution for seamless delivery of services
Deliver programs to bring ‘Voice of the Customer’ to business decision-making
Develop and apply a thorough knowledge of the industry and competitive activity, both nationally and at the local level, translating this knowledge into appropriate plans and programs
5+ years of progressive business, management consulting, operations, customer service, call center and/or customer experience management
5+ years customer operations experience or customer experience consulting in a like environment with related activities
Demonstrated analytical ability and experience in understanding data and making information relevant and actionable across the organization
Demonstrated advanced communication skills (verbal, written and presentation) required
Proven experience presenting to, collaborating with and partnering with all levels of employees with a focus on Senior Leadership and the C-Suite level
Proven experience and ability to provide high-level approach to site management with both a quantitative as well as qualitative focus
Strong understanding of the operations of a commercial web site and call center
Proven experience and results of driving process change to enable teams to work more effectively
Previous experience identifying, communicating and inspiring an organization around the next generation of user experience and product offerings
Proven ability to implement, execute, multi-task and meet aggressive deadlines
Ability to travel based on business need is required (25-50%)
Bachelor’s Degree is required; MBA, or Advanced Degree in Customer-Focused Strategy or related field welcomed

Lofty Customer Experience Internship Resume Examples & Samples

Answering general questions about Lofty
Answering specific questions regarding account status
Some library research
Other project-based responsibilities as needed
Demonstrated interest in and enthusiasm for art and antiques, and technology
Motivated self-starter with an entrepreneurial spirit who can think independently and critically, take risks and participate in team brainstorming
Excellent phone manner
Experience working on a small, collaborative team
Strong written, communication and organizational skills
Strong Microsoft Word, Excel and Internet Research skills
Your own laptop

Customer Experience Professional Resume Examples & Samples

Manages the end to end customer engagement management with a global/regional reach
Provides Chief of Staff Support
Provides strategic and operational perspectives when preparing and delivering customer briefs (written)
Responsible for account relationship management and acts as the point of contact and leads collaborative efforts of cross functional teams to drive resolution of operational issues of highest complexity, in support of the customer/partner requirements
Build customer engagement metrics that provide monthly assessments and report on customer accounts of interest, identifies risk areas, and leads the development of solutions
Works on highly complex and strategic projects
Conducts post-project evaluations and provides recommendations for future enhancements
Leads operational performance reviews with senior management level and drives improvement plans
Consults and advises on strategic operational matters of highest complexity to internal clients up to the executive level
Leads and coordinates proactive communication
6-10 years of related experience, preferably in customer service, procurement, sales operations, supply chain management with extensive global/regional coordination
Superior communication skills (e.g. written, verbal, presentation)
Superior leadership, consulting, influence, and negotiation skills
Advanced understanding of core HP businesses
Mastery of Microsoft Office tools, particularly PowerPoint, Word, and Excel
Excellent project management, problem solving, and analytical skills
Ability to execute a project within the scope of overall strategies
Excellent ability to collaborate and network with other groups

Total Customer Experience Resume Examples & Samples

Work with service delivery teams and marketing team to build strong service branding in the market
Create & coordinate to implement service differentiating initiatives with meaningful ROI
Plan and fulfill service solution & service quality communication sessions with major account and industry customers
Represent service organization to work with PR and other resources on building effective mechanisms to avoid service related exposures
Conduct regular study of customer needs & driving factors of service NPS, and propose for relevant programs/actions
Collect channel voice and advocate for continuous improvement across service delivery functions
Initiate and host internal communication
Bachelor or master degree majored in marketing or business administration, etc
5 years working experience in sales or marketing areas
Strong understanding to customer needs of each segment, local market & competition
Good project management experience and skill
Hard working with teamwork spirit and can-do attitude
Good verbal and written English

Customer Experience Practice Manager Resume Examples & Samples

Direct a team of practice advisors and directly engage with customers, partners, and Cisco engineering teams to ensure that Cisco solutions meet customer needs
Define a comprehensive vision and Point of View on how Cisco can assist our customer's in transforming the way they engage and support consumers, patients, and business customers
Work closely with business leaders across Sales, Services, Product, and Partners to build and execute a Go-To-Market (GTM) plan for how Cisco's platform can enable customers to transform Customer and Patient experiences
Drive scale and brand relevance by mentoring field and partner, ISV OEMs and system integrator teams to ensure alignment of solutions with customer needs
Subject matter expertise on how Cisco's platform can assist our customers in transforming the way they deliver customer/patient experiences
Familiarity with 3rd party ISVs (Customer and patient Relationship Management Systems, analytics, etc.) and Implementation/consulting partners that are critical to delivering holistic "Customer Experience" solutions
Thought leader (through publication, presentation, participation in industry organizations/conferences, press, or standards bodies) on how technology can transform Customer/Patient experiences
5+ years sales management or related experience showing consistent ability to set and hit ambitious targets
Consultative solutions/business-value problem solving approach to engagements with C-Level and senior executive leaders
Financial acumen necessary to develop and present a comprehensive business case
Sales management experience for a technology provider, integrator or enterprise IT delivery organization
Strong communication and listening skills, a thorough approach to complex problem solving, managing to metrics and KPIs
15+ years IT industry experience

Customer Experience Lead Resume Examples & Samples

Assists in the delegation of work, determining the method of work, giving clear and concise direction, and follow up to ensure proper execution
Assist manager in motivating fellow employees, keeping them engaged and working as a cohesive team
Fosters growth and development of retail associates by supporting training initiatives
Assist with weekly and monthly auditing of ISP, Layaway, Hold, Case and Gift Cards
Provide legendary customer service every time by assisting customers by identifying and evaluating customers' needs, and making product recommendations based off of this analysis, by providing a legendary customer experience for every customer and promoting Cabela's programs including, but limited to CLUB Membership, Cabela's Xtreme Protection, Kiosk, VOC and In-Store Pick-up
Experience in the related field or outdoor lifestyle (Preferred)
Must have the ability to sell and evaluate the customers’ needs. (Required)
Ability to use good judgment and logic (Required)
Ability to provide superior customer service and exceed customer’s expectations (Required)
Must be able to read documents, printouts, reports, computer screens and other written communication
Must be able to hear well enough to communicate with customers and co-workers

Customer Experience Assoc Resume Examples & Samples

Owning the customer experience within the branch
Shifting Personal Banking customers to alternative delivery channels in alignment with the self-service strategy for this customer segment
Communicating with customers with tact and diplomacy and presenting a professional image for the branch

Intern, Rbwm-customer Experience Resume Examples & Samples

Head of Business Solutions
Portfolio and Project Managers
Dealing with all levels of personnel in a courteous and efficient manner and exercise discretion on confidential matters
Pverall minimum GPA of 3.0
Well-developed communication skills
Passion to share your opinions and ask relevant questions
Strong leadership capabilities
Active in the community/university
Ability to collate data; Strong command of software programs (Excel and Powerpoint)
Strong listening skills with the ability to probe for additional information
Work in a team environment, effectively influence and communicate across various business lines at difference levels cross the organization
Ability to handle multiple projects simultaneously, prioritize workload and adapt quickly to changing demands

Customer Experience Intern Resume Examples & Samples

Good computer skills: working knowledge of Microsoft Windows, Word, and Excel
Exceptional research skills
Professional demeanor and appearance
Passion for learning/learning agile
Attention to detail and excellent organizational skills

Customer Experience Teammate Resume Examples & Samples

Build and sustain an extremely high level of skills centred on sophisticated customer handling and superior communication
Express a significant capacity to troubleshoot all products related to the eBay & PayPal platforms and clearly offer solutions or recommendations
Provide a quick and thorough understanding of customer priorities & identify key improvement areas. Understand our customer needs & act with the customer in mind
Promote & encourage best practice on eBay
Provide direction to Top Sellers on how to improve their business performance on eBay (on Shop Features, Seller Dashboard, DSR’s, Shipping, Policy, etc)
Establish relationships and closely coordinate with your team, supervisor, manager and various departments to completely resolve inquiries

Customer Experience Data & Journey Manager Resume Examples & Samples

Partner with teams throughout Cards to scope and execute customer service journey based analysis that drives Cards strategy
Partner with Service Journey Owners and Reengineering teams throughout the customer experience analysis and design processes. Provide strategic thought leadership and ensure that experiences are designed with performance tracking in mind. Deliver analytics in support of key projects
Build and maintain customer service journey definitions that feed key customer experience analytical tools like ClickFox. Set up systems and processes to operationalize journey definition maintenance. Facilitate use of common journey definitions throughout Cards
Work with Journey Analysts to develop customer service journey maps and create journey archetypes. Establish journey mapping best practices and common standards that can be leveraged throughout NA Cards and globally
Help facilitate customer service journey based thinking throughout Cards and globally. Facilitate NA Cards and global transition to journey based thinking
Act as point person to Business Intelligence and Technology teams (internal to Citi) and ClickFox (external vendor) to ensure rigor around data quality and monitoring. Develop roles and responsibilities and help govern to ensure that they are being carried out with respect to utilizing the Customer Experience Analytics tool, ClickFox. Trouble shoot issues as needed
8+ years of experience in customer experience, analytics, marketing or financial services
Strong analytical skills and knowledge of analytics tools
Proven ability to understand complex business challenges and identify solutions
Proven ability to manage complex projects and cross–functional teams in a fast paced environment
Exceptional verbal and written communications skills.
Strength in data, communication, & strategy
Genuine passion for our customers' experience, intellectual curiosity and drive for constant improvement

VP of Customer Experience Resume Examples & Samples

Lead role in the execution of experience strategy and prioritization across all constituents that support the end-to-end cross-channel customer experience (including Digital) for Prudential Retirements key constituents: individuals, institutions, and intermediaries for all Retirement businesses
Engage in the end to end client experience solution delivery life cycle from innovation to delivery as needed
Play a critical role in driving an experience-based culture throughout Prudential Retirement which reinforces product and brand loyalty through exceptional customer experiences
Utilize data / research as well as knowledge of key competitors products and experiences in order to differentiate Prudentials experiences to win in the marketplace
Oversee and provide leadership to various work-streams (i.e. Retirement Experience Working Group, etc) in an effort to provide transparency at all levels of the organization
Modify design and development, as needed, through the diagnosis of success against intended results
Play a critical role in driving socialization and cultural change efforts within Retirement
Collaborate with other Business Owners and their delegates so that the needs of Prudentials various businesses align with the needs of Prudentials millions of constituents
Assume accountability as back up to the VP of Customer Experience & BU lead for interactions with the hub as well as within Retirement as needed
Participate in the development of Retirements annual operating plan and strategic planning process
Assist in the development of metrics for measuring results of experience initiatives & efforts
10-15 years experience in relate business/industry or CX related roles
Proven track record of experience in business transformational capabilities for CX (Customer Experience) and culture change strongly preferred. Has proven experience in digital channels that are necessary to create a holistic CX (Customer Experience)
Customer experience design and development preferred
Demonstrated proficiency and understanding of Individual, Institution, and Intermediary (Participant, Plan Sponsor, Intermediary) needs preferred
Experience/Understanding in how service delivery and operational functions play critical roles in experience execution
Exceptional leadership, decision-making and problem-solving skills
Exceptional communication & presentation skills both written and verbal
Ability to influence senior leaders
Ability to drive decisions through collaboration among various stakeholders
Ability to drive business results in a matrix management environment
Ability to stay the course under pressure
BA or BS degree; graduate degree preferred. Licensing not required upon hire; may be needed as position evolves

Senior Customer Experience Process Engineer Resume Examples & Samples

Identifies all key processes in support of customer experience goals
Collects data to identify customer pain points and identify their root causes. May recommend short term policy/process fixes and workarounds while long-term initiatives are developed
Analyzes and documents end to end current state processes through the lens of the customer and highlights redundant and/or unnecessary activity by the customer, pain points for the customer, and general process inefficiencies
Introduces “voice of customer” into the assessment of policies and processes
Develops future state processes that remove unnecessary touch points and eliminates pain points
Defines processes in support of customer experience goals
Participates in discussions on scope of project, definition of process and implementation
Develops policy and process change recommendations in conjunction with impact measures
Suggests new methods to improve customer experience and productivity
Anticipates potential pitfalls and proactively redesigns processes in order to prevent and/or eliminate them
Leads or assists business planning initiatives for customer improvement initiatives
Assists with program definition and project scope through impact assessment, process decomposition and policy analysis
Supports Business Case development, by detailing wins for customer
Researches best practices and industry benchmarks for customer experience

VP Head of Customer Experience Resume Examples & Samples

Employing best practice and the latest methodology, to understand and answer our customers’ needs
Defining and leading visionary customer experiences that put us at the pinnacle of customer-focussed design practices
Delivering expert communications to all levels of our team, from junior design teams to executive leadership
Presenting work, negotiating timelines and workloads, and inputting on the business strategy for digital projects and products
Analysing design team and external agency performance, to ensure the team is performing optimally
A high level of experience in user experience design and familiarity with international brands
Thought leadership and well-developed technical skills
An extensive background of work in user-experience design, either in-house or in an agency setting
The resilience to work with everyone, from junior team members to senior management
A passion for the benefits and impacts of user-focussed design
Application (30mins): On your application we'll ask for information like your contact details, education and work experience. You’ll also be required to upload a CV, so it's a good idea to have it ready
Interview: If your application is successful, we'll ask you to complete an online personality questionnaire. You’ll receive an email with a link to the questionnaire so that you can revisit it and complete when it suits you best. Once completed, we'll invite you to attend a face-to-face interview

Out Post Customer Experience Service Outfitter Resume Examples & Samples

Resolving customer questions and concerns in accordance with company guidelines via phone and face to face interaction. Processes returns, In Store Pickups, and other special orders such as Layaways, holds, and outdoor licensing. Researching orders, products, lost gift cards and rebates for customers
Provide legendary customer service every time by assisting customers in making buying decisions by identifying and evaluating customers' needs, and making product recommendations based off of this analysis, by providing a legendary customer experience for every customer and promoting Cabela's programs including, but limited to CLUB Membership, Cabela's Xtreme Protection, Kiosk, VOC and In-Store Pick-up
Assist in other areas of the store when business needs dictates, which may include, but not limited to: hunting, fishing, camping, footwear, clothing, gifts, archery, backend and cashier

Customer Experience Intern, Mapquest Resume Examples & Samples

Support Business Listings Lead by taking on independent projects
Author, manage, and promote help content & FAQs
Attend regular meetings with product managers to stay up-to-date with future product releases/fixes
Provide exemplary customer service on social channels
Focus on helping users have successful experiences with the entire MapQuest product quite
Build reporting to support product development process and identify trends in feedback
Troubleshoot, research, and escalate user-related issues to our Search and Data Ingestion teams with succinct detail and understanding of issue

Head of Customer Experience Resume Examples & Samples

Identify and support multivariate testing and customer insight to ensure that all Customer Experience design and improvements are supported by data, where possible
Engage with the Customer Insight team to make requests for relevant customer insight, and influence that work where there may be conflicting or complementary requirements
Ability to provide thought leadership for organisation on how customer experience can support delivery of business strategy
Expertise in customer experience and proven commercial record of developing customer facing strategies which drive customer tenure and revenue
Thorough understanding of tools and techniques used in customer management platforms, integrated marketing communications and analysis programmes (including Social)
Ability to communicate technical or data led information to Marketing & Sales teams in an engaging and informative manner
A history of delivering measurable improvements to business performance by continuously improving the customer experience

SVP, Customer Experience Performance Insights Resume Examples & Samples

Lead team focus on driving insights that greatly inform the NA Cards Customer Experience strategy and project roadmap
Develop a strategic plan to ensure that the Performance Insights team is delivering value to the organization thru the quality of insights and recommendations measured by customer impact and ability to take action. This includes the use of a Customer Experience Analytics tool, ClickFox, which aggregates customer touch points to create an omni-channel view of our customers’ journeys
Utilize best in class tools and techniques to bring data and information together to know the customer better than anyone, synthesize information available (both qualitative and quantitative) and formulate strategic recommendations
Manage production and strategic direction of the NA Cards Customer Experience Dashboard, a highly visible and critical communication tool to report on the “health” of the organization across key customer experience KPIs and cross-channel metrics, including NPS
Continuously improve the format, content and quality of the NA Cards Customer Experience Dashboard so that it continues to be a valuable platform for senior leadership as well as the organization at large. This includes evaluation core KPIs and metrics, customer journey definitions and prioritization as well as the form factor it is presented in
Responsible for packaging recommendation into presentations for highest levels of leadership in the organization
Ability to form strong internal partnerships and collaborate across lines of business
Strength in developing strategy and roadmap for implementation and success. Experience building our organizational assessment, needs and potential gaps to achieve success
Ability to synthesize information from multiple sources into a story that rallies the organization around our strategy and actions needed to execute it
Analytical strengths to lead the management of our customer experience analytics platform and interact with analysts and strategists across our franchise
Proven ability to lead, manage and evolve a high performing team
8+ Years of relevant experience

Analyst Metrics & Measurement Customer Experience Resume Examples & Samples

Preparation of sales performance analytics and reporting
Generation of data extracts from CRM Customer Experience Datamart to feed the periodic reports issued by Metrics and Measurement team
Build and maintain SAS EG and MS Excel processes to generate Metrics and Measurement regular reporting
Generation of data extracts from Sales Platform and Financial reporting to support regular and adhoc performance reports
Establish and maintain successful working relationships with other teams/departments in order to obtain their input/data on time for reports when necessary
Reconcile report differences as required
Respond/investigate inquiries regarding the reports from countries and other users
Document all processes related to the production of the regular reporting
Support the design and on-going sustainment, validation and enhancements of the IB Customer Experience analytics database
Assist in maintaining data/system integrity, and work with appropriate parties to resolve discrepancies/issues
Facilitate the access and support of all users to the IB Customer Experience analytics database
Analyze key sales performance and retail indicators for business intelligence support on decision making
Support Divisional initiatives through the development of tracking/reporting solutions and the delivery of data and analytics
Review, prioritize and respond to inquiries/complaints/requests for information from IB Retail & Small Business teams and other IB Partners
Strong analytical skills and attention to detail
Ability to work independently in a fast paced environment
Strong data management skills. SAS EG technical and practical knowledge is an asset
Knowledge and understanding of branch sales and service environment and processes
Advanced Microsoft Excel skills
Excellent Computer skills and an awareness of the current technological environments

Manager of Omnichannel Customer Experience Resume Examples & Samples

Aggregate customer feedback and weekly delivery of Net Promoter Score (NPS) Executive Report
Call and/or email customers that respond to our NPS Survey and request to be contacted. Make independent decisions about how to respond and solve customer problems, and track Executive Committee responses to customer complaints
Help to manage Bloomingdales.com customer complaints from the corporate offices and coordinate with all parties needed to reach resolution. Some customer communication will also be social media-based
Lead Customer Service Phone, Email, and Chat Calibrations
Update Customer Service Management and Agent Teams on website enhancements and issues
Support Customer Experience Manager in developing business cases for project prioritization. This will include evaluation of all facets of a project such as customer satisfaction impact, cost savings, revenue generation, technological capabilities, resource constraints, etc
Follow-up with Business Owners to ensure and enforce that improvement commitments and investigations are on track, whether internal to Bloomingdales.com or corporate partners (Logistics, Credit/Customer Service, etc.)
Maintain regular communication with Credit/Customer Service on initiatives to improve Contact Center Agent training, brand knowledge, and brand immersion
Challenge the Customer Experience Manager when a policy or process does not seem to align with our goal of optimizing customer satisfaction
Analyst will occasionally travel to Contact Center Sites within the Unites States to conduct Agent Focus Groups, and observe live customer phone calls and chat sessions
Ability to travel (about 10%)
Minimum of three years' experience in an e-commerce / retailing environment focused on business improvement
Experience with fashion/apparel is a plus
An expert/highly proficient in Microsoft Office Suite
Extremely organized and results focused
Ability to adapt to changing work & business priorities
Ability to challenge the status quo by asking questions and providing insite and solutions

Customer Experience Expert Resume Examples & Samples

Elicits and records customer information and inquiries, following prompts from a computerized system.-Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse
Saves and retains Comcast customers by identifying reasons for disconnect requests and overcomes concerns in an effort to retain customers. Utilizes skill set, including troubleshooting and billing knowledge, to ensure the customer retains service
Demonstrates ability to establish and maintain effective relationships with customers, delivering the Comcast Quality Experience (CQE.)
Trends all calls to identify the reason of the call and provides solutions to prevent repeat issues
May perform customer service specialist duties such as customer follow-up on disconnect request
Communicates with customers in a professional manner in all situations while setting clear, concise and accurate expectations for issue resolution
Listens, builds rapport and displays empathy when assisting internal or external customers
Participates in supervisor/mentorship program, leadership development
Displays exceptional reliability in attendance and punctuality in accordance with the work schedule and shift

Customer Experience Administrator Resume Examples & Samples

Transcribing all of our customer comments and NPS rating
Collating this information together for the Customer Experience team
Available to work on a casual basis

Gcg-regional Head of Customer Experience Resume Examples & Samples

Lead the delivery of Remarkable customer experiences across Citi’s Consumer Bank through
Strong leadership skills with an ability to manage and motivate large teams
A passion for delivering excellence in all aspects of the consumer experience
A good understanding of retail financial services
Experience in mass market consumer products or services would be an advantage
Very strong business planning and strategic skills
High level of energy, with strong collaboration and persuasion skills
Comfortable operating in a large, multicultural and “matrixed” organization that is geographically dispersed

Gcg-head, Customer Experience Management Resume Examples & Samples

Customer experience design at customer level
This role requires 15+ years of experience in Financial Services/Service industry
Experience in client-facing/servicing role is preferred
Experience in Product Management and P&L Management for a financial industry is a plus
Ability to promote positive work relationships with all departments; be the change agent, adapt to change quickly
Exceptional interpersonal, communication, consensus building, influencing skills; ability to influence peers, superiors and subordinates
Effective written and presentation skills
Strategic and analytical skills
Ability to make effective trade-offs that support the customer centricity, business strategy, profitability and competitive advantage

Director of Customer Experience Resume Examples & Samples

Agreements, Productivity, Quality, NPS, Escalation Rate and Contact Rate
Monitor costs and losses across the APAC operations teams
Teach direct reports to become “Ultimate Hosts” as leaders for their own direct reports
Ability to look at each problem or data set from many different angles to find innovative and simple solutions
Embrace the adventure with Peers, Partners, and teams and use superior communication skills to cultivate professional relationships with Key Partners
Use innovative channels of communication to keep teams up-to-date with day-to-day changes in expectations and goals that are relevant to their roles

Customer Experience Team Lead-portuguese Resume Examples & Samples

We are only looking at candidates who are fluent/native speakers of Portuguese AND English
A Team Lead’s role is vital to the success of the Global CX team and to Airbnb reaching its mission. A Team Lead achieves success when they have a highly motivated team that delivers strong consistent results and their customers are loyal followers of our brand. This is achieved by focusing their efforts in 3 main areas
Accountable for managing and meeting the metrics of their team: NPS, Losses, Productivity, QA, as well as adherence to company policies and schedules
Performance management: own the team and individual performance targets; drive for results; celebrate team and individual successes
Let Specialists know where they stand with clear, timely and direct performance feedback
Take quick but fair action on underperformance based on guidelines created by Talent
Collaborate and network with peers to help drive performance goals, employee engagement and leverage strengths among the group
Detail Oriented:Ability to see the big picture and create a vision for the team, then zoom back into the day-to-day details of the operation to set clear and actionable goals
Customer Orientation: Knows what our #1 priority is and keeps the customer in the front of their mind and their team’s mind. Answers escalated customer contacts personally or can delegate to the appropriate Specialist. Sets and meets personal monthly solutions/day targets
Develops Team Members:Coaches others how to be the ultimate “Host” to each user’s experience; coaches Specialists to continually develop and progress in their role and career
Communication/Interpersonal Skills:Communicates effectively and professionally; “Simplifies”; builds credibility across the organization by building collaborative and positive relationships, being approachable and following through on commitments
Subject Matter Expert: have a good understanding of non Trip/Trip workflows and escalation processes as well as all systems, tools and reports to performance manage a CX team effectively
Excellent people management, leadership and customer service skills
Demonstrated experience managing multiple initiatives on top of managing the direct reports
Experience recruiting customer facing roles
Min of 5 years of related management experience within a customer service environment, or similar role
Ability to manage multiple channels (phone, email, chat) and programs with solid metrics skills
Hands on leader, be innovative and a positive motivator

Customer Experience Operations Manager Resume Examples & Samples

Communicate the vision of Airbnb and translate it into meaningful and clear goals for Leads and Specialists; ensure entire team sees the impact of their contribution to the big picture
Let Leads know where they stand with clear and direct performance feedback, even when it is difficult; help them improve as leaders and operators, have meaningful career conversations and take quick but fair action on underperformance
Oversee performance management and career development of entire team; hold Leads accountable for regular performance assessment and actively participate in performance improvement planning and career development activities
Trust Leads to keep the team running on a day-to-day basis, while keeping an eye on the big picture; ensure team make-up, workload and structure are working in support of broader team goals
Maintain ultimate responsibility for recruiting, onboarding and training of all team members, in partnership with Leads, Workforce Management, Talent/Recruiting and Training
Ensure your Team and 1:1 meetings happen like clockwork at an appropriate frequency and are productive and focused. Lead with a Host mindset by always being available for questions, concerns or ideas
Define the strategy and direction of the team, in support of Airbnb and Department goals and direction; Translate strategy into actionable goals and initiatives
Work closely with WFM to ensure staffing and other needs are met based on data and analytical information; Work closely with Shared Services to ensure projects, tasks and resources are allocated appropriately and the team is leveraged to execute the strategy and best meet customer needs
In collaboration with Leads, Specialists and the Customer Voice team, identify opportunities and advocate for product improvements and/or tools that support the team’s strategy and the needs of the customer
Regularly assess risks and opportunities and question how the team is working; Understand best practices, drive for process improvements, and find new ways of operating, with a focus on simplification
Collaborate with Leads to solicit feedback and inform the team strategy; influence larger department strategy by providing input to the leadership team
Ensure completion of requests of your team by required deadline; follow through on commitments made at all levels and be accountable on behalf of your team for Getting Stuff Done
Lead and/or participate in projects outside of this scope, often company-wide; these projects may be assigned by leadership or identified and advocated for by the OM
Strategic ThinkingandDetail Oriented:Able to see the big picture and create a vision of a better future; then zoom back in to the day-to-day details of the operation to set clear and actionable goals
Customer Orientation: Knows what our #1 priority is and keeps the customer in the front of their mind and their team’s mind. Answers customer contacts personally, sets and meets personal monthly solutions/day targets. Someone you trust to handle difficult customer situations and meet customers in person
Innovative:Is a “Cereal Entrepreneur,” who solves problems with creative solution, is resourceful, and is driven to find new ways to achieve the impossible
Develops Leaders:Teaches others how to be the ultimate “Host” to each employee’s experience; coaches leaders to understand the whole person, respect individual needs, and help employees grow personally and professionally
Communication/Interpersonal Skills:Communicates effectively and professionally on projects, updates and requests; “Simplifies”; builds credibility across the organization by building collaborative and positive relationships, being approachable and following through on commitments
Inspiring Teams:“Champions the Mission” of Airbnb to help the team understand how their work contributes; knows what matters to each member of the team and motivates them in a positive, personal and compelling way
Analytical Skills:Is able to dig into the details of the data, but also zoom out and see the bigger impact. Knows that “Every Frame Matters” and thinks of all implications before perfecting and implementing every idea
Excellent leadership and customer service skills
Proven ability to manage the daily operations of a Customer Experience Contact center of at least 100+ FTE
Demonstrated experience managing multiple projects at once to allow for the organizations continued growth
10+ years of related management experience within a contact center environment

Head of Customer Experience Resume Examples & Samples

Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Quality, NPS and Contact Rate
Work with global teams to understand root cause of performance challenges and drive a philosophy of continuous business improvement
Monitor costs and losses across the NA CX team
Develop Leaders: Teach direct reports to become “Ultimate Hosts” as leaders for their own direct reports
Inspire Teams: Champion Airbnb’s Mission to help teams understand how their work contributes to end goals. Work with direct reports to create team cohesion and fulfillment
Strategic Thinking and Analytical Skills: Ability to look at each problem or data set from many different angles to find innovative and simple solutions
Entrepreneurial Spirit: Ability to take what is available and build a fort with it; it’s not a problem, it’s a challenge
Financial Prowess: Be a cereal entrepreneur and ensure that we are using our resources to the best result possible. Show skills in managing budgets and handling forecasts
Simplify: Able to see through complexity to find best path forward
Communication/Interpersonal Skills: Embrace the adventure with Peers, Partners, and teams and use superior communication skills to cultivate professional relationships with Key Partners. Use innovative channels of communication to keep teams up-to-date with day-to-day changes in expectations and goals that are relevant to their roles. Be an inspirational leader that can infuse enthusiasm within the team
Minimum 10 years senior management experience in an operations role
Experience leading customer operations teams of 100+ employees
Track record of results and strong leadership

Customer Experience Lead, South Korea Resume Examples & Samples

We are only looking at candidates who are fluent/native speakers and writers of Korean (in addition to English)
Utilize CX resources, such as QA, Talent, Analytics and Training to develop Specialists and support team objectives
Innovative:Is a “Cereal Entrepreneur,” who identifies and solves problems with creative solutions, is resourceful, and is driven to find new ways to achieve the impossible
Flexible and Adaptable:“Embraces the Adventure” of an ever changing organization by being flexible when focus shifts and re-prioritizing with a positive attitude
Inspiring Teams:“Champions the Mission” of Airbnb to help the team understand how their work contributes; knows what matters to each member of the team and motivates & recognises them in a positive, personal and compelling way
Proven ability to manage the daily operations and performance of a Customer Experience team of 15 members
Exposure to managing performance through NPS metrics, productivity metrics (calls / emails per day), using and analysing available data
Experience with multi-tasking in a hyper-growth environment
Presentation skills and comfortable using Excel & Keynote
Bachelor’s Degree required
Legally authorised to work in South Korea

Customer Experience Knowledge Management Specialist Resume Examples & Samples

Maintain internal knowledge platforms, such as wikis and enterprise knowledge management systems
Write and review knowledge content, such as workflows, guideline documentation and other content types
Triage and respond to content and workflow feedback from across the organization
Ensure knowledge management (KM) initiatives and content changes are rolled out to the right audience, using various communication mediums
Build and maintain key relationships with CX, Partners, Training, Quality, and Business Process teams
Manage complex sets of data and content bodies, ensure the right support content is mapped against the right user issue categories
Contribute to the KM roadmap to keep up with quickly changing business needs
2 years of post-graduate experience in operations
Demonstrated ability to get cross-functional consensus and collaboration
In-depth knowledge of customer service and contact center operations; proven ability to think like a customer and understand agent behavior
Experience working in a multi-cultural, multi-lingual global organisation
Familiarity or experience with Content Management Systems (ex: Adobe, Oracle soutions)
Ability to prioritize tasks and work autonomously in a fast-paced environment
Experience in process and content management a distinct plus
Experience in CSS, HTML, JavaScript a plus
Familiarity with Atlassian tools (Jira, Confluence) a plus
Familiarity with Localization challenges and best practices a plus

Customer Experience Payments Specialist Resume Examples & Samples

Process/manage payments and line items including charges, refunds, adjustments, misc credits and payouts
Communicate with third party processors and track payments/payouts with our third party processors, WorldPay, Paypal and Braintree
Understand how foreign exchange rates work, and assist customers with related inquiries and troubleshooting
Execute currency settlements
Perform Payments related tasks including fixing reservations retroactively and triaging the inboxes
Strong analytical skills and ability to recognize patterns
Exceptional interpersonal skills and ability to diffuse stressful situations/upset users
Ability to do arithmetic and simple math
Fluency in English and one or multiple of the following languages: Japanese
MySQL is a plus!
Candidate must be located in Singapore

Customer Experience Analytics Specialist Resume Examples & Samples

Provide quantitative analysis and insight into call centre cost and customer experience drivers. This analysis will be used to support program roadmaps, project delivery teams, and overall customer experience strategy
Develop and manage financial business cases and forecasts to prove the viability of new initiatives
Partner in the vision, design and delivery of large-scale cross functional programs, involving change management and systems implementation, from concept to execution
Engage and Influence senior management and executives through all project phases to ensure alignment and adoption of deliverables
Create and deliver compelling strategic presentations to provide project status updates to senior management and executives
Demonstrate strength and build experience in the following areas
Strong analytical skills with the proven ability to develop viable financial business cases and forecasts
Passion for uncovering business needs, identifying opportunities, and aligning efforts to ensure timely implementation
Experience in creating strategic presentations to executives and senior management to provide project updates, obtain approval for financial support or changes to project design/scope
Ability to understand complex dynamics of working with multiple stakeholders with divergent interests
Proven conflict resolution skills
Technically inclined with a thorough understanding of the telecom/technology space as well as current market trends
Fully proficient in MS Office suite
Working knowledge of SQL (ability to write queries a must) and SAS (would be a great asset)
Bachelor Degree in Business, Science, or Engineering considered an asset

Customer Experience Platform Manager Resume Examples & Samples

Provide the support necessary to current users of our Medallia CX tool and onboard new users. That includes training, answering questions and managing necessary tasks like activation
Oversee the development, growth, and adoption of the new CX program within Vail Resorts
Ensure customer survey data, feedback system architecture and reporting/dashboards are current, accurate and structured in a meaningful manner. This includes data accuracy and governance, working with IT, and working with users
Manage the relationship with Medallia on an ongoing basis to ensure that our program is always of the highest quality. Use both quantitative and qualitative data to assess Medallia’s performance, and implement changes as needed to improve
Analyze and identify ways to link customer experience data analysis to operational improvement and business growth
Champion the CX program by sharing success stories and helping others see the benefit
Identify how the CX program should evolve including leading the completion of new Medallia capabilities

Manager of Omnichannel Customer Experience Resume Examples & Samples

Thoroughly evaluate and analyze the Net Promoter Score (NPS) survey, partnering with the Director of Omnichannel Customer Experience evaluate those areas that are targeted as key satisfaction components
Serve as point of contact and system/survey owner of the Foresee website satisfaction survey. This includes making revisions to the survey to satisfy business owners’ requests for information, providing regular cadence of reporting/making recommendations to the appropriate stakeholders and participate in implementing strategies as needed to address the key issues impacting scores
Monitor Central Credit/Customer Service call volume by reason type and analyze opportunities for improvement in conjunction with the NPS feedback. Partner with Central Credit/Customer Service and Finance on future projections based on the schedule for implementing recommended changes
Maintain a tracking system of each improvement commitment and a timeline, keeping the improvement owner on track, whether internal to Bloomingdale’s or corporate partners (Logistics, Credit/Customer Service, etc.)
Represent Bloomingdale’s interests during Quarterly Partnership Meetings with Bloomingdale’s, Macys.com, and MCCS. Surface key customer issues that require cross-brand partnership and build strong opportunity assessments to prioritize projects
Maintain regular communication with Logistics and Credit/Customer Service regarding NPS analysis and status updates on ongoing initiatives
Help manage all Bloomingdale’s escalated customer complaints directed to the corporate offices and coordinate with all parties needed to reach resolution. Ensure all complaints are resolved to the customer’s satisfaction while maintaining a tracking system of the root cause of each complaint
Travel to Mason, Ohio, Tempe, AZ and Cheshire, CT periodically to meet in person with business partners and understand first-hand the day-to-day operations
Minimum of five years’ experience in an ecommerce / retailing environment focused on business improvement
Must be highly proficient in Microsoft Office Suite
Strong relationship-building skills and an ability to engage in collaborative decision-making

Customer Experience Lead-banana Republic Resume Examples & Samples

Demonstrated ability to deliver results through motivation and accountability
Ability to communicate well with others and provide clarity to the team about the vision and day-to-day tasks
Has a understanding of the business, and a drive to apply knowledge to help impact the business

Customer Experience Operations Manager Resume Examples & Samples

Enable the team to meet and exceed metrics expectations. Support Team Leads to understand what levers to pull on their teams to improve outcomes
Collaborate with Team Leads to assess metrics-based goals; consistently drive teams toward higher performance and quality expectations and hold individuals accountable
Work with Quality Assurance team and NPS programs to ensure analysis is consistent and regular
Monitor costs and losses incurred by managing team’s contribution to the greater Customer Experience budget
Proven ability to manage the daily operations of a Customer Experience Contact Center of at least 100+ full time employees
Ability to manage multiple channels and programs with solid metrics
Strong analytical skills; Ability to leverage data to lead projects forward
Excellent leadership, communication, and customer service skills
Track record of being a hands-on, innovative, and motivational leader

Customer Experience Lead-english Team Resume Examples & Samples

Ensure employee happiness by creating team connection, communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth
Act as primary owner of team workflows (how customer issues are routed and resolved); have a working knowledge of all workflows and train and coach employees to ensure they are followed
Stay connected to the customer by spending at least one hour/week working on tickets and handling occasional escalated issues
Drive team to meet and exceed metrics expectations; understand how to leverage the team to improve outcomes and take action to meet goals

Customer Experience Payments Lead Resume Examples & Samples

Ensure employee happiness by creating team connection, communicating direction and goals, providing regular performance and developing members of the team to ensure career growth
Keep up with day-to-day management duties such as scheduling, shift approvals, team and one on one meetings, and answering basic HR-related questions (pay/benefits, etc)
Act as primary owners of workflows (how customer issues are routed and resolved); have a working knowledge of all workflows and train and coach employees to ensure they are followed
Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externally
Understand the top user issues and make recommendations to improve Airbnb products and policies
Stay connected to the customer by spending at least an hour/week working on tickets and handling occasional escalated issues
Accountable to the overall metrics of the team, including productivity, quality and efficiency
Drive team to meet and exceed metrics expectations; Understand what levers to pull to improve outcomes and take action to meet goals
Able to balance and prioritize the above based on seasonality and the needs of customers, team and Airbnb
Ensure completion of all requests of your team (i.e. surveys, metrics requests, etc) by required deadline
Stay connected with key teams (Product, CV) and leverage ideas and suggestions in order to create efficiency for our product
Work closely with Legal and Head of Compliance to ensure PCI compliance throughout the teams
Understand needs of other CX Teams and work together to provide the appropriate coaching and content

Customer Experience Manage Resume Examples & Samples

Oversee customer choreography and act as primary lobby leader
Fully comprehend the training for all Bank applications i.e. TPT, Salesforce, Branch Capture
Recognize additional products or services that fit the customer’s needs
Comply with service values, Brilliant! at the Basics
Promptly acknowledging customers in a friendly and professional manner
Simplify, understand and guide customers while using superior customer service principles
Working to in-depth knowledge of state and federal laws and regulation related to Fair Lending and other applicable regulations
Strong independent judgment and decision-making skills
Proven management skills
Personal Banking products/services and commercial deposit products
Compliance training
Proven or strong aptitude for sales skills

Gcg-customer Experience Management, VP Resume Examples & Samples

Sustain a Values–Based Culture through Power of One
In one or more of the following disciplines
Customer Service & Quality Management
Ability to work at both strategic and tactical / operational levels
Exceptional interpersonal and communication skills
Ability to promote positive work relationships with all departments; be the change agent
Ability to think clearly, analyze and resolve problems with good judgment
Ability to adapt quickly
Ability to direct staff performance, coaching and development
Create a positive and high-morale work environment
Ability to provide training as it relates to the job function

Customer Experience Love Specialist Resume Examples & Samples

Assist Global Customer Experience Team & support WhiteGlove/VIP Team
Contribute to improve internal processes & workflows
Bring creative ideas to the table and raise the bar when it comes to delivering a magical experience
Be the eyes and ears for local and regional vendors and gifting trends
Go on special missions when needed example: World Cup, SXSW
Serve as POC & decision maker for escalated and sensitive situations
Document every touch point with customer in our tracking system, currently within Lantern
WhiteGlove/VIP Support
Assist guests with booking assistance - searching, messaging hosts, coordinating check-in
Respond to internal-inquiries and give updates to Comms, Founders, Marketing & Management
Keep the Customer Experience stand alive, through weekly host experience events and managing the cards writing station
Exceptional written and oral communication skills (professional grammar and tone)
Speaker of more than one language preferred
Thorough understanding of Airbnb policies and product
Proven track record of exceeding goals, going above and beyond
Strong understanding of the vacation rental, travel industry
Service or Sales Oriented background
Amazing interpersonal skills and ability to handle difficult people & stressful situations creatively
Professional and Discreet
Very well-organized and able to handle large amounts of data– Excel/GDoc spreadsheet experience is a plus
Ability to manage time and work independently
Ability to think critically and make strategically sound, cost-effective decisions
Flexibility with time and schedule
Plus for experience with events or VIP services

Director of Customer Experience Resume Examples & Samples

Leadership:Serve as internal Customer Experience expert. Bring knowledge from prior experience, keep a pulse on industry trends, and share these insights with the team to benefit the NYT business. Continuously identify areas of opportunity, think of new and out-of-the-box programs, all with the goals improving customer satisfaction and retention. Champions cross-functional projects and flourishes in a collaborative environment and builds strong working relationship with colleagues across the organization. Oversees team of professionals at various levels of experience and tenure and provides ongoing feedback and mentorship and helps team meet business and development goals
Voice of The Customer: Develops a program for collecting customer feedback from various sources – call center, online comments, social media – and translates that data into actionable outcomes. This person has an ability to disseminate information clearly throughout the organization, and is able to deliver potentially sensitive and negative customer feedback in a constructive and professional manner
KPI Development:Define and benchmark KPI’s that measure customer satisfaction. Partner with Customer Insight Group to establish ongoing Customer Satisfaction and NPS measurement programs and benchmarks across channels – call center, on site, etc. This person will identify new vehicles and methods for measuring customer satisfaction and will incorporate those learnings into future marketing and product plans
Improving Customer Experience: Partners with colleagues throughout the organization – Care, Marketing, Product, Advertising, Technology, Legal – to advocate for the customer and ensure a best-in-class experience for all of our readers that is befitting of The New York Times brand
Influencing Change: Serve as a catalyst for change throughout the organization based on customer feedback and sentiment. This person has the poise and confidence to challenge the norm and advocate for change on behalf of our customers. This person will help shift our culture to one of customer centricity in everything that we do
Call Center Quality:Re-imagine call center quality process to ensure consistency across business units, accuracy and integrity by the agents, and to measure customer satisfaction in addition to compliance measures
Budget Management: Manage financial forecasts around customer growth and expenses. Ensure optimal use of expenses to meet business goals at positive ROI
Requires quarterly travel to contact centers in North Carolina and Iowa
Bachelors degree required, MBA preferred
8+ years relevant work experience in customer experience, retention marketing, consumer marketing, and / or subscription management
Experience interpreting and acting upon customer research, satisfaction metrics and measurement tools
Data-driven individual who is comfortable with data and technology and can lead meaningful dialogue with product and technology teams
Poise, maturity and interpersonal skills to deal professionally and collaborate across functions and internal stakeholders
Proven strategic thought leadership and demonstrated experience driving innovation and change
Leadership skills – demonstrated ability to manage high-performing teams and develop cross-functional working relationships
Strong problem-solving skills – approaches problems logically with a solution-oriented mindset and with good judgment to provide the appropriate customer outcome
Demonstrated ability to influence, manage, and present ideas via excellent clear written and verbal communication skills
Strong project management skills including ability to manage multiple priorities at once, build relationships and work effectively with internal and external partners
High degree of initiative and results orientation with a strong attention to detail. Proactive self-starter who sets priorities, takes on new projects and drives deliverables to execution with full accountability and a can-do attitude
Experience working with call center and/or customer service organizations required.Direct Response Marketing experience in a B2C environment a plus
Experience managing others and ability to develop talent

Customer Experience Senior Analyst Resume Examples & Samples

Lead the analysis and reporting around customer feedback from the CX systems (Medallia) with the goal of identifying opportunities to improve customer experience, satisfaction, and loyalty
Analyze and report on NPS and customer satisfaction data gathered through an online CX platform (Medallia)
Align and analyze customer feedback data and research data to make actionable recommendations for changes that will improve the customer experience
Partner with and advise Operations Managers, Marketing, User Experience, and Research, etc. on customer needs, trends, and focus areas
Ability to analyze data and extract the most salient points that provide important insights, telling a story based on the data
Use modelling and statistical techniques to identify relationships within CX data sets and establish causal relationships between customer experience and business performance
Use data visualization tools, such as Tableau, to portray CX data and analytics in simple yet visually compelling and impactful ways

Data Analyst, Customer Experience Resume Examples & Samples

Create and report on the efficiency of AOL’s sales process by establishing and tracking KPI’s, insights and reports
Develop and maintain quote-to-collect end-to-end reports on sales process performance, trends and operational health for top management, and to drive project prioritization
Design, develop, test, automate, and maintain reporting through various coding languages and web based reporting tools
Contribute programming solutions that create efficiency and further push the technical aptitude of the Customer Experience team
Troubleshoot, track, and investigate data related issues
Maintain knowledge of current digital advertising industry trends in order to implement relevant operational metrics related to our programmatic, display, mobile, and video advertising businesses
Support team members with technical guidance and tools for reporting projects
Passionate about data and automation
1+ year of experience in a related analytics or developer role, digital advertising experience a plus
Proficient in Microsoft Excel including experience with VBA
Track-record of improved business results driven by candidate’s data analysis and insight
Ability to translate analytically-driven insights to actionable recommendations for Sales, Tech and Product organizations
Strong communicator who can partner with a diverse set of technical and non-technical stakeholders
Extremely organized and capable of managing, tracking and troubleshooting multiple projects simultaneously in a fast paced environment
Bachelor’s degree in Computer Science, Mathematics, Statistics, Economics or Finance preferred
Any similar, relevant combination of education and experience

Cards Customer Experience Rewards Journey Team Lead Resume Examples & Samples

Lead team to identify, consolidate, and integrate customer and business needs, market trends, and customer insights to prioritize needs and evolve product roadmap that will deliver remarkable customer experiences and capabilities to our customers
Partner with Market Research to define and implement customer research/customer co-creation, prototyping and testing to gain insights and identify customer needs and solutions
Partner with Product Rewards team to design optimal rewards experiences both in need to have and innovative approaches
Support partnerships with global and regional consumer stakeholders and with global channel teams to evolve, integrate, align, prioritize, and represent business and customer needs
Interface with Legal, Compliance, Risk, and ensure strategies and execution for the set of features under their control are delivered flawlessly and meet key compliance, risk, and control need to protect both our business and customer interests
Passion and knowledge of digital ecosystems and digital customer experience best practices across desktop, mobile, and tablet. Knowledge of mobile first principles a plus
Customer Centric and an engineering mindset. Significant experience using customer centric research and customer analytic tools (i.e., Voice of the Customer, NPS, Opinion Lab, Usability labs, Market Research) to identify customer mindsets and solutions
7+ years experience in Financial Services and/or Credit Cards

Temporary Executive Assistant to SVP of Omnichannel Technology & Customer Experience Resume Examples & Samples

1) Manage all scheduling functions in Outlook including coordinating calendar availability across multiple attendees, booking conference rooms, managing incoming invitations, moving meetings as needed and settling schedule conflicts based on prioritization
2) Ownership for regular kitchen supply ordering and daily replenishment from backstock
3) Preparing meeting materials and distributing as needed
4) Track and reconcile expenses and corporate credit card statements
5) Set up and orient newly hired team members with Systems department for appropriate systems access
6) Book travel including flights, hotels and cars
7) Order meeting meals as needed
8) Coordinate with building security for external guests and ID badges for employees
9) Manage the conference room on the floor, maintaining a clean organized space and facilitating room reservations as needed
10) Assist with minimal reception duties, distribution of mail, signing for packages, assisting and greeting candidates and visitors
11) Coordinate team events such as team lunch & learns, volunteering, spirit events, birthdays and holiday gatherings for the Omnichannel team
12) Serve as a team captain for major fundraising events such as United Way, JDRF, etc
13) Help coordinate events in the building such Halloween, etc
14) Update and maintain phone lists, email distribution lists, org charts and other contact information sheets
At least 2 years work as an Executive Assistant
Ability to prioritize and manage scheduling with a diverse group of contacts
Assertive and adaptable in a fast-paced environment
Organized, self-motivated and results oriented
Ability to create and edit files in PowerPoint, Word and Excel

CE, Customer Experience Expert Resume Examples & Samples

Identify and report trending issues
Must utilize educational tools to keep yourself updated on changes in the business
Will work with leaders to drive positive movement in center KPIs
Elicits and records customer information and inquiries, following prompts from a computerized system
Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse
Remains up-to-date on products and services to ensure customer satisfaction and to maximize sales opportunities (e.g. marketing matrix, new product information). Determines and implements advanced strategies/techniques to effectively counter competitive offers and educate customers on product comparisons. Applies advanced knowledge of competitors to influence customer decisions
Resolves customer complaints/concerns through active listening, empathy, and professionalism
Demonstrates ability to establish and maintain effective relationships with customers, delivering the Comcast Quality Experience (CQE)
Establishes customer needs through enhanced probing techniques, then promotes and recommends Comcast products and services based on customers' needs and interests to establish long-term customer value
Aligns product, feature benefits, and pricing to the need of the customer. Promotes, recommends, and sells the value of Comcast products and services based on a logical relationship to the customers' needs and interests. Demonstrates increased proficiency with customer interactions
Demonstrates proficiency in technical troubleshooting of all product lines and articulates relevant information and directions in an organized and concise manner. Supports, develops, and mentors peers or other customer experience agents to increase quality of overall customer experience. Continues to improve sales ability through ongoing training, role-playing, and coaching. Supports co-workers with advanced knowledge of Retention job family disciplines. Shares successes and new ideas with team members in order to achieve both individual and team goals
Assists team leaders and supervisors with customer-impacting projects
Maintains and coordinates interdepartmental communications. Supports other lines of business as call volume dictates
Work in a fast-paced, high-pressure environment, maintain composure in stressful situations, and manage and diffuse angry or upset customers
Provides prompt assistance and resolution to customer experience agents who are having problems with order entry, billing or need help finding the best offer to retain customers
Considers customer request to disconnect or downgrade services and makes valid attempt to prevent adverse action
Provides constructive coaching to the front line customer experience agents based on their supervisor feedback, and productivity report with the goal to help the agents to improve their productivity and efficiency
Generates appropriate written communication to subscribers and maintains required records, logs and documentation relative to productivity standards
Independently recognizes and diffuses escalated customer situations utilizing all resources available in a courteous and patient manner
Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary

Customer Experience Analytics Analyst Resume Examples & Samples

In-depth analytical thinking-ability to interpret information, and identify root cause to formulate and document multiple hypotheses
Excellent oral and written communication skills, especially in the areas of active listening and providing objective, constructive feedback. Cognizant that information may be of a sensitive or controversial nature
Strong prioritization and time management skills
Curiosity - in finding the root cause of the problem or opportunity, getting the right audience, usage, and context
Exceptional relationship building skills
Sound judgement skills
Self-Starter

Head of Customer Experience Resume Examples & Samples

Partner with cross-functional teams to help drive goals on ‘Top Down’ and ‘Bottoms Up’ Net Promoter Scores
Identify key customer journeys and formulate action plans to ensure best-in-class experience
Help drive best-in-class customer value propositions across our products and market offerings
Architect end-to-end product experiences and enhancements across all customer touch points and channels, in partnership with Product and front-end teams
Take the lead and implement market leading on-boarding processes, fully leveraging the evolving nature of the local marketplace
Assess end-to-end business policies, processes, and practices which currently stand in the way of outstanding customer experiences, and implement enhancements to drive customer satisfaction and improve net promoter score
Be the customer experience advocate on key cross functional initiatives and projects
Partner with cross-functional teams to develop/ implement a roadmap of new servicing and engagement experiences, in order to surprise and delight our customers,
Work closely with Operations and Technology teams to track problem incident trends, identify root cause and structurally eliminate key pain points
12+ years Product management, Marketing or Sales Management
Post-graduate degree

Manager, Enhanced Customer Experience Resume Examples & Samples

Focusing on bringing the state-of-the art customer experience features and solutions to existing products
Understand how customer experience features & solutions are being utilized and impact customer satisfaction
Work closely with Product, Care, Tech Ops, and Retail Teams to understand challenges and develop proactive solutions to improve the customer relationship
Create and manage internal and external awareness tactics to promote the use of self-service support tools. Support ongoing product literacy efforts to inform employees and customers about the latest customer experience innovations
Regular competitive benchmarking of self service tools and awareness best practices
Travel to field locations to support focus group, training activities, and internal awareness
Ability to lead & manage projects across multiple teams
Demonstrates excellent project management skills with a proven track record of successful delivery of projects on time, in line with budget expectations & strategy
Background in technology or Care a plus
Consistent exercise of independent judgment & discretion in matters of significance
Regular, consistent & punctual attendance
Available for travel on regular basis

Team Lead Customer Experience Resume Examples & Samples

Lead quantitative and qualitative market research studies focused on the existing and potential customers to understand customer needs
Liaise with Business Intelligence for customer analysis and segmenting
Responsible to analyze and interpret the NPS score as well as implementation of action steps to increase the NPS score
Develop a loyalty program catering to all mytheresa.com customers at different levels including a smart reward system of benefits, services and experiences
Create, increase and maintain customer engagement through a unique customer loyalty program
Devise strategy and implementation plans through targeted initiatives and partner collaborations (“customer lifecycle management”)Review program performance and analyze reports in relation to average sales, acquisition, spending behavior, return visits to identify opportunities and enhance program accordingly
Develop and implement KPIs as well as standard reporting systems to evaluate program performance and member purchase behavior across key segments
Secure close collaboration with Brand Management, Online Marketing, Shop Management and Retail
Lead, inspire, and cultivate the VIP customer management team
Build strong personal shoppers and develop a leading “concierge service” Manage a team of currently 3 employees incl. efficient budget management
Several years of relevant work experience preferably gained in a luxury brand environment
Bachelor or equivalent (MBA preferred)
Ability to anticipate the needs and desires of the mytheresa.com customer
Strong relationship builder both within the organization and with external partners
Enthusiastic, creative, innovative with proven experience to create loyalty programs
Detail-oriented, hands-on mentality and result-oriented
Ability to manage multiple projects in a fast-paced, deadline-driven environment
Fluent in written and spoken English

Customer Experience & IX Focal Resume Examples & Samples

At least 2 years experience in delivering digital business and marketing projects and initiatives with tangible results, working across organizational boundaries, and interfacing with client management
At least 2 years experience in contributing to thought leadership in digital marketing, branding and strategic consulting, facilitation techniques, and leading practices
At least 2 years experience in demonstrated excellent written and oral communication skills, including presentation skills
Readiness to travel Up to 4 days a week (home on weekends-based on project requirements)

VP, Product Customer Experience Resume Examples & Samples

Architect end-to-end product experiences and enhancements across all customer touch points and channels, in partnership with Product teams. Projects will include new product launches and refreshes, customer facing channel enhancements and changes to product policies
Assess end-to-end business policies, processes, and practices which currently stand in the way of outstanding customer experiences and implement enhancements to drive customer satisfaction and improve net promoter score
Advocate for the customer experience on cross functional projects
Partner with team to develop a roadmap of new servicing and engagement experiences to surprise and delight our customers,
Identify and resolve customer experience issues in partnership with the customer servicing unit
Ensure sound control and compliance for all customer touch points
Must be passionate about creating best-in-class experiences and driving customer-centric change
7+ years of relevant experience in customer experience, digital experience, product development, marketing or service
Unique customer focus. Ability to apply a customer mindset to shape solutions and approaches and to drive change/achieve business goals
Ability to translate concepts and ideas into business requirements
Strategic thinker with ability to anticipate downstream impacts of decisions
Hands on, Pragmatic problem-solver
Successful track record in managing projects that entail collaboration with cross-functional teams (e.g., Business teams, Servicing, Vendors, Technology, legal, Finance)
Must be able to prioritize assignments and work in a fast paced environment
Demonstrated ability to drive results with a strong sense of urgency and decisiveness
Strong relationship management skills with ability to deepen relationships and build partnerships among peers, internal partners and external constituencies
Comfort with analyzing and interpreting data
Strong written and verbal communications
Willingness to question traditional assumptions
Bachelors degree required.

Assistant Analyst, Customer Experience Resume Examples & Samples

Define, test, and iterate on concepts that improve the Customer Experience
Deliver Ad-Hoc analyses and reporting to our cross functional partners
Audit qualitative and quantitative data sources and ensure data integrity
Analyze Voice of Customer data to surface operational issues and customer preferences
Conduct strategic analyses with partners in the organization to develop recommendations for changes in policies, processes and systems
Contribute to short and long term vision of the Omnichannel Customer Experience
Partner with Contact Center and Store Operations to ensure our frontline associates are aware of new initiatives, functionality and enhancements in our stores and online
Conduct industry research on trends in the omnichannel space
Conduct focus groups with our front line associates and Contact Center Reps to understand points of friction
Create reporting that helps monitor the day to day health of our the customer experience
Create requirements and UAT on a data warehousing project
Omnichannel experience is a plus
Knowledge of order management systems, call center and distribution
Analytical and comfortable communicating insights from data
Strong organizational skills and attention to detail
Ability to multi-task in a dynamic work environment and manage competing priorities
Positive attitude and the ability to change direction with little notice
Highly motivated/self-starter with a sense of ownership, a willingness to learn, and a strong desire to succeed
2-3 years experience in reporting/analytics

Specialist Customer Experience Resume Examples & Samples

Works across business to identify and fix high impact CX issues
Analyse insights to identify CX improvement opportunities and pain points
Evaluate and recommend potential solutions in order to deliver customer improvement solutions and initiatives in conjunction with business to establish a differentiated and desired customer experience
Establish closed loop processes and engage stakeholders to agree action plans for remediation or improvement of customer pain points

Citibank Berhad Kl-head of Customer Experience & Quality Resume Examples & Samples

A minimum of 10 years of experience financial services preferred
Broad based experience in Service, Marketing, Business Process Engineering, Customer Research & Technology
Sound Knowledge of the Financial Services industry

Customer Experience Insight Analyst Resume Examples & Samples

Implement and run the Customer Experience Tracking programme
Support roll out of the new Customer Experience Tracking programme
Manage and run the on-going reporting of the Customer Experience Tracking
Deliver insights to the business to improve our customer experience
Design and run all store and shopper research with support from wider team to improve store design and merchandising

LS Professional Services & Customer Experience Resume Examples & Samples

Works with internal stakeholders to develop a comprehensive CX vision, strategy and innovative CX solutions for the organization. Strategy will be based on sound analytical approach, using competitive intelligence, metrics and alignment with LS business plans
Develops a comprehensive professional services strategy for delivery of innovative solutions and offerings for the organization
Develops 3 to 5 year plan to drive transformation across with the ultimate objective of attaining Top 3 Net Promoter Score
Effectively translates strategy and execution dimensions for services to the senior leaders and front-line staff
Provides strategic leadership and direction for the delivery of pre-and post-sales services and support to customers. Manages all facets of customer retention including participating in the resolution of customer concerns and defining and developing a customer contact strategy
Responsible for providing consultative services for schools to support technology delivery
Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements that translate to a value add to the customer
Maintains a focus on all activities, processes and initiatives that will drive revenue, reduce inefficiency and reduce costs
Works collaboratively with the Sales organization to ensure that services offerings support core product and that delivery costs are in line with profitability targets and goals
Selects, develops, and evaluates personnel to ensure the efficient operation of the function
Drives comprehensive staffing capacity management planning to best utilize all staffing options including full time, part time and temporary employees to service all markets|
Plays a critical role in leading development of a culture that is customer focused at all levels and within all functions
10 to 15 years of proven experience in strategic customer-facing role, with specific expertise in delivering best in class service delivery capabilities using NPS as a measurement of success
Proven track record of developing and executing strategies that drive cultural change related to the customer experience
Outstanding communication and interpersonal skills
Ability to write and present clearly and persuasively
Strong financial skills
Analytical and process oriented mindset
Solutions oriented-ability to think fast and move quickly to find the right offering that will meet customer needs
Makes sound, logical and data-based decisions on complex issues and problems, fully considering the risks involved

Director of Customer Experience Resume Examples & Samples

Define and communicate the new Customer Experience vision by fully engaging with the Senior Leadership team and other key stakeholders
Outline “the journey” to achieve the customer experience vision including key landmarks and measures of success
Working with the Customer Research team (Marketing) define the research and quantitative measurement of Customer Satisfaction and NPS, and build a first-hand understanding of the current customer experience as seen through customers' eyes, across all touch points
Be the voice of the customer for the business and the advocate of greater customer satisfaction
Ensure regular programmatic reporting on progress and impact
Work across the UK business as a whole. It’s vital that this is seen as a cross business programme and not ‘owned’ by any one area
Build good strong relationships with all departments – all areas of the business will be involved in the CX programme
Ensure that the CX process is embedded , adapted where necessary, and followed
Proven experience of leading customer experience programme in large service organisation and with demonstrable positive impact resulting in increased customer satisfaction
Passion for customer experience - analysing products, customers and market dynamics and aligning these to connect the right prospect to the right product or service
Analytical capabilities with an ability to make effective, timely decisions and also empower others to do so within clear accountability frameworks
Able to lead by example and inspire, influence and energise others around new opportunities
Understanding of how to develop customer experience initiatives
Excellent communication and networking skills with a strong sense of teamwork and an ability to deal with stakeholders at varying level of seniority
Exceptional leadership skills
Strategic planning & delivery leadership
Commercial acumen – justifying investment
Good understanding of the UK education sector (preferred)
Experience of adhering to a well-known UK or international brand
MBA (preferred)

Senior Customer Experience Improvement Leader Resume Examples & Samples

Deep understanding and experience working with on-premise and hosted software solutions for Enterprise customers
Ability to articulate analyses and findings in a crisp and concise manner both verbally and through written presentations/communications
Fluency with data analysis, voice of customer/customer research, and performance measurement; ability to integrate multiple data sources to inform root cause analysis and customer-centric decision making
Strategic mindset with demonstrated experience influencing leaders to drive customer experience improvements across products/channels
Proven ability to build partnerships and engage at the executive, team, and individual levels across organizations
Should be equally comfortable working in a program and product management capacity, both are required for success
Knowledge and understanding of Adobe enterprise products and the competitive space in which we operate

UK Customer Experience Teammate Resume Examples & Samples

Build and sustain an extremely high level of skills centered on sophisticated customer handling and superior communication
Express a significant capacity to troubleshoot all products related to the eBay platform and clearly offer solutions or recommendations
Ensure all information related to customer issues is logged and tracked
Ensure you keep up-to-date with all relevant updates/new features by keeping up-to-date with outlook emails/team updates etc

Head of Customer Experience & Service Resume Examples & Samples

Lead, organize, and drive execution within the customer experience & service team
Design novel customer experiences that challenge conventional customer service for new technologies and products at scale
Track, analyze, report on, and optimize customer service
Work with a global management team to deliver cohesive and coordinated customer engagement and market development strategies
Develop and improve customer service best practices and playbooks that reflect commitment to achieving the highest standard of satisfaction, excitement, and loyalty

Customer Experience Senior Operations Manager Resume Examples & Samples

Direct experience in Customer Service or Retail E-Commerce Operations
Extremely comfortable in running large-scale customer service operations in a fast paced, rapidly changing environment
Solid understanding of the latest technologies and systems—you’re always looking for ways to improve processes from a technical standpoint
Demonstrated ability to manage multiple projects and coordinate across functional teams

Head of Customer Experience Analytics Resume Examples & Samples

Lead team focusing on driving insights that inform the Customer Experience strategy and roadmap and deliver value through quality of insights and recommendations
Utilize best in class tools and techniques to bring data including the use of a Customer Experience Analytics tool using ClickFox, Lead customer experience reporting and cross-channel KPIs
Synthesize information available (both qualitative and quantitative) and formulate strategic recommendations
Support product teams in developing and evolving key journey roadmaps based on client and business needs, market trends, and customer insights

Head of Quality & Customer Experience Resume Examples & Samples

Bachelor's Degree and above
Professional License or Specialized Training or Certification is preferred
10+ years of relevant working experience, deep knowledge and expertise of customer service management
Strong negotiation skills and problem solving skills, ability to work with different business lines and functions across the organization
Tenacious, patient and sensible with a keen eye for details
Strong sense of managing risk and compliance requirements
Conceptual and innovative thinking is needed

Customer Experience Resume Examples & Samples

Performs monthly analytics of customer survey results and complaints
Identifies potential issues and directs research into root causes and potential solutions
Coordinates, prepares, and facilitates monthly business review with Senior Executives
Facilitates all survey design and implementation strategy with various groups across CCB
Works with partners to establish and manage project requirements, priorities, and deadlines
Coordinates resources (staff, equipment, vendors and consultants) across one or more projects
Support business case assessment across investments
3-5 years of relevant experience in business analysis, financial analysis, or business strategy
Bachelor’s degree in Finance, Economics, or related field; advanced degree preferred
Passionate problem solver and critical thinker with exceptional analytical skills
Strong project management skills with a proven track record of executing against deliverables
Excellent oral & written communication skills
Able to synthesize large amounts of data, summarize key concepts and articulate relevant issues
Self-starter that seeks to break the status-quo and initiate improvements
Strong technical skills; proven record of partnering with data teams to deliver analytical insights
Flexible, able to adapt to changing environment and goals
Ability to navigate across functional groups within CCB and across the firm
Proven ability to deal with ambiguity, think critically, solve problems creatively
Excellent time management skills – must be able to multi-task
Must be able to plan and meet deadlines, demonstrate strong sense of personal accountability
Experienced with MS Office Applications (Word, Excel, PowerPoint, SharePoint, etc…)

Ah-customer Experience Development Partner Resume Examples & Samples

Establish advocate performance targets that connect customer experience with business goals
Partner with leadership teams to identify and diagnose potential development opportunities within the team
Identify data collection tools, data sources, benchmarks, and performance targets
Develop methods for data analysis methodologies and management reporting
Develop methods of measuring if performance management aligns with organizational goals
Identify and act upon inconsistencies in interpretation and/or application of policy and procedure
Recommend coaching tools, training enhancements or programs that support desired behaviors
Talk with management to identify specific work situations requiring employees to better understand changes in policies, procedures, regulations, and technologies
Perform call and case monitoring evaluations to assist with identification of behavior or process trends
Coach, mentor, and help develop customer interaction skills
Support training, including in-class call simulations and evaluation and facilitation (as needed)
Work independently or as a group to complete projects and advocate performance evaluation
Participate in cross-functional calibration sessions to help promote the continuous refinement and improvement of performance analysis
Collaborate with members of leadership to identify, analyze, create and implement customer experience performance solutions
Displays high attention to detail
Demonstrates strong informal leadership skills
Regularly exercise discretion and independent judgment on business matters including confidential performance
Demonstrate a positive attitude, professionalism, initiative, and flexibility
Strong interpersonal skills (positive attitude, flexible, adjusts to change and thrives under pressure)
Demonstrates strong mentoring skills
Ability to prioritize tasks; work in an unstructured environment and multi-task
Ability to convert data and trends into actionable information to improve performance
Has demonstrated the ability to provide feedback to leadership and advocates
Has demonstrated the ability to interact with various levels of leadership
Exhibits strong computer skills, including solid knowledge of MS Office applications (Word and Excel)
Experience handling customers within a contact center environment
2+ years’ experience in quality assurance or auditing role
Ability to work full-time Monday through Friday (hours subject to change based upon business need or project requirements)

Head Customer Experience Resume Examples & Samples

Identify and define necessary system for process improvement
Identify, drive and facilitate process improvement initiatives to support the business goals to reduce process defect, improve cycle time, and increase customer satisfaction
Coordinate country process improvement reporting both internal and regional
Escalate any potential issues that might be impacting/delaying the process improvement initiatives
Responsible in managing the Service Council meeting in driving the customer experience culture across the business
Provide regular performance update on service initiatives to the service council members and other senior management
Provide, manage and analyze consumer insight from various sources into actionable input to address business issues and improve business strategy
Responsible, coordinate and work closely with process owners for NPS Bottom-Up, NPS Top-Down and Mystery Shopping survey result analysis and corrective action plans on key driver satisfactions
Coordinate the internal customer satisfaction survey as a temperature check and test if newly established critical new processes are performing according to set expectations and provide feedback to process owners
Ensure critical performances measurement tracking (Vital Few Measurement) achieved the set standard
Ensure corrective and preventive actions are in place
Coordinate with process owners to identify and set up new performance metrics that are critical to customers or any improvement opportunities to raise the bar
Coordinate and ensure the implementation of Client Excellence Programs
Candidates will have Customer Management Experience and will be passionate about Customer Service
Applicants will need to have detailed knowledge and understanding of the service sector – including Consumer Trends, Social Media, Research, Transformation and Design of Customer Journey
You must have previous experience in leading customer experience team, achieving high levels of engagement and business performance
You will also have Customer Strategy/Journey design experience with a proven track record in delivering operational transformation to drive cost savings and Customer Experience Improvement
Commercially astute, with well-developed influencing/negotiation skills and a positive approach to bring solutions working closely with the Senior Management
Degree or equivalent experience preferred

Customer Experience Projects Leader Egm & Shs Resume Examples & Samples

Connects directly with internal customers to understand the needs of improving & transforming Customer and Employee experiences and then aligns with the relevant teams to achieve projects goals in the domains of Service Center, Preventive Maintenance Experience, Customer Communication, Analytics visibility and projects that enable growth
Develops external and internal customers experience maps and shows the impact of improvement across different customer touch points and drives innovation in customer experience as a core differentiator to GEHC
Works closely with Digital Operations team to support or lead the digital tools regional deployment projects with a project management framework / methodology. Works closely with Marketing organization to align on the expected customer outcomes and value proposition
Supports the deployment of analytics initiatives of customer feedback across the entire services and implement the actions aligned to improve customer experience in the relevant region
Works with Product Management and Services Commercial teams to design the roadmap for Customer Experience for new products and services prior and during the launch milestone
Develops and leads action plans that improve customer resolution time across GEHC services portfolio and drives the right culture to improve responsiveness across difference GE teams
Coordinates project activities, including the development of internal and external communications, establishing roadmaps and benchmarks, developing implementation, testing and training plans
Maintains effective working relationships with peers and global teams to seamlessly integrate the customer experience project into the overall strategic objectives and activities of the organization
Excellent written and verbal communication skills and ability to interface and influence at all levels in the organization
Demonstrates project management skills including project initiation, scoping, resourcing, and communication
Experience with process quality methodology
Solid understanding of IT technologies and how to apply them
Ability to travel 50% of yhr yimr
Analytic, creative and business focused problem solver
BS Degree in Engineering, Information Systems, Computer Science or equivalent
Minimum five years IT / Project Management experience of which two years should be in project management or equivalent
Qualification in service design and customer experience mapping tools
French Language
Project management certification
Experience in supporting marketing projects / initiatives
Leadership Training Program Experience (IMLP, OMLP, FMP)
Lean experience
ITIL certified
Experience in the Healthcare industry

Customer Experience Executive Resume Examples & Samples

This role is an ongoing temporary role starting ASAP**
To ensure that every customer sales enquiry is dealt with through the appropriate sales process
To ensure that incoming/outgoing telephone calls are answered in a professional and timely manner
Supporting and helping customers to switch to new means of communications
To manage incoming calls and transfer calls, where appropriate, to the relevant department
Dealing with the running and accounting of all administrative operational systems
Working as part of a team
Provide a friendly and professional welcome to all customers

Customer Experience Measurement Leader Resume Examples & Samples

Manage the design and execution of all primary VOC for Equifax Customer Experience Program including Net Promoter Score, Top client studies, Win-Loss Research, operational satisfaction and other satisfaction and loyalty programs to help with building greater client engagement
Implement and Manage customer feedback system and tool from Qualtrics
Act as the subject-matter expert within the company regarding customer experience research and customer feedback methodologies
Design and implementation of client experience and customer research programs and processes
Provide qualitative and quantitative insights to guide the evolution and improvement of our customers' experience
Ensure customer survey data, feedback system architecture and reporting/dashboards are current, accurate and structured in a meaningful manner
Collaborate with all levels of the organization to develop, implement and manage customer experience and customer feedback programs that generate actionable insights into customer attitudes and behaviors, needs and wants
Provide vendor management, if required, to ensure projects are completed on time and on budget
Grow and enhance primary VOC expertise to continue to meet the changing needs of the business
Bachelor’s degree required, Master’s Degree preferred
10+ years’ experience in customer insights or customer satisfaction or customer experience management role, in marketing or operations. Previous experience in business-to-business environment preferred
Proven capability at managing large-scale research tracking programs including the development of reporting/dashboards and the actionability of insights and recommendation
Experience in driving large scale change management programs
Ability to design and execute insights project plans and deliver insights to multiple stakeholder audiences including high-value customers and senior leadership
Excellent written and verbal communication skills, experience communicating with all levels of an organization – including C-suite/Executive level presentations
Strong organizational and project management skills, ability to handle multiple projects simultaneously while meeting deadlines
Strong computer skills including PC-based analysis tools
Qualtrics or Confirmit experience a plus
Proven ability to manage, coordinate and collaborate with all levels of an organization

Customer Experience Differentiation Manager Resume Examples & Samples

Design and model structured pilots to test and measure the effectiveness of new concepts
Define business requirements and lead the development of new service offerings
Develop and maintain workflow, project plans, proof of concept, operating procedures, management reports and instructional/training materials required for the evaluation and adoption of new processes and technologies
Research, track and communicate industry trends, best practices and competitive service offerings to identify opportunities for growth, innovation, increased market share, and competitive advantage
Evaluate and articulate ROI and risk factors such as staffing, infrastructure, profitability and scalability, lead testing and evaluation of all implemented solutions
Lead project teams and collaborate with business line advocates to achieve results
Bachelor’s degree required, Masters preferred
Three to five years in a Customer Experience related action planning role or related Research & Design, Product, or Innovation role
Demonstrated success as a change agent, a willingness and ability to facilitate change and effectively address resistance
Proven track record developing and implementing innovative solutions to attract, satisfy or build customer loyalty
Excellent communication and presentation skills

Manager of Customer Experience Resume Examples & Samples

Champions Stewart’s customer insights-driven growth strategy
Drive the organization to work together for optimum customer experience delivery
Creates vision for customer experience (CX) and Voice of Customer (VoC) programs
Develop best practice surveys and tools for customer feedback analysis
Work closely with field sales, operations, sales operations and marketing to understand the Stewart customer journey
Develops actionable insights and recommendations to improve the customer experience
Develop KPI’s and metrics that measure and monitor the health of the customer relationship
Responsible for the development of Stewart’s Voice of the Customer program
Oversees vendor relationships, as necessary, to facilitate research and analytics
Recommend process and communication strategies to align with customer insights
Facilitate working together across the business functions that touch the customer across the life cycle
Define the customers’ value –determine the differentiating experiences to be delivered
Other duties as assigned or reassigned by management
Understanding of customer insights-driven growth strategy
Customer experience understanding and methodology expertise
Prior experience with primary customer and market research methodologies
Previous management experience
Analytical consultative approach
Proven experience with instilling the discipline of process change and change management into the organization
Ability to influence managers across multiple business units
Bachelors degree in Marketing or equivalent
7 years of management consulting or agency experience in marketing research, CX/ VoC programs and customer analytics- or similar experience
5 years prior management experience
5 years prior experience in an analytics and or guantative marketing environment

Customer Experience Resume Examples & Samples

Creating compelling online written content that helps users to resolve issues and maximize their use of Dropbox
Work closely with Content and Social Support managers to define and deliver overall content strategy
Ensure that self-serve content is consistent, intuitive, and reflective of the Dropbox brand / tone-of-voice across all assets
Manage self-serve content for all product and feature launches
Drive continual content refinement and improvement through content experiments, user feedback and C-SAT / CES metrics, collaborating closely with CX Decision Analytics team

Customer Experience Resume Examples & Samples

Implementing the CX Self-Support UX and UI strategy through compelling experiences for support and education
Building wireframes, mock-up and digital templates for self-support content channels
Creating engaging video, image and rich media content across desktop, tablet and mobile resources to simplify how information is shared with our users
Work closely with our Service Delivery, Product Expert and Decision Analytics teams to continually refine and optimize content and online design

Customer Experience Team Lead-critical Response Resume Examples & Samples

Manage and mentor at least 8-12 associates in a fast-paced environment
Help guide the strategic direction of team
Performance management of team - monitor/review associates' work objectives and overall contribution to the team
Owns and/or contributes to key results under relevant team objectives
Bachelor's degree or equivalent
2+ years experience in customer support
3+ years experience in a management role
Ability to inspire and motivate teams towards achieving individual and company-wide goals
A true customer advocate who knows what it means to go above and beyond for the customer
Define and state expectations and objectives with team members that align with a shared vision
Communicate well with multiple stakeholders and represents professionalism in the workplace
Comfortable in a fast-paced environment subject to rapid change and ambiguity
Bilingual is a plus!

Customer Experience Team Lead-critical Response Resume Examples & Samples

Lead a team of at least 8-12 Critical Response Line associates, who respond to escalated customer support issues
Manage individual and team performance - monitor and review associates’ work objectives and overall contribution to the team
Own and contribute to key results under relevant team objectives
Maintain constant communication of team needs, pain points, and wins
Available for rotating on-call shifts as primary point of contact for emergencies
Ensure that escalated issues are addressed appropriately and completely in a timely manner
Commitment to excellence
3+ years in a fast-paced, high-volume contact center environment
Must be willing to work the overnight shift, have a flexible schedule, willing to work off hours and weekends
Familiarity with contact center operations, software and processes along internal tools and operating systems
Undergraduate degree or equivalent required
Must be self-motivated and driven
Start-up and technology experience strongly preferred
Strong communication and executive-level presentation skills
Strong interpersonal skills and relationship building skills required; ability to proactively resolve conflictsStrong contact center management skills (technology, training, recruiting, etc.)

Customer Experience Lead m/w Resume Examples & Samples

Establish a trusted/strategic advisor relationship with relevant Clients, and Commercial and Operational stakeholders, to drive the value of American Express GBT services
Work with targeted Clients and Commercial teams to establish the relevant key performance indicators to track and guide servicing performance improvement
Advocate customer needs/issues internally cross-departmentally
Develop and share Customer Experience best practices to Clients to help improve the value proposition of American Express GBT
Provide/enable relevant coaching and education of Service Delivery processes
Identify opportunities to improve experiences to differentiate American Express GBT from competitors
Use customer feedback and operational data analysis and insights to highlight priorities/opportunities
Partner with regional leadership to develop Customer Experience improvement plans and drive relevant improvement initiatives
Communicate plans and activities routinely, influencing and inspiring stakeholders
Support internal stakeholders in delivering increased satisfaction, adoption, and retention
Requirement to travel in region, e.g. customer visits, on-sites
Prior experience in customer satisfaction/loyalty related role with a history of increasing customer satisfaction, adoption, or retention
Bachelor’s degree or equivalent
Fluent in English and at least one of French/German. (additional EMEA languages beneficial)
Influential communicator able to challenge existing practices and position new ideas
Strong team player with the ability to work collaboratively as part of a cross-functional team
Good analytical skill set to use direct feedback and data to develop insights/opportunities
Strong problem-solving ability
Proficient in the use of MS Office software with strong presentation skills
Good understanding of Business Travel organization (esp. Service Delivery) a plus

Customer Experience Insights Partner Resume Examples & Samples

Identify opportunities to improve the Global Business Travel Customer Experience and also deliver differentiation versus competitors
Review, interpret and challenge data to drive understanding of key drivers, risks, and opportunities, ensuring business change can be derived from insights, driving the ‘So What&#8217
Collaborate and share expertise with other members of the Insights team
Support the on-demand call monitoring activities to gain insights and, if required, support the compliance monitoring to achieve required coverage
Identify and agree training needs that make GBTs service the provider of choice
Support in developing the operational servicing improvement plans
Influence partners to get support on change by using value add insights
Communicate plans and activities routinely, engaging and influencing stakeholders
Support relevant Customer Experience related operational activity e.g. survey alert closed loop process, to ensure SLA adherence and quality outputs
Requirement for some travel in region, e.g. travel center visits, team meetings
5+ years experience in a customer experience improvement including customer feedback analysis and insight generation resulting in increased customer satisfaction or retention
Excellent analytical skills and problem-solving ability
An influential communicator able to challenge existing practices
Ability to scale and operate in a global organisation, work collaboratively as part of a cross-functional team
Strong attention to detail and accuracy
Pro-active self starter with ability to succeed in a dynamic environment working to tight deadlines
Very good Microsoft Excel skills and good PowerPoint skills
Good understanding of Business Travel organization (esp. Service Delivery Network) a plus
Fluent in English (additional APAC languages beneficial)
Six Sigma, Lean or Process Excellence experience a plus

Customer Experience Team Lead Resume Examples & Samples

Oversees 10-15 Customer Experience Associates
Responsible for the successful on-boarding of the newest members joining the Customer Experience department
Manages, coaches and develops entry level customer service reps
Trains Customer Experience Associates on the foundation of core customer communication via email and mastering FAQs and low priority email tickets
Evaluates potential to become full-time Customer Experience Associate and ongoing opportunities for career development
Assimilates training classes to the customer experience team culture
Becomes the expert in email as a channel for communication; allocates resources properly to handle email volume by urgency
Continues to contribute in the channels while balancing management duties
Identifies ongoing training opportunities

Senior Manager, Global Customer Experience Resume Examples & Samples

Leads the global help desk and the delivery of IT services
Drives the help desk service strategy at a global level
Leads end-user life cycle management including asset management and related financial aspects
Leads the desktop modernization strategy
Plans and leads the implementation of end-user service solutions throughout the organization
Develops, maintains and implements policies and procedures for optimal desktop services delivery and end-user support
Plans and executes installations in support of business operation
Works closely with IT functions and leaders to provide global support with tools and capabilities to result in high levels of customer satisfaction
Partners with IT Enterprise Architecture for the review and execution of the desktop architecture
Ensures continuous improvement to the end-user services that are aligned with customer’s needs and the IT strategy
Provides technical expertise and direction in the areas of help desk/desktop/laptop/mobility computing and audiovisual in support of Edwards’ business
Develops, maintains and implements procedures and guidelines in support of vendor provided equipment
Builds and maintains productive business relationships with peers, business, vendors and customers at a global level
Minimum of 13 years related work experience, plus Bachelor’s Degree in Computer Science or equivalent related work experience required; or MBA/MA/MA with 11 years of related work experience required
Of total years of related work experience, minimum 5 years necessary as IT leader in the areas of help desk, desktop support and/or end-user support
Healthcare or Manufacturing experience preferred
Experience leading IT teams in medical/clinical/manufacturing environment
Experience leading global IT teams
Expert knowledge of help desk support and practices
Expert knowledge

Executive, Customer Experience Management Resume Examples & Samples

Translate the company’s service vision, corporate objectives and core values into handling plan for each customer
Be the voice of the customers. Suggest improvements and seek opportunities for innovation in customer service standards, policies and procedures for the company or department
Communicate politely and timely including but not limited to SMS, email, letter and telephone calls
Demonstrate awareness of the customers’ needs by taking actions that are tailored to the customers’ needs and requirements
Provide effective service recovery in addressing customer’s needs by ensuring compliance to service recovery procedures and minimizing costs through corrective actions
Coordinate with the relevant stakeholders to investigate and respond to customers in a timely manner
Identify and highlight issues that impact policies, processes and procedures for the necessary changes/ improvements
Maintain accurate and timely records of correspondence or discussions with the customers in various systems
Keep abreast of developments and changes in products, services, policies and procedures by reading pertinent journals, attending briefing/meetings and courses
Participate in a variety of special projects as requested, including explorations of system or process improvements etc

Customer Experience Center Resume Examples & Samples

Completes incoming customer requests to provide accurate, complete, consistent, accessible and timely information to optimize every interaction
Responsible for processing incoming work to Lilly per required processes and timelines
Serves as contact for the center for designated products and / or partners with business liaisons, brand, medical, and technical
Responsible for knowing the portfolio of approved resources available to answer and fulfill requests
Understands and exhibits the customer experience principles through interactions
Responsible for ensuring the call center supplier needs are met and serve as additional resource to complete work as needed
3+ years of experience as pharmacist, nurse or other qualified health care professional
Strong interpersonal skills with demonstrated ability to influence and motivate others
Microsoft Office/personal computer skills
Ability to work independently and without close supervision
Strong customer service orientation and experience
Ability to communicate effectively to a variety of audiences including customers
Initiative and problem solving skills to pursue issues and take appropriate action
Highly organized with the ability to prioritize in a rapidly changing environment
Strong ability to influence without authority in a team-focused environment
Pharmaceutical industry experience

Customer Experience & Portal Manager Resume Examples & Samples

The transition from a predominantly hardware business to a mixed hardware- software business which enables faster innovation, new business models, full customer journey management and ultimately a “Services First” business
The digital transformation of the Corporate Business towards Software as a Service (SaaS)with subscription models and delivery via the cloud for most offers
Responsible for translating relevant customer needs and innovative possibilities into digital services for our clients, based on a solid business analysis
Align existing business processes towards a customer-centric approach and apply to new customer services
Define and deliver customer/channel -facing business processes, navigation and user experience (Lead to quote, post-sale Service…), taking into account the end-to-end customer journey and enhanced digital customer experience Enterprise wants to promote

Customer Experience Lead Resume Examples & Samples

Assist manager in motivating fellow Outfitters, keeping them engaged and working as a cohesive team
Fosters growth and development of retail Outfitters by supporting training initiatives
Provide legendary customer service every time by assisting customers by identifying and evaluating customers' needs, and making product recommendations based off of this analysis, by providing a legendary customer experience for every customer and promoting Cabela's programs including, but limited to CLUB Membership, Kiosk, VOC and In-Store Pick-up

Analyst, Customer Experience Resume Examples & Samples

Coordinate with various lines of business and obtain requisite data to develop daily, weekly, and monthly reports to publish to cross-functional teams and mid-to-senior level management
Develop new reporting and dashboards to support the changing needs of the core team
Assist in testing of new software rollouts and manage software enhancements effects on managements reporting
Translate business needs into a MIS
Work alongside fellow MIS developers to bring synergy
Train users on new reports and how to navigate, access, and analyze
Look to bring automation in reports
Develop project dashboards, program summaries, executive summaries
Perform other duties as needed on a monthly and ad-hoc basis
Be flexible and adaptable to change
Stick to deadlines
Actively participate in discussions not related to his/her core work but related to the parent process

Customer Experience Leader Resume Examples & Samples

Partners with management and process owners to develop transformational strategies and objectives designed to transform the business processes by placing focus on the customer value proposition and continuous improvement
Participates in the development and coordinates the implementation of activities to include diagnostic, design, evaluation and sustainability. Ensures progress towards transformation objectives, optimization of results and continuous improvement
Facilitates and leads transformation of business processes which include the review of current state, creation of maps and future state targets, along with continuous reviews and assessments of the end to end processes/customer experience
Collaborates and partners with value stream leaders and management to define, educate and engage the workforce in the transformational strategies, objectives and future state targets. Ensures appropriate communication methods are utilized resulting in the continuous communication of key deliverables
Develops implements and maintains visual measurement systems, dashboards and reports to track the effectiveness of continuous improvement processes. Facilitates periodic reviews with key stakeholders, value stream leaders, managers and the workforce
Champions the business transformational efforts by engaging the workforce in challenging the way we do business, educating and implementing improvement lean methodologies and tools, driving measureable improvements and process flows to ensure alignment, achievement and sustainability of goals, objectives and future state targets
This position requires extensive or prolonged typing/keyboarding
This position requires 1-33% travel, which may include flying and/or driving and some overnight stays
Exceptional strategic and analytical expertise with ability to take ideas and assemble concepts/solutions
Effective communication skills, both oral and written; particularly expertise in using PowerPoint to effectively present strategy, concepts and initiatives
Previous experience driving and measuring business outcomes
Considerable knowledge and experience in leading the implementation of Customer improvement/process improvement/transformational methodologies, strategies and tools
Excellent analytical skills, attention to detail, problem-solving and decision-making skills and demonstrated application of skills
Excellent organizational, interpersonal and negotiation skills
Ability to effectively communicate and make presentations to diverse audiences which may include, key stakeholders, organizational leaders, management and staff associates
Strong quantitative, statistical, data analysis and interpretative skills, with the ability to evaluate data/information to identify opportunities
Demonstrated ability to meet stringent deadlines, to work independently and as part of a team, to guide, train and motivate others
Ability to handle multiple tasks simultaneously in a fast paced, diverse and growth-oriented environment
Ability to work with all levels within the organization
Ability to maintain a high degree of confidentiality
Ability to travel up to 33%
Minimum of 5 years experience leading transformational efforts

Customer Experience Analytics Lead Resume Examples & Samples

Developing strong, open and professional relationships with colleagues across Barclays to ensure broad understanding of the key drivers in the business (10%)
Work with business partners to further understand how customer journey analytics can benefit their business and development key findings and recommendations based on journey analytics to improve customer experience and refine business practices (25%)
Work closely with the customer experience journey process and mapping team to assist in any MI needs and insights (20%)
Maintain strong working relationships with vendors that provide insight or software used in journey analytics and maintain the day-to-day contractual responsibilities (15%)
Develop ad-hoc strategies and analysis to identify areas of customer experience opportunity that will improve customer experience and maintain portfolio growth and profitability (20%)

Analyst, Customer Experience Analytics Resume Examples & Samples

Post-Secondary degree, 2+ years of direct experience, Expert technical and business knowledge of all P&C products and processes
Expert knowledge in Windows-Microsoft Office, specifically Excel and PowerPoint
In-depth analytical thinking-ability to interpret information, and identify root cause to formulate and document multiple hypotheses. Experience with speech analytics
Tactful diplomats
Strong knowledge about business processes in various lines of business
Ability to work under pressure and meet tight deadlines
Strong presentation skills-ability to tell a compelling story
Self-motivated, team player who can also work independently

Russian Customer Experience Teammate Resume Examples & Samples

Calling Russian customers in a bid to resolve their issues
Answering email enquiries from Russian customers
Own customer issues to the point of resolution, keeping Top Traders updated throughout
Be an advocate and ensure satisfaction of the Top Trader group
Achieve Quality, Satisfaction & Metric driven Targets as set out by Supervisor

Customer Experience Analysis Associate Resume Examples & Samples

Bachelor’s Degree is preferred but related business experience is acceptable. The ideal candidate will also demonstrate
Strong work ethic and high degree of self motivation
Comfort with math and a desire to work with numbers
Proficiency with Excel is a plus
Desire to learn and share knowledge in a changing environment

Customer Experience Resume Examples & Samples

Implement internal services and integrations using Python and SQL, connecting to services like Salesforce and Zendesk
Build internal and external-facing web applications using Python, HTML and Javascript and a variety of open-source technologies like React and Flask
Work with other engineering teams to integrate our support systems into all our products
Maintain and improve business-critical legacy systems and integrations
Research technical solutions to business problems
Write technical documentation and operational playbooks to scale yourself, ensuring the systems you build are maintainable long-term

Customer Experience Spec Resume Examples & Samples

Gather & analyze all sources of client feedback, create summary, and make recommendations for corrective actions for all LOBs
Assist in any aspect of LOB partnerships with Retail, Commercial, Wealth, Channels
Coordinate with LOB partners the response to specific escalated client feedback complaints
Research and respond to varied requests/questions related to CX scores, reporting, incentives
Administrator tasks of client experience surveying/reporting: source file & data file administration, reporting site user administration, reporting site edits
Own various CX Award programs and administrative tasks
Coordinate request fulfillment for CX reporting for Global / Regulatory / Exec / Incentives
Create and edit internal & external communications to be Transparent & Clear
Assist in educating and coaching others in CX performance
Be a proxy for any team member at any meeting
Administer meetings/ webexs / videoconferences

Head of Customer Experience Resume Examples & Samples

Build a high-performing organization
Define the strategy, policy, and product business requirements for maintaining an exceptionally high customer experience bar
Evangelize the customer experience bar and drive proactive risk management with stakeholder teams
Define and report out on critical metrics needed to track customer experience and Seller compliance
Identify and fix current gaps in current processes to detect and manage risk
Dive deep into customer and seller complaints to resolve escalations and create future mitigation plans
Interact with sellers to create new education materials that increase transparency and create closed loop processes to improve seller trust
Create business requirements for new machine-learning based technology solutions to create risk-based detection and enforcement
10+ years business experience in Product or Program Management
Bachelor degree in a field with a strong emphasis on analytics (Computer Science, Engineering, Statistics, Mathematics, Economics, Finance, Operations)
Advanced Excel operations and analysis with large-scale datasets
Excellent Verbal/written communication & data presentation skills, including an ability to effectively communicate with both business and technical teams
Experience leading a global business and/or teams
Experience in Pricing
Experience in continuous process improvement, Lean methodologies and risk management

100

Customer Experience Resume Examples & Samples

Implementing clear service entitlements, covering: support offering, response time, customer service satisfaction and SLA
Co-ordinating across all customer-facing support touchpoints for segment – spanning outsourced tier 1, tier 2 escalations, and self-service – to identify and address friction points, and to deliver continuous improvement
Providing direct support to customers as needed
Identifying and implementing region / country-specific refinements to service delivery where appropriate
Working closely with localization / internationalization in particular to ensure translation quality across all customer-facing touchpoints
You have 2+ years of work experience in a program management or customer service in the technology sector, preferably both
You have existing knowledge of Dropbox products
You can communicate complex technical information in user-friendly ways
You have strong analytical and problem solving skills
You can complete set tasks in a timely and effective manner
You are degree qualified in a business or technical discipline
Ideally, you have 1+ year project management experience or certification

101

Customer Experience Professional Resume Examples & Samples

Apply excellent verbal and listening skills to reflect a friendly, positive disposition and commitment to the customer (whether it is our customers or the stores)
Able to navigate proficiently through multiple systems
Efficiently and effectively research inquires and complaints
Prepare and maintain call center relation forms and reference material
Document appropriate information on all issues handled
Keep current with all new policy and procedures
Follow up on all written correspondences and escalate as necessary
Able to multi task while maintaining a professional disposition
Follow up and coordinate with other departments to ensure problem resolution, and work together with other Representatives and Supervisors to promote an environment of customer satisfaction
An upbeat positive work ethic
Excellent follow through skills and the ability to work in a fast paced environment
Solid PC skills including Excel, Word and Outlook are required with PowerPoint & Access skills a plus
Prior retail experience preferred
Excellent communication skills are required
In addition, the successful candidate must display exceptional professionalism

102

Customer Experience Resume Examples & Samples

Geographical Leadership - represent Oracle Applications in the ANZ market, to customers, system integration partners, prospects, internal stakeholders, industry associations, and the media
Thought Leadership - provide insight into the local Applications market, map our offerings to local market needs
Business Plan - develop and execute our plan to dominate the ANZ software market in Applications in collaboration with the solution strategy team
Territory Management - identify the market, target organisations, and segment according to your chosen go to market model
Personnel Development - target, recruit and develop a local sales and solution team
Sales Incentive Planning - manage team quota achievement
Generate Demand - develop senior executive relationships within target accounts in the designated territory
Campaign Development & Execution - collaborate with the solution strategy team to develop marketing and PR campaigns in the local market
Strategic Sales - personally engage in the most strategic sales engagements, ensuring maximum sales conversion
Pipeline & Forecast Management - accurately manage sales reporting on opportunity qualification and sales forecasting
Customer Relationship Management - manage ongoing relationships with senior customers
Customer Referencability - ensure maximum customer referencability from sales through quality of delivery and relationship management
Stakeholder Management - manage stakeholder relationships internally, both with the regional Apps & Tech sales organisations
Business Practice Management - ensure the sales team adhere to company policy on pricing, approvals, and contracting
Sales experience – sales management experience, in a enterprise applications environment ideally
Financial management capability – Demonstrated ability to manage sales pipeline and deliver accurate forecasts
Sales experience – Track record of personally delivering sales success on a consistent basis and quota exceeding $3million per annum
Industry experience – significant Apps sales experience
CX, CRM, Contact Centre or similar customer oriented business apps knowledge
Business planning capability – Demonstrated ability to articulate a strategy and plan to build a sales business based on financial objectives, territory planning, marketing plans, etc

103

Customer Experience Responsible, Years Resume Examples & Samples

You will be in contact with Emerson customers by email and by phone
Upon reception of Customers orders, you will have to identify the relevant products, clarify the prices from the system and the Customer Database and book the orders in the ERP system in a timely manner. This involves checking the lead-times provided by the Plants, potentially get a better lead-time for the customer and confirm the order
You will follow-up on customer orders from order entry until delivery and invoicing of the goods including organization of transport worldwide
You will offer support to the Sales Offices for all questions and direct them to appropriate contacts in other departments if needed
You will be in contact with production plants and marketing, quality, application engineering and logistics departments all over Europe and be the single point of contact between the Emerson departments and the customer
You will become expert in your field and will be able to solve complex customer issues

104

Head of Customer Experience Resume Examples & Samples

Ensure holistic view of the customer experience enterprise wide; all products and channels via design sessions, and via root cause analysis of complaints and issues data
Create customer experience improvement plan and influence implementation of key initiatives to improve results and drive customer loyalty
Execute and manage escalated problem resolution via office of the chairman, regulatory responsibility for continued implementation of customer complaint policy
Execute, manage, and analyze research for all Citizens Bank ($2 MM)
Deep understanding of our customer through research and analysis related to customer loyalty; understand the competition
Monitor and measure customer service initiatives and ensure objectives are included within performance management processes
Builds highly effective, highly motivated team of colleagues and partners
Previous experience leading strategic customer experience programs
15+ years’ experience in a consumer/commercial leadership role with direct responsibility for delivering exceptional “customer experience”

105

Customer Experience Lead, Japan Resume Examples & Samples

Ensure employee happiness by creating a trusting team; communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth
Drive team to meet and exceed metric expectations; understand how to leverage the team to improve outcomes and take action to meet goals
Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings
Influence Leaders to ensure Host and Guest feedback is being taken into consideration
Be a confident problem solver, create a solutions orientated environment
Understand the top user issues and make recommendations to improve Airbnb products and policies; support team in being the voice of the customer to the rest of the company
Balance and prioritize the above based on seasonality and the needs of customers, team and Airbnb
Lead and/or participate in projects outside of the scope of your department, as assigned by your manager

106

Director, Innovation & Customer Experience Resume Examples & Samples

Responsible for pre-sales activities within CAC, including Applied & Distribution Order Management, Applied & Distribution Demand Planning, and sales pipeline system. Oversee 8-10 outside vendors who provide 3rd party products for resale and services (IT systems, extended warranties). Provide weekly sales forecast to HQ
Responsible for customer education activities within CAC including Technical Writing and Customer Training organizations
Act as a liaison with LGEUS Credit, AR, Warehousing and LGEAI divisions to resolve customer issues and improve business performance
Oversight of 4 CAC training academies and office facilities
Ownership and administration of CAC Customer Satisfaction Fund
Responsible for innovation systems and coordination of all cross functional components of digital platform
Manage and control departmental expenditures within budget including travel. Build awareness and knowledge of CAC operational support and customer requirements and provide guidance to VP, CAC and staff

107

Customer Experience Resume Examples & Samples

Implement and mature the CX and UX process within enterprise services
Design and conduct user research with internal customers for both services and products, including but not limited to user interviews, surveys, competitive analysis, and ethnographic field studies
Sketch, wireframe, and prototype internal web products
Design and conduct usability tests and any other exploratory activities to assess designs and prototypes
Work with service engineers and service owners to create customer journey maps
Conduct stakeholder interviews in order to determine requirements for projects
Summarize and present research results and appropriate deliverables (user flows, user journeys, personas, etc.) to service owners and leadership
Design and create objective surveys to assess internal user perceptions and satisfaction
Experience creating presentations and engaging audiences
Ability to communicate at both a high level and technical level
Ability to work independently with little direction
0 Years with Bachelors
2 Years with Bachelors; 0 Years with Masters
Awareness of new trends in interactive design, development, and digital platform
Solid portfolio of research summaries, web and/or multimedia design is a plus
Knowledge of usability, accessibility (Section 508), Search Engine Optimization (SEO), Search and
Findability Assessments,, and other standard best practices
Experience with Java Script and possess a basic understanding of current front-end coding practices
Experience with SharePoint publishing and collaboration sites
Experience with AGILE and waterfall project methodologies
Experience using design thinking practices to solicit multiple ideas and create innovative solutions
Experience championing CX and UX initiatives and adoption and creating or using metrics, other than usability, for measuring the impact of CX and UX towards key overall business goals

108

Global IT Tpm-customer Experience Resume Examples & Samples

Facilitate the integration of hard metrics with feedback captured through customer engagements
Compile this data to support new and existing Customer Experience enhancing projects and deliverables
Act as the voice of the internal customer and influence the decision making and prioritization process for IT support and IT infrastructure engineering team activities based on quantified customer needs
Translate customer needs into design and usability requirements for IT support and IT infrastructure engineering team project efforts
Identify risks and remove blockers within IT support and IT infrastructure engineering team project efforts
Track and report on the customer experience benefits tied to new services and service modifications resulting from customer feedback and product/service prioritization changes
Bachelor’s degree in Computer Networking, Systems Administration, Computer Engineering or related technical discipline or comparable work experience
Ability to communicate effectively with technical and non-technical individuals
Proven problem solving skills
Strong organizational skills
Track record for managing complex technology projects with aggressive schedules and limited resources
Track record for being detail-oriented with a demonstrated ability to self-motivate and follow-through on projects
Interact with project sponsors, Technical Program Managers and multiple engineering, support and development teams to define and deliver solutions in support of customer experience
Drive effective teamwork, communication, collaboration and commitment across multiple groups with competing priorities

109

Customer Experience Lead Resume Examples & Samples

Lead the global work stream managing CX focused design activities including research, design methodologies, benchmarking, and cross-functional recommendations for the online customer onboarding process (across cards and bank, all regions)
Enforce the continuous optimization of application forms thru Avoka via use of dynamic A/B testing and data analytics across the markets. Help establish KPIs for each implementation to continuously measure success and performance
Be a force of influence in leading the discussions with the Business, Compliance, Legal, Risks, and other control groups in negotiating ways of collecting customer information without creating customer friction or compromising regulations and policies
Research business cases on how other companies are successfully accomplishing CX improvement goals leading to an improved “submit” and “conversion” rates in their online channels
Ensure best practices and lessons learned are effectively communicated across all Avoka implementations
A strategic driver in building the Avoka business case for new markets, products, and product expansion within Citi
Track and monitor risks to the project as it relates to CX. Identify roadblocks across local markets that needs to roll up to global leadership team for escalation
Support Program Manager in gathering information for executive reporting regarding global deliverables and milestones on the global Avoka rollout plan
Own deliverables as delegated by the Program Manager and investigate solutions for gaps where no ownership is identified
Enforce global standards and ensure customization is minimized in local market implementation
Minimum of 5 years of professional experience in online CX optimization (or equivalent) and digital A/B testing related work
Innovative, quick to adapt and eager to keep pace with the emerging technologies in the digital marketing space
Must understand how to leverage data to drive CX strategies and derive insights to continually improve the onboarding experience using the Avoka platform
Ability to develop strategies and execute against them with strong project management skills
Experienced in working with external vendors to achieve business results
Confident communicator who can engage senior management on relevant topics
Ability to easily digest and interpret business priorities and objectives in a fast paced environment
Bachelor’s Degree required; graduate degree preferred
Strong project planning and management experience; highly organized and detail-oriented
Embraces agile values and in delivering working products fast and frequently
Must be comfortable with uncertainty and working with global functions and lines of businesses
Autonomy must be balanced with teamwork. Should be able to work with minimal supervision and direction
Interpersonal skills, patience, tact and the ability to maintain composure under pressure
Good communication skills, both verbal and written. Assertive but polite in the face of conflicting demands. Must be able to adapt to different work and communication styles
Strong sense of responsibility and might need to put in extra hours, depending on job demands
Problem solving skills. Troubleshoots conflicts

110

Specialist Customer Experience Resume Examples & Samples

Expectations, breakdown severity and business impact, using customer measurement feedback
Perform detailed analytics in order to identify root cause problems impacting customer experience delivery
Participate in cross-functional working groups with the aim of identifying customer experience improvement solutions for identified and impacted business areas
Facilitate and participate in customer experience proof of concepts and test solution efficacy for BSSA customers prior to implementation
Conduct meetings, workshops with frontline staff, mystery shopping activities, etc. and perform root cause analysis
Provide specialist guidance to the BSSA community on all matters relating to the customer experience both frontline and back office
Support the production of business cases as part of the root cause and insights solutions
Support the Head Customer Experience to interpret and translate Group Customer Care strategy into clear deliverables specific to BSSA
Consult with Group Customer Care & Insights business partner on the contribution to customer experience ensuring alignment with and participation in current and new initiatives
Develop solutions that will enable front line team members to provide a sustainable, proficient and professional level of service to customers
Facilitate the project and programme lifecycle from a customer perspective and participate in the delivery of the solutions into the business
Develops solutions to repetitive customer failures derived from roots causes, insights and all other problems that adversely affect customer experience
Establish and execute on performance improvement programme in order to drive customer experience actions across BSSA
Facilitate and participate in customer and employee forums in order to gain insights into customer experience and the obstacles to the delivery of a differentiated customer experience
Develop and implement specific service initiatives tailored to the targets agreed for customer service level improvements for BSSA (NPS, Customer Satisfaction Index, Complaints, FCR, Quality, etc.)
Produce quality reports on root cause analysis, the identification of solutions and the tracking of the effectiveness of actions deployed to improve customer service levels
Present findings (Root cause, insights, action plans, customer solutions, etc.) to management and other BSSA audiences
Providing accurate inputs to various BSSA and Group reports on root causes and the effectiveness of actions/solutions deployed to improve customer experience failures and service gaps
Implement, track and monitor corrective action plans
Build comprehensive networks and sound relationships with businesses across Retail & Business Bank including BSSA, in order to influence ways of working
Represents BSSA Customer Experience on forums and positions best practice solutions
Continuously engage with business as part of cross functional working teams in developing potential improvement solutions
Ensure that appropriate relationships are fostered and developed with internal services and external partners, ensuring a culture of collaboration
Manage the relationships with external parties that provide the insights and customer analytics
Provide insights to customer forums and BSSA Exco to enable sound decision making that will drive the customer experience strategy
Compliance to Group policies, legislation and regulations
Relevant degree (NQF Level 6) or equivalent
5 years retail banking experience
Proven ability to translate strategy into implementable initiatives
Experience in root cause analysis and exposure to customer insights

111

Customer Experience Team Leader Resume Examples & Samples

Role Model – to lead by example and treat others with courtesy and respect at all times. Live the OM brand (Caring, Connecting and Challenging) both external face to the customer and internally with colleagues
To be a team player and work as part of a team to deliver the best possible service and experience
People Management – to ensure the wellbeing of their Champions through active engagement, coaching and communication so living the OM brand
Coaching – identify areas for improvement of individuals and team and provide feedback and coaching to improve performance
3 years of experience

112

Specialist, Customer Experience Resume Examples & Samples

Maintain an end-to-end view of the customer experience and serve as subject matter expert on cross-functional Customer Experience initiatives
Leverage various research resources and techniques to maintain current and relevant customer insights
Support iterative research, design, and pilot/test cycles to test improved experiences. Confirm consumer needs are met while balancing business value. Lead or support rollout efforts to broader consumer base
Identify and monitor critical customer experience metrics. Provide input into initiative prioritization and business case development
Influence cross-functional customer touch point design, content, and timing. Ensure alignment with brand standards
Promote and reinforce Customer Experience best practices and standards
Foster a customer centric perspective and approach

113

Customer Experience Internship Resume Examples & Samples

Act as a direct contact to our customers to ensure the best Shoptiques.com experience
Oversee customer issues and ensuring timely resolution of all matters
Provide thoughtful insight to customer concerns and work with the company to improve processes to enhance the WOW team experience
Assist other areas of the business when required (Sales, Studio, International, Account Management, etc.)

114

Customer Experience Infrastructure Manager Resume Examples & Samples

Monitor the Customer Experience parameter performance by providing Customer Experience Dashboard and regular Customer Experience report to management and provide business recommendation
Lead the execution of Customer Experience Use Cases using Big Data capability
Continuously improve the Customer Experience Data architecture and Dashboard referring to competition benchmark and best practice

115

Customer Experience Engineer Resume Examples & Samples

Provide quality solutions for customer issues related to Commercial LaserJet and Ink Printers (Page Wide Array) hardware and/or software
Set clear expectations and commitments during the investigation and resolution phases, then drive action plans
Provide timely and proactive updates to customers, Field Technicians, Contact Centers and team members
Elevate cases to next level ATS support as required by conveying case information in a concise and complete way
Document the problem resolution to allow for future reference in Knowledge Database
Provide consulting services for Contact Center and Field technicians as required
Prepare for rollout/NPI of new product/services within defined technical areas
100% ownership of the cases received and driving it until resolution
Understand the criticality of cases, how to prioritize these cases in existing workload and meets initial response time as defined in Service Level Agreements
Deliver training to partners
Perform Analytics to determine issue and response trends to drive prioritized resolution investment
Prevent future occurrence by driving service response and/or communication of design fix requirements
Bachelor of Science (BS) in Computer Engineering degree or equivalent or 3-5 years of experience in troubleshooting print hardware, software, or system issues while supporting customer facing and onsite support environment
Proactive support/backlog management before cases are elevated to next level
Basic project management, communication, and analytical skills. Lead cross-functional team members or small programs/projects
Ability to provide thoughtful analysis of complex ideas/cases; develop and support main points with logically sound reasons and well-chosen examples
Understanding of the business and organization to engage in quality programs with cross-functional teams
Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision- making process
Identify process/technical knowledge gaps in the organization & contribute to process change implementation
Check & Disseminate Technical information to partners
Advanced proficiency with case management databases and tools
Superior customer service skills
Phone and remote support experience. E-support experience, knowledge and resolution ability
Ability to solve and document solutions for usage of other technicians and customers
Ability to lead resolution activities with escalated customers

116

Head-customer Experience Resume Examples & Samples

15+ years of solid business development experience with respect to technology services and/or products with a leading technology services/products/consulting organization
Experience working with a technology consulting organization
Engineering degree
MBA or equivalent relevant business experience

117

Customer Experience Intern Resume Examples & Samples

Work with teams to research industry news and trends
Collaborate on multiple Sales Operations projects, such as the re-launch of the online National Distributor Account Library
Present and have exposure to senior executives

118

Head of Customer Experience Resume Examples & Samples

Develop and execute a clearly defined customer experience improvement strategy in a manner that supports business growth, enhances equity, drives awareness and builds a loyal and engaged customer base
Build and maintain strong cross-functional alignments and partnerships,
Work with business and technical teams to identify and make significant changes to site features and experience, driving data quality and a top-tier customer experience
Automate features and scale processes to improve convenience and product discoverability for shoppers,
Define and implement improvements to product category classifications, product details/attribute, and inter-product relationships
Produce impact analysis to measure ROI
Utilize data to uncover insights and trends, develop actionable metrics and improvement plans based on the analysis and automate solutions to reduce manual effort
Bachelor's degree in Business or related field
MBA or advanced degree preferred
8+ years experience in customer experience
Extensive industry experience with SQL, XML
Deep knowledge of online marketing strategy development
Built and led teams and influenced broader cross-functional teams
Previous eCommerce industry experience strongly preferred
Open to travel, domestic and international, as needed

119

Specialist, Customer Experience Resume Examples & Samples

Approach problems logically and with good judgment to ensure the appropriate customer outcome
Conduct research as needed
Familiarity with multiple browsers, multiple tabs, window navigation and instant messenger tools
Minimum of one year of customer interaction or customer support experience strongly preferred, either by phone or face to face
Must be willing to work in an environment that requires 100% phone-based customer interaction
Excellent verbal and written communications skills, with a clear distinct voice
Ability to handle outbound and inbound phone calls in a timely manner
Ability to quickly resolve customer questions utilizing various computer screens and programs
Strong computer skills including: Excel, Outlook, MS Word, etc
Ability to learn new information quickly and apply it immediately
Individual should be detail oriented and be able to work as a team as well as individually
Auto experience strongly preferred

120

Customer Experience Data Analyst Resume Examples & Samples

Receive client inquiries via all access channels (Clarity, Email, Phone) regarding product functionality or problems; research with the client to fully diagnose the issue then develop creative solutions and respond within established timelines
Direct the team’s workflow and client engagements to ensure a high level of client satisfaction with Support
When appropriate provide consultative guidance to customers towards the resolution to their service issue
Act as a point of escalation to resolve complex issues and/or reassign cases to ensure rapid resolution to client issues
Logically diagnose and resolve basic to intermediate issues, or determine resources required to resolve
Establish and report a set of metrics and dashboard that reports on accomplishments and forecasts outcomes
Routine maintenance, troubleshooting, and development
Proper escalation and routing of customer issues and requests
Familiarity with customer service and support for software or other information technology products
Monitor group caseload, escalate or reprioritize cases as necessary, monitor case progress, provide guidance to analysts, and coordinate supplemental training
Monitor and process flows to ensure that client cases are progressing through the workflow
Serve as a mentor to team members on general Support tasks and processes
Review SLA metrics and raise attention to other management teams in Support when the team is failing to meet the SLA guidelines
Collaborate with Function Leads to help ensure client concerns are addressed with appropriate priority
Serve as a first level of escalation and work directly with clients on escalated cases and concerns
Regularly interface with other Concur departments to resolve customer issues and to develop and define processes
Associates degree in a technical field or equivalent experience (Bachelor’s degree preferred)
One or more years of troubleshooting software/hardware issues
One or more years in a role interfacing with customers
Travel industry knowledge is preferred but not required
Ability to pass a background check
Excellent analytical, written and verbal communication skills, including persuasion and documentation skills
Ability to think logically
Ability to plan and to prioritize
Ability to deliver results and meet SLAs in a fast-paced environment
Familiar with Windows OS, basic security and its built-in applications
1 or more years of experience in working in enterprise PC/Mac LAN/VPN environments

121

Customer Experience Insights Partner Resume Examples & Samples

Provide high quality analysis and insight to stakeholders including verbatim analysis, quality evaluation and front-line focus group feedback
Identify opportunities to improve the GBT Customer Experience and also deliver differentiation versus competitors
Review, interpret and challenge data to drive understanding of key drivers, risks, and opportunities, ensuring business change can be derived from insights, driving the 'So What'
Requirement for some travel in region, e.g. travel centre visits, team meetings

122

Customer Experience Transformation Lead Resume Examples & Samples

Performing and directing analysis of business performance
Provide advice on product and process design initiatives across the business and identifying, scoping and assessing opportunities for improvement
Driving approval and implementation of, and managing a portfolio of initiatives; &
Working jointly with other members of the CE team to maximise outcomes to strengthen the Optus Customer Experience
Degree qualified within a finance or business discipline
Highly developed interpersonal and presentation skills
Proven ability to perform business analysis and identifying improvement opportunities
Proven ability to lead projects with multiple stakeholders outside your direct sphere of management control
Able to demonstrate successful delivery of projects that enhance the Customer Experience
High level of IT literacy (Advanced MS Office in particular Excel), with exceptional strong numerical and problem solving ability

123

Customer Experience / Digital Manager Resume Examples & Samples

Managing the growth of multiple Ecommerce websites; including content updates, landing page creation, A/B split testing and constant innovation to drive business success online
Day to day management of digital & social marketing campaigns including reporting, planning and managing the agency relationship
Day to day management of web development projects to improve the customer experience and always put the customer first
Working as a digital producer to methodically find, document and improve customer experience issues in digital environments
Preparing presentations and documentation to outline compelling business cases to engage stakeholders and showcase what has been done and why
Implement recommendations on digital/social media marketing channels to leverage for greatest impact based on research and analysis
Liaise with cross functional MasterCard teams (Marketing, Product and Sales in particular) to coach and inform on best practice digital execution
Work with teams across numerous time zones; a global role that will work across numerous regions (Asia Pacific, Europe, Middle East and Africa, North America and Latin America)

124

Customer Experience Leader Resume Examples & Samples

Strategize and design the Customer Experience wing-to-wing roadmap, which includes the various touchpoints GEHC has with it's Customers
Driving a Customer-focused culture across the APAC organization
Manage and lead a team of region Customer Advocacy Leaders (CAL)
Work with CALs and region teams to drive ownership and the sense of urgency to resolve Customer escalations
Communicate with Customers as needed to ensure a desirable Customer experience
Develop and lead Customer initatives
Coodinate with global functions and teams for their support
Develop, deploy and analyze Customer metrics & dashboards to measure Customer satisfaction and what matters most to Customers
Develop, deploy and analyze Customer surveys in APAC, e.g. Listen & Act, NPS, etc
Develop and deploy Customer focused operating mechanisms
At least 5 years experience in GE Healthcare
Knowledge and experience with GE Healthcare products and processes
Assertiveness to communicate our needs internally to improve our customer experience
Strong external Customer communications
Strong influencing skills to lead a cross functional horizontal team
Business-level written and conversational English and Japanese
Highly motivated and passionate team player with the sense of urgency to satisfy our Customers
Passionate about satisfying and delighting Customers
Internal candidate with commercial or marketing (i.e. Customer facing) background

125

Tcs-customer Experience Quality Resume Examples & Samples

Ensure Customer Experience quality improvements are identified, with clear action plans for improvement via Nissan Europe Functions and RBU’s (Regional Business Units)
Responsible to ensure deployment of Customer Experience improvements within Nissan Europe (Function and Market) building Customer Experience ownership at all levels
Propose and manage implementation of process and activity improvements to drive Customer Experience Quality via Nissan Europe Functional teams
Escalate high priority Customer Experience issues to senior TCS management
Identifying and deploy best practice for maximum impact
Working with Customer Quality Planning/Analysis team ensure Experience Quality concerns identified, reported and triaged based on Customer Experience impact
Ensure countermeasure actions are appropriate and viable
Reporting both upstream and downstream as required
Prepare analysis/presentation material for Monthly/Quarterly Quality review meetings
Min 2 Years Experience within Automotive OEM
Understanding of Dealer Operations
Ability to interrogate data, processes and systems to identify Customer quality issues
Self-motivated, Influencer with strong written & verbal communication skills
Able to work cross functionally
Highly competent with MS Office - Excel, Word, PowerPoint for daily management, data analysis, presentation and solution development
Ability to organise and prioritise effectively ensuring deadlines are met
A good team player who questions the norm and strives to provide solutions

126

Customer Experience Data Analyst Resume Examples & Samples

Rapid/In-depth analysis and development of monthly insights
Execute operational aspects of the Attrition and service disconnection survey process, including survey send, CRM linkages, report development and the closed loop process
Effectively discuss, develop and present research analysis, and provide recommendations that impact and improve our customer's experience with Concur products, processes and people
Maintain the data integrity and accuracy of the customer listening program

127

SVP Customer Experience, Canadian Division Resume Examples & Samples

Leveraging the unique talents of others
Influencing and encouraging others to embrace and seek change
Attracting, developing, and retaining top talent by supporting growth and development
Fostering our culture behaviours: work as one (collaboration); question and innovate (innovation)own our future (empowerment)
Challenges, coaches, counsels and enables the leadership team to develop to their fullest potential
Supports managing talent across CX, and the Canadian Division business units for development and succession
Provides guidance and direction to employees with regards to multiple business strategies and direction
Aligns organizational roles and accountabilities with strategic objectives
Sets the vision for talent requirements, both short term and long term, and provides support to direct reports in recruiting the required people to deliver each year’s plan and objectives
Encourages efficiency and effectiveness in day to day customer experience
Bachelor's Degree in a relevant discipline
Demonstrates strong strategic, broad thinking and critical/analytical thinking with a strong aptitude for business and financial acumen
Experience with customer focused strategy development
Background in strategic consulting, business development, product development and marketing, or finance with 15+ years of progressively senior work experience
Ability to influence a broad range of stakeholders, at a variety of levels
Demonstrated solid reasoning and judgment skills in decision making
Superior relationship, communication and change management skills
Strong drive and initiative
Demonstrated leadership capabilities
Creative, out- of- the- box thinker with ability to communicate and engage team members, peers and senior management in business concepts and strategies

128

Manager of Customer Experience Resume Examples & Samples

Advocate for technology-enabled customer experience improvements across organizational and functional boundaries
Become an expert in the big picture customer journey as well as specific customer pain points
Stay up to date with both large and small initiatives that will improve (or harm) the customer experience
Be a thought leader on frictionless customer experience and how Staples can achieve that goal, particularly in relation to self-service, online help, digital assistance, etc
Partner with other divisions to orchestrate opportunities to work together in pursuit of the optimal customer experience
Influencing leaders across the company on a proposed new customer experience
Orchestrating technology vendor evaluations and framing up proof of concept engagements, particular in the self-service, online help, and virtual agent space
Presenting research findings to gain agreement on recommendations
Creating and advocating for IT business cases to gain funding
Crafting an executive level presentation to clearly and concisely explain a complex issue impacting our customers
Debating the statistical results of in depth analysis performed by our research team
Analyzing voice of the customer verbatims to seek out customer pain points
Facilitating cross-departmental solutioning sessions
Monitoring customer feedback on newly implemented capabilities to identify improvements
Designing questions for an ad hoc survey in partnership with our research team to understand customer viewpoint on a particular experience
Meeting with Customer Service representatives and customers to understand pain points
Assessing how other projects will positively or negatively impact the customer experience
Applies thought leadership and real world experience in order to execute initiatives that change our business
Is insanely curious about the root causes of a less than ideal customer experience
Loves to talk to customers to understand their needs and expectations
Can think strategically but execute tactically
Works collaboratively with specialized departments (statisticians, researchers, project managers, business analysts, marketers), but can just as easily roll up your sleeves and dabble in these capacities when needed
Easily network across the organization, making connections to gain a broader understanding of how the operations of different departments impact the customer experience
Quickly establishes credibility quickly as someone who truly represents a customer
Has an uncanny ability to sift through the noise and focus on most critical issues
Can juggle a wide variety of activities, from strategic to tactical, from communication to data analysis, and does it with limited oversight and while keeping stakeholders informed of progress
Bachelors of Science in Business, Marketing or a related discipline, and/or 7-10 years project management, product management, marketing, ecommerce, or related experience
Experience in a thought leadership/consultative role and with presenting to senior leadership
Strong track record of customer-focused thinking and problem solving
Understanding of functions of and interfaces between departments in a retail organization
Experience defining and developing customer experience KPIs

129

Customer Experience Improvement Manager Resume Examples & Samples

Well developed, articulate and persuasive communicator – with the gravitas to deal effectively with staff at all levels
Excellent analytical skills and attention to detail
Strong influencing skills with the ability to effective handle and overcome objections
Ability to demonstrate commercial experience defining and measuring benefits
Flexible approach allowing for changing priorities
Proficient with Microsoft office suite of applications, particularly excel
Self-starter able to work under own initiative
Team player with strong people skills
Project Management experience of managing small to medium projects from start to completion desirable
Knowledge of customer services, operations and Planviewer desirable

130

Customer Experience Spec Resume Examples & Samples

Highly organized/detail-oriented
Self starter, independent worker
Positive dedicated team contributor, selfless
Good listener
Intuitive, ability to see relationships between data/information
Adept with Excel, pivot tables, regression analysis, statistics
Adept with PowerPoint
Ability to work in a consultative manner across multiple business areas
Strong analytical & problem solving skills
Fast paced, quality assurer
Flexible, willing to adapt to new assignments
Strong written skills
Strong verbal communication skills, with experience & comfort interacting with senior executives
Prefer well rounded experience in data analysis
Prefer dedicated client experience or business process improvement role

131

Senior Director of Customer Experience Resume Examples & Samples

Develop and own the customer experience strategy to execution roadmap across multiple distribution channels and/or product partnerships
Support the definition of a future state vision for the customer experience and develop strategies aligned to that vision
Build and execute plans and detailed requirements for multiple consumer segments in an omni-channel / cross-channel / live / and digital environment, with a deep understanding and the strategic know-how of how those experiences translate across and within consumer interaction points
Build a governance plan to ensure end-to-end accountability for driving results
Drive positive change across the organization by uniting, influencing, and collaborating with front-line, executive, and C-level leaders across the organization; Understand and design enterprise change management models and best practices across verticals, at multiple levels
Serve as “go-to” expert on understanding our customers across the organization, thoughtfully synthesizing internal and external knowledge sources, as well as brining breakthrough insights and emerging trends from outside think-tanks and knowledge sources
Understand/define/refine the customer segments and develop action plans based on insight into customer behaviors and propensities
Partner, support, and align with consumer strategy leadership to continuously build and refine a segment-based customer strategy while building an operational roadmap to bring those strategies to life
Utilize “right-brain” and “left-brain” thought leadership to bring complex, big-data voice of the customer needs, drivers, and requirements into the agenda thoughtfully with a prioritized, strategic lens
Translate action plans into business rules that define how each type of interaction should be handled for each customer segment
Design customer experiences that reflect corporate strategy, enhance satisfaction, and are profitable
Identify the people, process, and technology capabilities required to deliver desired customer experiences in market, and then plan for the implementation of those experiences
Analyze and synthesize data to understand why customers are satisfied/dissatisfied, along with their attitudes, motivations etc. to develop deep insights into customer needs and behaviors
Build compelling and insightful data-driven presentations to business partners, driving the customer experience priorities and agenda
Prioritize key customer requirements and develop key metrics that will adequately quantify performance on each key dimension
Drive a deep understanding of how organizational and business-level strategies shape the customer experience, while influencing decision makers to refine/rethink direction to always deliver an enhanced experience
Identify quantitative and qualitative research methods that link customer experience enhancements to organization outcomes and return on investment including impact on key financial metrics and operational excellence
Partner with Intelligence, operations, and Analytics to define enabling capabilities, infrastructure, and processes to ensure seamless execution, measurement, and continuous improvement
Partner with HR teams and align with employee engagement strategies to build a best-in-class customer-employee optimization model
Create scorecards/dashboards/ target metrics and presentations for programs to support optimization of investments
Provide strategic leadership of short- and long-term goals through the use of thoughtful techniques in the communication of the company’s mission and core values as a means to implement positive change and/or create organizational structure within the assigned business unit(s)
Lead operational efforts through subordinates to complete the administration of business processes and services to ensure the operations effective achievement of goals within the assigned business unit(s)
Direct and control the broad activities of the business unit(s) through the interpretation, application and implementation of company-wide policies and processes appropriate to the functional area(s)
Ensure that budgets and schedules are within company requirements with significant organizational responsibility for the overall control of planning, staffing, budgeting, expense priority management, and recommendation and implementation changes of current methods
Consistently exhibit a joy and passion for driving the customer experience agenda, for the greater goal of our mission and always doing what is right by the customer
Assist with various projects as assigned/other duties as assigned
12+ years’ leadership experience in consumer strategy, marketing, and/or distributed retail customer experience roles; Financial services preferred; Other service industry leaders considered
Demonstrated ability to maintain a positive attitude in all environments, under multiple time constraints, requests, and pressure levels
Exceptional customer-centric focus and previous experience with segmentation building and organizational alignment
Ability to work with a strong sense of urgency and working with limited information and data
Strong interpersonal skills with the ability to communicate with all levels of management through diplomacy and tact
Excellent oral and written communication skills; Compelling powerpoint capabilities with ability to tell stories from multiple, complex data sources

132

Head of Customer Experience & Advice Development Resume Examples & Samples

Own the 'client experience' that will deliver greatly improved client engagement and NPS
Input on the development of NAB FP's Approved Product List (APL)
Develop Ongoing Service Program (OSP) to key client segments taking into account cost to serve and customer preferences

133

Ebay Customer Experience Resume Examples & Samples

Review accounts in an effort to verify activity and mitigate loss
Analyse the sellers account history, trends & performance and set expectations with the seller on how they should trade on the site and create a good buyer experience whilst growing their sales on eBay
Understanding of the importance of customer service to businesses in terms of buyer loyalty & how customer-centricity can drive sales
Performance is evaluated against the ability to make judgment calls, the ability to make sound decision, a desire to make decisions, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism
Achieve Quality, Satisfaction & Metric driven Targets as set out by Team Leader

134

Performance & Customer Experience Senior Analyst Resume Examples & Samples

Adhere to highly credible methodology as relates to target setting
Provide project support with ability to answer and escalate questions, identify risks, and make key decisions
Management of day to day programs for Customer Experience
Vendor Relationship Management
Complete performance analysis and scenarios, and extrapolate this data to make appropriate recommendations to business leaders
Build and leverage partnerships within Shared Services and partner groups
Provide all Business Distribution Leaders the rationale and methodology for decisions and recommendations

135

Performance & Customer Experience Senior Analyst Resume Examples & Samples

Advanced Experience with Microsoft Office, specifically Microsoft Excel, Access, PowerPoint
Knowledge of operating systems and data warehouses
Demonstrated strategic thought leadership
Strong understanding of target setting methodology and analysis
Ability to multitask, make key decisions, and work independently
Strong presentation skills with Senior level management
Strong understanding of various statistical, econometric, and quantitative analysis techniques, solid understanding of computational methods and their applicability to business problems
Strong knowledge/experience of workforce management metrics including AHT and Calls Handled, and Customer Commitment Time
Strong knowledge of PC Capacity Plans and Forecasting, Vacation Loads and other FTE impacting formulas
Has aptitude to analyze sales, productivity and customer experience data and provide proactive business recommendations

136

Customer Experience Activation Manager Resume Examples & Samples

Capture insights and issues across regions that impact the Customer Charter and develop an opportunity pipeline for improvement in line with overall customer experience program
Generate and embed Customer Heartbeat /Voice of customer insights into the Customer Charter and overall CX agenda
Management of timely updates to the Charter based on decisions derived from insights and issues
Recommend and develop tools, frameworks and communication approaches required to drive the activation and continuous improvement of the Customer Charter
Drive the activation of Customer Charter and other CX projects working in collaboration with OUs and CX Network
Support the development of key OU enabler projects in conjunction with relevant functions within Lubricants
Develop and execute measurement programs to monitor Customer Experience Activation and the rollout of the Customer Charter, inclusive of customer charter scorecard and tracking system to monitor overall performance
Contribute to the overall CX agenda by leading the development of additional CX projects
Lead and own the communications program for Customer Experience team
Establishing close working relationships and consistent engagement with the senior marketing leaders and the Customer Experience Network. Additionally the role interfaces with senior leaders in digital, IT&S, global supply chain, operational excellence, insights, OU activation teams, amongst others
Clearly communicating the key programme messages to ensure buy-in with various stakeholders within the Business / Regions
Often ambiguous and an evolving environment with multiple different stakeholder expectations and demands
The implementation of new marketing tools and techniques within an established sales and marketing team
Experience in marketing, including marketing and/or customer operations
Good networking and influencing skills
Awareness of BP Lubricants’ business and markets
Experience in leading marketing, sales and change programmes
Experience in developing value propositions and understanding of brand management
An ability to work within a local and global team
Project management experience would be desirable

137

Customer Experience Lead, Building Resume Examples & Samples

Design and implement game-changing customer experiences that challenge conventional customer service for new technologies and products at scale
Develop and improve customer service policies, best practices and playbooks that reflect commitment to achieving the highest standard of satisfaction, excitement, and loyalty
Partner the GTM lead to create the 3 year channel strategy that serves all touch points of consumer experience from Discovery/Buy/Use to Support
Liaise with internal community support teams to deliver cohesive and coordinated customer engagement and market development strategies
Support creation of a warranty cost model that aligns to our Go-to-Market Business strategy
Analyze and incorporate external and internal customer insights into our processes to ensure industry parity and improvement in customer value
Partner with branding, engineering, marketing, and operations to deliver better customer service and experience through communications, technology and process
10+ years of work experience, including 4+ years of related consumer experience in an Internet or hardware company
3+ years experience with warranty policies and warranty cost modeling
Bachelor or Master’s degree in Operations, Supply Chain Management, Business or a closely related field
Creative, results driven, able to zoom from strategy to execution, business minded, and collaborative
Knowledgeable in delivering quality customer experience & service over a variety of channels
Analytical and modeling skills
Experience leading operational and strategic initiatives across various geographies, developing process improvements and playbooks and ability to present to and communicate with executives
Experience with structuring ambiguous problems, identifying analyses and creating appropriate presentations and story lines to influence executive decisions
Experience planning for and managing projects, coordinating and collaborating with cross ¬functional team members to deliver quality results within the project deadlines
Demonstrated experience leading cross-functional teams, and ability to create structure and drive progress in an ambiguous environment
Communication, problem solving, and collaboration skills
Ability and willingness to travel up to 25% to global locations

138

Customer Experience Resume Examples & Samples

Establish professional and deep relationships with key personnel in assigned customer accounts
Lead account planning process that develops account strategy, financial targets, and critical milestones
Lead and manage the end-to-end sales process through engagement of appropriate resources such as Pre-Sales Consultants, Oracle Consulting, Executives, and Partners
Deep understanding of customer's business environment, and proactively assess, clarify, and validate customer needs on an ongoing basis
Pipeline development through a combination of phone calls, email campaigns, and market sector knowledge/intelligence
Create and maintain a sales pipeline to hit and surpass goals within designated market sectors
Engage with prospect organizations to position Oracle solutions through strategic value-based selling, business case definition, ROI analysis, references, and analyst data
Generate short-term results whilst maintaining long-term perspective to maximize overall revenue generation
Accurate quarterly forecasting and revenue delivery
Extensive, relevant experience selling enterprise software solutions with a major software vendor
Successful history of net direct new business sales, with proven ability to consistently deliver against targets
Demonstrable track record of sales over achievement
Credibility at all levels, including CXO
CRM, Sales Automation or similar business apps sales preferred
Good written, verbal, and presentation skills
Be creative with strong problem solving skills and the ability to succeed in a fast-paced environment
Proven ability to work well as part of an extended sales team

139

Analyst Customer Experience GA Resume Examples & Samples

Deliver high-quality, value-add data driven insights that drive improved decision making with the CPB Coverage, Sector and Customer Experience teams and demonstrably moves the business forward and achieves commercial outcomes
Industrialise best RM performance principles by using data to drive quality customer interactions
Improve acquisition targeting and ensure the drivers of retention are understood and embedded
Manage multiple stakeholders and guide analysts and senior analysts in providing quality outputs on multiple projects
Proactively take part in process improvement through idea generation and business delivery improvement initiatives (e.g. project enhancement through additional analysis modules etc.)
Prepare for the quarterly audits and ensure compliance to all audit checks
Help in evaluating and managing risk (Audit issues, Ops risk, internal risk assessment) for the team
Masters in Business Administration / Maths / Statistics / Economics / Operational Research / Quantitative Economics
Bachelors Degree in Engineering/Economics/Commerce/Mathematics
4-6 years of relevant experience in data management preferably within financial services industry or database marketing
2-4 years of relevant experience in analytics preferably within financial services industry or database marketing

140

Ddi-customer Experience FED Manager Resume Examples & Samples

Work with senior management to define interactive delivery, thought leadership on customer experience strategy, innovations, end-to-end solution architecture for complex business problems within domain areas
Work with senior management to optimize digital customer experience team structure, prioritize digital domain knowledge development plan and direction, and participate team building and talent retention activities
Work with senior management to expand digital delivery interactive offerings, develop digital customer experience common practice and reusable assets in both depth and breadth
Cooperate with Accenture internal teams and external alliances
Play from technical contribution perspective during qualified digital delivery project sale phase
Plan, estimate, design solutions, lead build, test and deployment cycles for digital delivery/implementation/maintenance projects
Customer Experience and Design Services domain knowledge expertise, covering a wide spectrum of interactive design, creative design, accessibility, front end design/development, portal, and internal/external UX of IT system transformations
Program/project management leadership and coordination with other capability leaderships. Play critical program/project roles related to customer experience especially at front end, in a bigger digital delivery project
Drive a fast-paced, client-facing consulting environment in which it is essential to keep up to date with the rapidly developing trends in digital delivery
Has latitude in decision-making and determining objectives and approaches to critical assignments

141

Global Customer Experience Agent With English & German Resume Examples & Samples

Provide support and troubleshoot small and medium business customers’ product related queries across multiple channels: phone email and chat
Optimize customer’s online presence, digital marketing and create superior customer experiences
Introduce features and new products for existing business customers
Manage the daily workload of responsibilities efficiently and be able to adapt to the work plan
Creatively come up with innovative solutions for customers and for internal use
Min. 6 months of previous customer services experience , ideally within online related services
C1 level of German and B2 level of English
Experience working in a B2B environment would be an asset
Comfortable with a rapidly-changing environment
Focus on end-user and customer experience
Flexible and quick learner, able to adapt to continuously evolving client needs to help grow their business on the advertising platform
Ability to understand your current clients’ processes and guidelines
Ability to provide constructive feedback to the overall product, processes, and policies, as part of delivering and improving services delivery model
Ability to research, perform account investigations, upsell, optimize, document, update and follow up on these issues and responses as they come up
Commercial mindset, interested in digital marketing
Resolve customer issues in a timely manner, pro-actively communicate the progress to clients and identify areas where they can improve how they use our solutions
Self-driven with attention to detail and follow-through
Ability to multi-task and work under pressure

142

Global Customer Experience Agent With English & European Languages Resume Examples & Samples

Support operations of online advertising product
Provide support to our online advertisers for all of their product related queries across multiple channels - chat, email and phone
Campaign optimization and pitching features for existing and new customers
Troubleshooting queries from customers
Account activation and account optimization
Account, campaign, budget and keywords management queries
Complaints, fraud, and account hijacking queries
Bachelor degree or equivalent experience
Written and spoken fluency in business English and other listed languages
Focus on end user and customer experience

143

Global Customer Experience Agent With English & Russian Resume Examples & Samples

Campaign optimization and pitching features for existing and new customers via outbound contact to selected portfolio of customers
Managing account activation and optimization, campaign, budget, troubleshooting and keywords queries from customers
Bachelor or master degree
Customer services experience - min. 6 months - ideally within online related services
Written and spoken fluency in business English and Russian
Flexible and quick learner, able to adapt to continuously evolving client needs to help grow their business on advertising platform
Ability to provide constructive feedback to overall product, processes, and policies to improve process

144

Customer Experience Fields Intern Resume Examples & Samples

Assist the WBG Customer Engagement team with the promotion and management of event opportunities including NFL hospitality, golf outings, summer concerts and MLB events
This includes coordination of meeting and event logistics, including securing venue, catering, signage, RSVP list management and all other event details
Develop framework for execution, align with sales, communicate, drive attendance and provide reporting
Benchmark results and execute ROI analysis for all events

145

Head of Consumer Bank & Wealth Management Customer Experience Resume Examples & Samples

Define the future state vision for a world class customer experience and develop diagnostic scorecard
Create road map to improve the customer experience and deepen relationships (listening points and interventions for each point along the journey)
Partners with all internal stakeholders to ensure end to end accountability for driving results to support evolving customer needs
Understands the landscape of best practices and benchmarking across relevant industries and surveys (JD Power, NPS scores, etc…)
Develops fact based business case assessments to drive the best investments and ensure consistency and standardization across big data
10+ years of broad leadership experiences focused on consumer businesses with an analytical / strategic focus (large scale distributed retail networks a plus)
Strong passion for growing engaged customers and deep understanding of business drivers
Digitally savvy
Ability to synthesize large amounts of data to tell a relevant story
Collaborates well in highly matrixed organization and ambiguous environment
Comfortable presenting recommendations to senior management and capable of influencing multiple stakeholders
Proven project management experience working autonomously in a fast-paced environment owning multiple work streams end-to-end
Strong quantitative, critical thinking, and analytic skills and the capacity to quickly learn and develop new strategic frameworks
BS/BA; MBA preferred but not required

146

Ebay Customer Experience Resume Examples & Samples

Answering emails from eBay High Value customers
Provide direction to Top Sellers on how to improve their business performance on eBay (on Shop Features, Seller Dashboard, DSR’s, Shipping, Policy, etc.)
Be an advocate and ensure satisfaction of the High Value customer group
Provide up-selling, cross-selling and account retention services as directed or needed
Utilize discretion and deliver timely judgments with the primary goal of resolving the client problem and retention of a satisfied customer

147

Manager Senior Customer Experience Resume Examples & Samples

Deliver projects which lead to the creation of an industry leading customer experience which is notably different, far exceeds expectations and is at the global forefront of simplicity and usability while still maintaining the depth and rich functionality of the Absa product set
Leverage insight and data to ensure that products/services/solutions are truly designed around the customer/client
Work with insight teams to develop a comprehensive understanding of the market
Manage user testing, including stakeholder interviews, focus groups, contextual enquiry and usability testing – in partnership with external vendors if necessary
Develop relationships with colleagues and stakeholders across Barclays to ensure development and delivery of consistently great customer experiences that drive customer intimacy and leverage best practice
Manage 3rd party agencies for the delivery of testing, UX and Design work according to agreed quality standards and timeframe
Coach and mentor colleagues on the skills and capabilities required by high performing change professionals
Manage and provide objective feedback, conduct performance reviews and oversee career development of line reports (where applicable)

148

Ebay Customer Experience Member Member Resume Examples & Samples

Be empathetic to member concerns and show a sincere desire to serve
Successfully be able to balance eBay expectations with member expectations
Understand how to respond to the following escalated issues; eBay Money Back Guarantee, Seller protection, Feedback policies, Canceled transactions, Partial Payments, UPI Appeals, INR, SNAD, Returns, and Prohibited items
Understand funds availability and their policies
Demonstrate a high level of patience and empathy
Demonstrate strong customer service skills
Investigate moderately complex issues and make informed decisions and judgments as a result
Understand how to respond to the following escalated issues; Refunds, High Value Claims, High Risk, Buyer Risk Management, Bad Buyer Experiences
Demonstrate high levels of customer service skills
Work with complex and challenging issues and questions
Make accurate judgments and decisions with limited information
Demonstrate exceptional questioning and investigatory skills to understand root issues and core problems

149

Director of Customer Experience Resume Examples & Samples

Operations (Quality, throughput, service, employee engagement)
Change Management
Lead the Service Desk team
Lead the Access Management team
Lead Customer Experience across the Division
Comprehensive individualized feedback/development plans aligned with customer experience standards of behavior (culture of continuous learning)
Alignment of hiring methodology with customer experience expectations (job descriptions, interview questions, interviewer training, screening/assessment tools, selection, 90 day post-hire feedback checkpoint - do we walk the talk)
Develop appropriate forums/systems for sharing best practices (IT, Division, Corporate, etc.)
Bachelors required, Masters preferred

150

Senior Analyst, Customer Experience Resume Examples & Samples

Monitor integration points with various CRM systems (i.e. Salesforce, Microsoft Dynamics)
Ensure daily/weekly operating of EFM system and take key lead and follow through to resolution when issues arise
Act as first point of contact to internal business partners responding to questions and requests
Manage use logins authorization and use access rights
Execute and provide ongoing communication of reports and messaging to internal clients according to planned schedule
Support the Manager of Customer Experience with project implementations
Help produce and maintain appropriate project documentation for all CX programs
Develop relationships and have frequent communications with EFM vendor
Manage assigned responsibilities and support Customer Experience EFM programs that will ensure the voice of the customer (customers and consumers) is heard
Engage with key functional groups in IT and Operations to ensure appropriate support for initiative launch and ongoing maintenance
Analyze and interpret data and historical trends; driving effective and actionable business decisions
Collect and analyze data from EFM platform and/or other data sources and assemble results into client-facing deliverables
Support ad hoc research requests
Help identify ways to simplify and improve processes, proactively making suggestions for efficiency improvements
Develop and execute ad hoc survey projects as requested
Manage other responsibilities as they arise
Bachelor degree Business Administration, Marketing, and/or Statistics. (MBA, MMR or other advanced degree a plus.)
3+ years of work experience in Customer Experience or business intelligence role
Working knowledge of various CRM systems (i.e. Salesforce, Microsoft Dynamics)
Technical experience with the setup and management of automated data flows
Experience with survey software a plus (i.e., Clicktools, KeySurvey, Qualtrics)
Experience managing Enterprise Feedback Management vendors and their solutions (i.e., Medallia)
Proven ability at establishing strong relationships and credibility among key stakeholders
Experience in managing projects, vendors, and clients
Ability to work in a fast paced, deadline oriented, multi-task environment in which attention to detail is expected
Working knowledge of MS Word, Excel, PowerPoint, and Outlook required
Intermediate SPSS (or similar software) skills
Highly detail oriented
Ability to manage multiple tasks to completion
Ability to trouble shoot and problem solve through resolution
Willingness to learn and to take on challenges
Strong work ethic and dedication
Positive attitude and a team player
Energetic, adaptive

151

Customer Experience Mgr Resume Examples & Samples

5 years of experience in executing customer/client experience strategies in B-to-B, B-to-C or B-to-B-to-C companies, leading product management, leading six sigma change initiatives, strategy/management consulting and/or product commercialization efforts
Six Sigma master black belt or black belt
Proven track record of establishing the customer experience strategy
Established and operated Voice of the Customer programs (collecting feedback, analyzing, reporting, customer follow-up, insights on what actions are needed)
Part of a dedicated customer experience organization that drove improvements
Strong at implementing sustained employee behavior changes

152

Supv Customer Experience Resume Examples & Samples

Provides day-to-day management and support to customer service staff
Oversees personnel needs of the customer service department including selecting, coaching, and training employees and evaluating employee performance
Provides input into termination, compensation, and promotion decisions
Monitors and evaluates customer service performance. Identifies operational issues and process improvements, and implements strategies to improve performance
Monitors call center schedules, training time and performance forecasts to ensure service levels remain at or above set goal
Evaluates customer feedback through various channels. Identifies process improvements and implements performance improvement mechanisms
Communicates and enforces company policies and procedures and develops and implements customer service performance standards
Mentors Lead Customer Service Representatives and provides guidance to continue growth in customer service organization
Determines training needs and establishes programs
Compiles all customer service reporting requirements. Develops and analyzes budgets, reports, and financial data
Investigates and resolves escalated customer service inquiries
Direct supervision of ________ full-time employees, and
Indirect supervision of _________ full-time employees, including call center administrative staff
Experience: 5 years of relevant work experience
Call center or customer service experience and supervisory/management skills required

153

Customer Experience Executive Resume Examples & Samples

Must have prior Quality Assurance work experience
Fluent in English, written and oral, Multi-lingual is a plus
At least one GDS environment knowledge (multi-GDS a plus)
Knowledgeable with MS Office
Strong Presentation skills
Management report preparation
Excellent organizational and analytical ability for process mapping and thinking out-of-the-box for new and better ways of doing business
Demonstrate pro-active and “can do” solution driven approach
Display initiative and ownership
Capable of making sound judgments
Rigorous, well organized and self-motivated

154

Director of Customer Experience Resume Examples & Samples

You are a rare breed. Highly analytical, creative and innovative; you get things done in digital with a 7+ year track record working with a beloved consumer brand in retail, service, financing or hospitality to prove it
You have hands on experience managing most/all digital channels
Exceedingly analytical nature and experience running A/B, multivariate, and usability tests
You combine a data-driven approach that’s grounded in customer insights
You must be highly motivated, a brilliant communicator and a resourceful problem-solver with the ability to lead and collaborate effectively with cross-functional teams

155

Manager of Customer Experience Resume Examples & Samples

You are a high-energy, hyper-focused and obsessed with today’s customer experience
You have 4+ years of proven track record delivering successful CEX improvements for a beloved consumer brand in retail, service, financing or hospitality
Experience integrating customer experience processes/touch points with technology
You must be highly motivated, resourceful problem-solver with that ability to lead and collaborate effectively with cross-functional teams

156

Customer Experience Director Resume Examples & Samples

Consult with current and prospective clients, client solutions and operations teams on customer experience design, optimization, and transformation
Complete end to end customer experience journey mapping evaluations for current and prospective clients
Use insights garnered from customer interactions to drive transformation and change in customer experience strategy, design, and delivery
Provide thought leadership and subject matter expertise on customer experience related topics including but not limited to customer experience measurement and analysis, survey design, contact engineering, emerging technologies, multichannel support strategies, contact reduction, customer effort reduction, transformation strategy and journey mapping
Complete customer experience benchmarking across and within industry verticals
Develop market facing content to educate customers and prospects on customer experience topics
Manage Customer Experience projects as assigned by leaders including discovery, planning, observation, analysis, recommendations, presentations, implementation, follow-up, and success measurement
Present findings and recommendations to key client stakeholders
Partner with Client and Business Solutions teams to leverage the company’s value to our clients by driving performance and client satisfaction, enhance business value propositions, and examine new growth opportunities by adding value and differentiation through Customer Experience Transformation activities
Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties
At least 5 years of related experience required, inclusive of at least 2 years experience researching, presenting and defending theories or recommendations in a business or academic setting
Prior contact Center/Client Management experience within the Business Process Outsourcing industry preferred
COPC Registered Coordinator, Six Sigma, or other Customer Experience industry certification preferred
Previous experience using Business Intelligence and Analytics software such as Tableau or Interaction Analytics software such as Call Miner an asset
Knowledge of quality or customer experience principles strongly preferred
Excellent interpersonal skills and the ability to interact and collaborate with across all organizational levels and with clients
Demonstrates exceptional continuous improvement/transformational skills
Ability to deliver professional and logical presentations in front of key decision-makers
Ability to research information online
Ability to analyze data and findings and formulate solutions
Ability to make logical and effective decisions in a fast-paced environment
Ability to manage in a matrix environment
Excellent personal computer skills including Microsoft Office
Excellent judgment, reasoning, and problem solving skills
Ability to maintain the highest level of confidentiality

157

Exceptional Customer Experience Resume Examples & Samples

Support the rollout of the Business Aircraft brand across the Customer Experience organization and customer facilities to ensure it is entrenched in the organization through revised letterheads, business cards, templates and other communication vehicles
Assist in the planning, conducting and analysis of research through surveys, interviews, workshops and user testing
Consolidation of survey results and action items
Research and prepare analysis and comparison reports of different suppliers
Data entry of feedback forms and customer preferences
Understand how and what information is manually gathered and entered into customer databases
Conduct Data cleansing activities to support larger CRM effort
Manage the ExceptionalXperience inbox, track suggestions and coordinate responses to employees featured in Customer Success Stories
Complete process mapping activities for different work functions
Prepare presentations and reports linked to strategies and key projects
You collaborate with many partners and suppliers (agencies, consultants, translators, copy editors, etc.)
You are pursuing an undergraduate diploma in marketing, communications or business
Self-sufficient, you are detail-oriented and have a strategic mind
You respect timelines and enjoy working in a fast-paced environment
You like challenges and demonstrate initiative and creativity
You enjoy teamwork and like to establish good interpersonal relationships
You are very proficient in both French and English, spoken and written
Knowledge of the aerospace industry is an asset
For the duration of the internship, this position is full-time, 40 hours/week

158

Flagship Customer Experience Manger Resume Examples & Samples

Brand Management
Customer Experience Management (CEM)
Knowledge of Customers
Organizational Communications
Retail Business Development
Retail Channels
Retail Industry
Retail Operations
Sales and Marketing
Sales Function
Sales Support and Administration
Store-based Retailing
Talent Management
Training and Development

159

Customer Experience Resume Examples & Samples

Be passionate about delivering exceptional customer experiences
Have experience working with customer journey design or analysis
Be able to manage and influence stakeholders and deliver results
Be able to grasp complex information and use it to make good decisions
Possess the ability to work on multiple projects and prioritise effectively
Be driven to implement positive change across business
Possess sound market knowledge and be able to offer key industry insights

160

Customer Experience Lead Resume Examples & Samples

Creating and realising the delivery of the IT&S customer experience roadmap in alignment with the broader IT architecture strategies, policies and plans
Creating budget plans in alignment with the above mentioned customer experience roadmap and ensure priorities are clear and articulated together with associated risks
Providing Customer experience guidance to IT&S service owners wishing to redesign their existing, or create new services
Optimising and adapting customer feedback channels and capitalizing on any improvement opportunities including well defined escalations processes
Creating and managing customer centric IT&S surveys and research across organisations to leverage smarter, more effective mechanisms for gaining ‘in the moment’ returns
Creating SLA reporting for customer experience across the wide range of IT&S services and implement tooling as required, to assist with such measurement in order to drive consistency

161

Customer Experience Leader Resume Examples & Samples

Present new products and services and enhance existing relationships
Work with internal colleagues to meet customer needs
Arrange and participate in internal and external client debriefs
15+ years of professional work experience, including experience as an executive role in a B2B disruptive company, startup experience preferred
Extensive track record leading business development combined with proven success in building business development functions with rapidly growing revenue
Keen customer insight and strong understanding of target audiences, channel marketing and brand. Proven self-starter who thrives in a fast paced environment with tremendous opportunity ahead
Ability to drive to results through excellent communication skills and streamlined decision making
Experience with millwork and/or building products preferred
Experience with CRM systems ie salesforce.com, ERP type, etc
BS required; MBA preferred

162

Customer Experience Expert Resume Examples & Samples

Answer inbound calls from restaurants and diners with regards to changes to their account and online content
Update restaurant and diner online content and account information
Document all calls accurately using ticket tracking system
Follow up with clients within specified time period to resolve open issues
Provide quality customer service on every ticket
Communicate clearly with in office and remote staff

163

Intern Intangibles & Customer Experience Management Resume Examples & Samples

Enrolled student(f/m) at a university or university of applied sciences
Preferred field(s) of study: business administration, marketing, business informatics, business psychology or related fields
Computer skills: MS Office
Strong written & verbal communication & presentation skills in English; German is a plus
Ability to work independently; flexible team player
Available for 6 months
First professional experience in one or more of the following fields would be desired and a great plus

164

Customer Experience Assistant Estagiário Resume Examples & Samples

Analyze and update databases
Coordinate action with Sales Executives
Read surveys
Understand what our customers are requesting and translate into suggested action plans
Major degree preferred in Administration, Marketing or related area
Students who will graduate in two years timeframe
Portuguese / Spanish speaking
Strong Soft Skills
Advanced excel
Teamwork orientation
Not required

165

Customer Experience Director Resume Examples & Samples

Manages and directs the Sampler package team at sales site(s) and is responsible for the overall performance of the team
Handles client complaints and monitors satisfaction during the Sampler process to ensure all guests leave the sales office with a good sales experience
Ensures "customer rights" are met, to include any tour experience
Handles client and owner complaints and satisfaction on complaints/issues that are forwarded from corporate or other sources, in reference to sales and marketing on site
Acts as the compliance liaison between the site, management, and corporate entity reporting the issue
Partners with management to maximize sales results
Follows and enforces business unit policies on office set up and maintenance, along with team member attire, nametags, etc
Partners with management to learn and administrate processes such as non-qualified management, referral lead collection, rescission management, data harvest, hospitality survey, tablet/iPad projects, and any others processes as determined by management
Completes all required company trainings and compliance courses as assigned
Adheres to company standards and maintains compliance with all policies and procedures
A minimum of one (1) year of experience in the administrative and vacation ownership field required
A minimum of two (2) years of supervisory experience in the administrative and vacation ownership field required
Operates general office machinery (i.e., computer, copy machine, fax machine)
Computer proficiency in Microsoft Word, Excel and Outlook
Understand how to develop and implement business strategies
Ability to interpret and create policies, procedures and manuals
Proficient in time management; the ability to organize and manage multiple priorities
Ability to take initiative and effectively adapt to changes
Recognizes an emergency situation and takes appropriate action
Able to establish and maintain a cooperative working relation
Ability to interpret and create spreadsheets
Able to use sound judgment; work independently, with minimal supervision
Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes
Competent in public speaking
Performs well with frequent interruptions and/or distractions

166

Director, Innovation & Customer Experience Resume Examples & Samples

Know what the Customer Experience is today by capturing and understanding customer, operational and brand metrics that reflect the performance of the Customer Journey Map in Manulife Hong Kong today
Review and analyse the data across the Customer Journey Map (Transactional NPS, Alexa Rankings, Brand Awareness etc.) to provide insights and recommendations across the customer touch points through the Net Promoter System and Omni-Channel Taskforce
Stay up to day on customer experience trends and technology
Identify areas and conduct further research to understand the potential options of how a customer touch point can be redesigned and the impact on the customer experience
Work with members of the Omni-Channel taskforce to help make informed strategic decisions on future customer journeys based on the facts and research presented
Bachelor of Arts from a top-tier university
At least 8+ years of work experience
Knowledge and experience in implementing the Net Promoter System
Experience in the life insurance industry and consulting, strategy or marketing function is a definite advantage
Perfect written English
Fluent in Cantonese and Traditional Chinese characters
Critical and Strategic Thinking: Can apply independent thinking and critical analysis to market trends
Analysis, Insight and Problem Solving: Strong problem solving abilities by identifying issues, developing insights and asking the right questions. Takes a logical approach to finding an answer based on research and sound analysis. Through the insights developed, is able to understand and prioritize key issues
Collaboration and Influence: Has excellent collaboration and influencing skills to work with a team of peers and senior stakeholders
Perseverance and Hard Work Ethic: Has a strong sense of ownership and hard work ethic to see things to completion. Is not deterred by challenges and obstacles. Will explore all angles and think creatively on how we can overcome obstacles and challenges to achieve our objectives
Strong Financial/Data Analysis: Ability to translate financial information into relevant and applicable information
Project Management: Ability to drive projects to execution by developing deliverables timelines and effectively managing stakeholders
Stakeholder Management: Effectively manage cross business and functional stakeholders across Hong Kong Operations – Individual Financial Product, Employee Benefits, Operations and IT, Marketing and Legal and Compliance to provide the deliverables needed to drive projects to completion
Change Management/Ambiguity: Can work in a fast paced environment with incomplete information, but continue to push through based on known information, common sense and asking the right questions
PowerPoint, Word and Excel: Expert skills on PowerPoint with the ability to tell a story and sell a message. Can analyze large quantities of data, generate charts in Excel. Should have the ability to translate what the data is saying into applicable and useful information. Is disciplined on formatting documents

167

Head Customer Experience Resume Examples & Samples

Take responsibility for the development of the strategy for Customer Experience across the total consumer database with the aim of improving the service and product features available to our customers
Initiate and implement the customer life-cycle concept and roadmap to enable the business to deliver a “best in class” customer experience to our chosen markets in Africa
Ensure a consistent “go-to” service experience for our customers across segments, products and services in Africa
Monitor and enhance the customer service levels and experience through our call centre, and drive improvement in business performance and customer experience
Embed the LIMME and values based business culture across all customer touch-points for the area, and ensure that the customer is always central to all business activities, systems, processes and procedures
Support the up-skilling and the development of our staff who are in contact with customers so that any customer issues can be resolved through a “best in class” approach
Lead, initiate, design and implement customer experience improvement initiatives and projects within the portfolio
Facilitate the strengthening of our view of the customer to enable and enhance customer experience improvement initiatives / innovation
Initiate and lead customer insight exercises/projects aligned to the business strategy and growth market share growth objectives
Ensure that service levels and turn around times within the portfolio are in line with agreed objectives / industry benchmarks, and continuously enhance these through on-going research and activities
Work closely with technology functional teams to ensure the platforms support the customer experience strategy
Ensure that customer channels are managed effectively, and that new and existing channels are in line with our “go-to” strategic roadmap
Head customer service forums, and provide ongoing feedback / analysis on our current performance in the customer experience sphere, with recommendations to management flowing out of these
Manage and oversee the customer complaint process and develop pro-active tools to ensure that customer complaints are reduced
Own the customer touch-point experiences and lead the transformation of our brand strategy to be the “go to” card of choice in our chosen markets
Drive P&L performance within the business by developing income generating products and services for target markets in Africa
Ensure the business drives a holistic sales approach to customers in line with the brand strategy and customer experience business intelligence within the business
Ensure that business channels such as the call Centre act as strong retention and business growth platforms for all products
Initiate and implement customer experience standards for the business’s touch-points, and ensure the application of these standards by providing the required leadership and support for monitoring and implementation of initiatives
Facilitate product / process enhancement initiatives with staff & involve them in producing solutions/improvements/action plans to enhance customer services experiences
Assume overall accountability for the customer experience for the area by interacting with customers, analyzing trends and patterns in customer complaints, and driving service initiatives and projects
Lead regular interaction opportunities with the area touch points to drive appropriate conduct, and to drive a Values based customer centric business culture
Take responsibility for handling all communications, negotiations and stakeholder engagements with business related vendors
Provide leadership to the direct and indirect teams at the various touch-points to drive appropriate behavior and values based business culture
Be a visible advocate of the customer experience drive for the business by role modelling behaviors and though models relevant to the customer experience
Motivate and develop colleagues at touch-points to improve our customer experience and to become the “go-to” of choice through specific development initiative and coaching
Implement and embed the performance management processes within the business
Lead the shift from a support driven culture to a customer experience one, and build a culture driven by ownership and innovation
B-degree in (Marketing / Business / Psychology) (NQF level no.6)
15 years (Technical/Managerial) experience, with Customer Experience / Insights experience being an advantage
A good understanding of the various functions in the banking system
Expertise in both retail and commercial banking product lines and services with a good understanding of CVPs
Strong track record in service and sales functions
Management experience of complex team structures and stakeholder groups
A clear understanding of the competitive business dynamics within target markets
Ability to implement projects/programs according to a set of objectives/timelines across a broad spectrum

168

Customer Experience Champion Resume Examples & Samples

Identify, plan and lead cross-functional project-based and on-going activity both within and outside of the business unit across a variety of stakeholder organizations
Build and foster collaborative relationships across organizational lines
Participate and contribute as a key member of the executive team of the business unit in staff meetings, weekly product and strategy forums, engineering program reviews, key product development lifecycle reviews, etc
Engage with customers and partners around the world, systematically capturing their feedback and experiences, and coalescing these into actionable plans for improvement and consistent repeatability
Research and identify best practices and methods from other Dell EMC business units and the industry, identifying those which have the greatest opportunity for impact in Isilon, and driving their adoption
Build a network of exec- and operational-level contacts across the company in partnering roles that influence, support and contribute towards Isilon’s customer experience
Ensure the accuracy and integrity of data and reporting
Communicate and present findings, plans, status and outcomes at operational and executive levels within the company
Invest time developing an expert level understanding of customer experience, the factors affecting it, and the data and analytics to track it from individual customers through regional-, geo- and global-level perspectives
Ability to work cross-functionally, influencing others to achieve results
Ability to develop plans and execute them to successful outcomes
Technical understanding at the user/admin level of an Isilon cluster and its administration
Operational understanding of all phases of GS/CS/PS processes and practices
Ability to prioritize projects and/or deliverables
Ability to work and communicate effectively with senior and exec management
Attention to detail and a data-driven approach to all phases of the role
Ability to self-initiate and self-manage complex cross-functional project activity
Develops and possesses operational command of the business

169

Customer Experience Engineer Resume Examples & Samples

Proven track record of strong problem-solving skills. When engaged, demonstrate ability to interview customers to get a clear understanding of their issue or request and then promptly respond with the right answer or action
Solid technical understanding of Avalara products, with focus on AvaTax and CertCapture. Eagerness to expand knowledge to include Excise and Communications
Experience / knowledge working with ERP systems, connectors, working through software implementations, network and datacenter components, and Avalara administrative consoles
Professional maturity, including the ability to interface appropriately with senior management at customer companies, working toward resolving customer issues while representing Avalara’s point of view all while managing various internal stakeholders
Strong sense of customer advocacy; ability to articulate a broad view of customer needs to the appropriate stakeholders within Avalara
Self-directed & goal driven. Demonstrated ability to set and achieve personal goals with minimal direction or supervision even in the face of competing or conflicting demands
Strong written and verbal communication skills. Must communicate effectively with variety of customers over the phone, in email and in person
Detail-oriented. Demonstrated ability to identify requirements, break these into smaller work tasks, and ensure all tasks are completed with high quality
Minimum 5 years in a software support, consulting, or engineering
Comfortable with office computer technologies including Microsoft Excel, Outlook and Word; CRM systems; as well as a working knowledge of popular Internet and social media sites
Optimistic, enthusiastic and self-motivated. An individual who thrives in a start-up environment that can sometimes be stressful and chaotic
Previous experience in a Sales Engineer role, providing pre/post sales insight for customers

170

Customer Experience Transformation Manager Resume Examples & Samples

Conduct focus groups, interviews, surveys, and interact with customers at all touch points
Represent the Voice of the Customer within Verizon, clarify customer expectations, and highlight where those are not being met
Quantify the customer experience and its value to Verizon
Define customer journeys and map them to business processes
Lead conception, scope definition, and execution of various types of strategic and operational business transformation initiatives, ranging from Process Improvement to Corporate and Operational Strategy
Provide proactive and engaged leadership on key projects designed to increase revenue, reduce expenses, enhance business efficiency, and improve customer experience
Act as an effective change agent utilizing proper stakeholder analysis and change management techniques
Provide senior leadership and functional unit management with updates on project status, key metrics, issues, and risks
Understand and analyze various drivers impacting key metrics and outcomes and provide a fact-based recommendation to the stakeholders
Be a liaison between business units on projects that have a multi-organization or business unit scope
Facilitate team meetings and cross-functional workshops
Conduct analyses needed to prove or disprove the hypotheses driving the project execution
Support others by providing just in time coaching on business transformation, customer experience, and process improvement methodologies and tools
4-year degree required
MBA and/or experience of working in a tier-1 management consulting organization is advantageous
At least 5 years of total work experience in consumer businesses
Experience or certification in customer experience design is a plus
Proven record for managing virtual teams across multiple simultaneous projects on time and budget
Excellent presentation skills, including ability to create presentations using MS Power Point and experience presenting to all levels of an organization
Outstanding quantitative and analytical skills, including ability to conduct outside/inside research, analyze data, and use MS Excel effectively to develop models and drive analyses
A focus on strategy, operational processes, and customer experience
Proven record of performance and trusted professional credibility
Experienced team leader with proven facilitation, change management, and problem solving experience
Comfort in working up and across the organization – working with senior staff members and front line employees
Demonstrated competency in strategic thinking that result in new ideas that drive the business forward
Track record of handling extremely confidential information appropriately

171

Ebay Customer Experience Resume Examples & Samples

Evaluate each member’s account and situation to provide accurate information, appropriate education and resolution to their specific problem
Reliably follow up with members on issues that were not able to be resolved during a single contact
Understand how to respond to the following escalated issues

172

Head of Customer Experience Resume Examples & Samples

With Director of Customer Experience and Head of Customer Experience (Claims), contribute to shaping an aligned DLG Customer Experience strategy, across both Personal Lines and Claims, so as to deliver on the brand strategy for each core own brand and strategic partnership
Seek to continually improve the customer experience across all touchpoints in Personal Lines; based upon research, benchmarking, analytics, best practice and competitor analysis
Understand and clearly articulate customer expectations vs internal delivery and capability, and highlight gaps and opportunities; work with the business to implement change
Complete external benchmarking, best practice in financial services and other sectors, and competitor analysis to inform our approach. Make sure techniques like mystery shopping are used to get under the skin of the experience delivered – well beyond just high level measures eg. AHT
Chair and coordinate cross-functional sessions designed to prioritise and improve customer experience and business performance across DLG’s key customer journey(s)
Champion and promote the benefits of delivering improved customer experience; be a passionate advocate for excellence in customer experience and the strategic and commercial reasons for this
Determine the strategic metrics, measurement framework and reporting approach for measurement of customer experience including through into AIP
Champion customer journey profitability and analysis work, optimising customer value and NPS simultaneously
Undertake customer insight and root cause analysis to identify customer and business pain points, drivers of customer experience and options for improvement
Develop and demonstrate robust business cases for improving customer experience; use these to secure appropriate funding and resources for budgets and projects
Real-world experience – credibility at senior (board and manco) level
Analytical, data analysis skills
Experience of using multiple sources of insight and reporting to determine the correct approach for business problems
Understand the customer, be empathetic and walk in the customer shoes
Identify and prioritise pivotal points within the customer journey that will enable win-win interventions for both customer and company
Communication skills – communicate at all levels, tailor communications style to different audiences to bring to life the customer experience and inspire teams to achieve
Proven ability and track record of influencing the relevant strategic agenda(s), projects, investments etc to achieve business objectives (eg new systems to improve service)

173

Customer Experience Executive Resume Examples & Samples

Must possess the fundamental knowledge and thorough understanding of the journey that our customers will take with our company
Be able to analyze what steps, activities, questions, barriers and emotions may come up throughout the customers’ journey
Provide the most meaningful touch points for our customers through the products & services we offer, with a goal to support the customer throughout their entire journey
Ability to deliver an experience that sets us apart in the eyes of our customers
Work with management to integrate continuous improvement methodology and framework into your day-to-day operating rhythm
Drive for the best possible outcomes in key performance & key improvement areas
At least 2 years in college or the equivalent with no back subjects
6 months or more of previous customer service experience
Creative Thinker
Highly flexible and adaptable
Must be sociable and engaging
Exceptional verbal and written English communication skills
Proficient with various Microsoft Office applications (Outlook, Excel and PowerPoint) and the ability to learn technology quickly

174

Customer Experience Rep-phoenix Resume Examples & Samples

Plays a vital role in the retention of Grainger’s customers
Responsible for improving customer retention through programs and services provided to the customer
Provide a remarkable customer service experience that drives customers to return to Grainger time and time again through superior communication skills
Combines service, sales and systems skills with basic product knowledge, while efficiently position applicable exploratory questions, to uncover customer needs and navigates to relevant solutions
Empowered to resolve customer issues promptly and accurately in a manner that will promote customer loyalty

175

Mgr, Customer Experience Resume Examples & Samples

Owns business partner relationship to ensure cross functional operations are optimal (i.e. Sales, Branches, etc )
Handles high level Sr. Management escalations (i.e. Help Phone or Seller inquiries)
Participates in Organizational involvement

176

Senior Mgr, Customer Experience Resume Examples & Samples

Manages, plans, and directs the overall service related activities for at least one large Contact Center group/unit
Develops and monitors the application of operating systems including policies and procedures, operating structure, and information flow
Ensures the volume of work produced meets productivity, service and exceeds quality standards
Manages the activities of leaders in a section or department with accountability for goals, objectives, and operational policies
Participate in the development of functional strategy
Has overall accountability for hiring, termination, performance and salary decisions
Identifies, analyzes, organizes, and leads operational development opportunities that are scalable throughout the Customer Service organization that enhances the Contact Center strategy
Partner with Operations Manager to ensure exceptional service and operational excellence of the regional contact center and remote workforce to make Grainger our Customers’ First Choice
Provides direct leadership to 4-5 Managers and indirect leadership to 200+ team members, in non-exempt positions to communicate strategy, direction and vision to align and achieve organizational objectives through efficient use of resources and talent
Make key decisions impacting every aspect of the Regional/National Contact Center, which includes activities that drive superior service, sales growth, strong customer relationships and internal partnerships, employee development, and expense/budget management
Ensures exceptional service and operational excellence of the Contact Center and virtual/WFH workforce to make Grainger our Customers’ First Choice
Routinely and proactively monitors the competitive landscape to stay informed about relevant industry trends. Reflects on potential benefits to Grainger and recommends Customer Service
Builds a Continuous Improvement culture by making problems visible, challenging the status quo and promoting tools and methodologies that generate process improvements required to drive standardization and effectiveness
Sponsors initiatives and projects that deliver operational efficiencies and effectiveness. Empowers leaders and team members to design and implement Contact Center standard work

177

Customer Experience Rep Resume Examples & Samples

Accurately performs fundamental work assignments to deliver a superior customer experience by listening to their needs and providing timely solutions (Order entry, order follow-up, shipment tracking, update orders, etc)
Consistently captures customer’s intent when placing an order and seamlessly provide delivery option that meets those needs
Uses system capabilities to provide information on pricing, availability, and alternative solutions to complete customer interactions and solver customer problems
Proactively looks for opportunities to drives sales growth by engaging in actions that identify leads for further selling opportunities
Demonstrates and participates in continuous improvement activities

178

Supv, Customer Experience Resume Examples & Samples

Identify and recommend operational improvements
Spends at least 60% of time directly working with team to guide development and performance
Minimum 0 to 2 years Supervisory experience
Prior experience managing TM’s preferred

179

Customer Experience Rep-waterloo Resume Examples & Samples

Works extensively with the customer to resolve problems, orders, and technical issues in an effort to retain our customers’ service and relationship
Accurately performs fundamental work assignments to deliver a superior customer experience by listening to their needs and providing timely solutions (Order entry,order follow-up, shipment tracking, update orders, etc)
Shares relevant information with sales partners and acts on customer feedback
Ability to personalize interactions with customers, while using a positive, “say yes” approach, and set appropriate expectations to resolve conflict

180

Senior Mgr, Customer Experience Resume Examples & Samples

Guide direct reports and cross-functional teams with instructions limited to tasks and general objectives
Accurately read key relationships within the organization and communicate at the appropriate level of detail to achieve consensus
Update own knowledge and applies new techniques to review and improve individual and team performance
Develop and execute a strategic vision that connects customer requirements and experiences to operations and achieves desired results
Understands Grainger’s business and the major industry sub sectors. Able to interpret P&L and understand the major levers that drive the business
Build a successful team and develop individuals through objective evaluations, providing timely and relevant feedback and acting as a mentor to all team members
Advanced analytical skills using Excel, Access, SPSS, and/or Teradata

181

Mgr, TPS Customer Experience Resume Examples & Samples

Minimum 3 to 5 years Supervisory experience
Minimum 2 to 4 years leading leaders
Experience in LEAN preferred. Demonstrate excellent communication and organization skills, employee development skills, and team building
Ability to influence team members to achieve individual and team objectives

182

Mgr, Customer Experience Resume Examples & Samples

Develops staffing recommendations and partners with WFM & training and onboarding plan for the team (i.e. TPS/SCS)
Owning a process/project as applicable
Works directly with cross functional RSVPs to partner and communicate business updates
Go to market strategy
Standard work instructions, KPI, training, quality monitoring,
Managing vision and process
Must have the ability to problem solve both simple and complex issues from team members and business relationship
Develop and implement departmental changes enhancing workflow optimization
Facilitate and/or lead quality excellence teams on special projects
Ability to develop and maintain positive employee, customer and cross-functional team relations; actively engaged in team member development
Plans, directs, supervises, and evaluates work flow. Coordinates work activities to achieve the volume expected to meet operational requirements
Will be responsible for the direct management of approximately 15 front line agents
Reviews performance metrics, diagnoses root cause of underperformance and develops an improvement plan
Keeps team informed of key events in the center and solicits feedback
Responsible/Accountable for selection/hiring, on-boarding/training of new hires
Drives employee engagement through direct interaction and support. Celebrates team and individual success. Drives higher employee engagement scores as reflected in internal survey

183

Customer Experience Partner Resume Examples & Samples

To deliver a positive customer experience for all clients and to ensure a smooth execution of the end – to- end shipment lifecycle by working closely with the shared service center in India (GSC)
Hunt for leads and follow up on opportunities for new customers from lost or inactive accounts as well as regular accounts. This includes following up on campaigns and sales promotions
Identify when a face to face interaction would benefit the customers relationship or where large potential profitability has been identified
Build strong relationships with all stakeholders including off shored GSC teams
Be fully responsible for customer satisfaction and experience
Coordinate with Scope team (GSC) on SOP maintenance and best practice for (partially) migrated processes
Handle incoming customer services queries, issues and exception management
Be actively involved and take action on improving business processes, such as invoice quality, commitment compliance, SFDC (Salesforce) usage
Promoting the Safmarine Brand in daily interactions through various channels and media

184

Customer Experience Partner Resume Examples & Samples

To deliver a positive customer experience for all customers and to ensure a smooth execution of the end – to- end shipment lifecycle by working closely with the customer and internal teams
Build strong relationships with all stakeholders including off shore GSC team
Full understanding of customers business drivers, needs and requirements
Effectively handover of terms and conditions agreed with customer to stakeholder groups, including GSC team
Build strong relationships with External Client Managers
Actively promotes the use of ECOM
Handle incoming customer services quires, issues, exception management
Yield (CY)
Volume (ffe)
Cost Recovery ( Intermodal and D&D)
Invoice Accuracy
NPS

185

Customer Experience Resume Examples & Samples

At least 1 year working experience in Customer Service. Experience in Zendesk will be an added advantage
An ability to work under minimal supervision
An outstanding organizational skills
An ability to be multitasking and creative

186

Customer Experience Resume Examples & Samples

Make drivers and passengers happy: Promptly manage taxi bookings and customer service enquiries to ensure that drivers and passengers are happy with GrabTaxi Vietnam
Train and guide taxi drivers and passengers: Serve as the one-stop resource on training and guiding our clients (taxi drivers and passengers) on using our app and marketing promotions
Solve problems:Manage service enquiries and disputes arising from our clients (taxi drivers and passengers) via email, phone and social media. Handle complaints, solving problems between drivers and customers, provide appropriate solutions
Build and maintain client relationships: Maintain good relationships and community building efforts with taxi drivers and passengers
Effectively manage large amount of incoming calls
Shift work (maximum 1 week night shift/month)
Prior experience in sales & customer service preferred
Strong phone call contact handling skill and active listening
Excellent communication
Customer orientation and ability to adapt/ respond to differrent kind of character
Ability to multi-task, manage time effectively
At least 2 years experience in Customer Experience

187

Head of Customer Experience Management Resume Examples & Samples

Defining, evolving, and embedding the customer experience strategy
Leading and motivating the business to ensure the delivery of our strategy & plans across all customer touch points, journeys, channels & services
Holding the mirror up to the business through customer led culture & governance at multiple levels of the organisation
Customer Journey Mapping: Develop Customer Journey Maps or Customer Experience Maps to allow everyone in the organization to clearly understand the steps in the customer journey and take appropriate actions
Identifying Drivers of Loyalty: develop and implement mechanisms to regularly understand which customer experiences drive customer loyalty. These mechanisms will supplement the intervals between Net Promoter Score surveys
Root Cause Analysis and Action: identifying and acting on the root causes of customer pleasure or displeasure
Building a customer focused business: actively review and revise existing processes and procedures to build a Customer Centric organization
A minimum of 10 years’ experience in a consumer marketing/commercial leadership role with a minimum 3 years’ experience with direct responsibility for delivering exceptional “customer experience.”
Experience of operating in a multi-channel customer facing environment is essential
Experience of operational management would be desirable
Management and leadership of teams
Project leadership on a multi-site, multi-stakeholder level
Financial and budget accountability

188

Global Head of Customer Experience Insights Resume Examples & Samples

Set the vision and strategy for Insights
Build the next generation of offers/capabilities to ensure Insights stays on the forefront
Accelerate Medallia’s go to market in coordination with Sales & Marketing functions
Create a heightened profile for Insights in the market
Refine Medallia’s thought leadership in Operational CEM and key analytic topics
Champion Insights to senior internal stakeholders and clients
Develop the team’s internal structure and development paths for individual growth
Scale team operations to support growth while meeting revenue and margin targets
Excellent client management and relationship building skills with a track record of success
Analytical leadership at a high performing company with a history of impact
Strong data-driven storytelling; strong facilitation, presentation, & strategic communication skills
Ability to scale a team of high-performers and self-starters
Familiarity with research methodology, quantitative modeling, and advanced analytics
Experience in B2B, SaaS or enterprise software industry
PhD or Masters degree

189

Customer Experience Partner Resume Examples & Samples

Deliver a positive customer experience for all customers and to ensure a smooth execution of the end to end shipment lifecycle by working closely with the customer and internal teams
Hunt leads and follow up opportunities for new customers, lost or inactive accounts as well as regular accounts. This includes conducting campaigns and sales promotions across customer opportunities
Ensure all products and services are sold to the customer to maximise Safmarine profitability
Effectively handover of terms and conditions agreed with customer to stakeholder groups, including GSC teams
Actively promote the use of E-COMMERCE/digitalisation
Graduate with relevant experience in Sales or Customer Service
Selfdriven individual who is seeking an exciting challenge
Passion for delighting our Customers together with strong leadership is a prerequisite for this role. Candidate must possess and demonstrate excellent communication skills at all levels of the organization
Abilty to work under pressure and manage multiple priorities

190

Integrated Customer Experience Insight Manager Resume Examples & Samples

Previous experience with Adobe Analytic platform or similar
Previous experience on various analytical techniques including time series analysis, cluster analysis, regression analysis, predictive modelling techniques and decision trees
Previous experience with R
Previous experience in data extraction and manipulation, in particular with SQL
Previous experience in visualizing results and creating reports in particular with Tibco Spotfire or similar

191

Customer Experience Banker Resume Examples & Samples

An entry level banker role with real career opportunities
Ongoing training and development
Customer focused role to existing NAB customers

192

Head of Channels & Customer Experience Analytics Resume Examples & Samples

Lead the effort to utilize innovative analytic methods to develop unique segmentation and models that will optimize business investment and customer experience decisions
Leverage insights and analytics to help drive new end-to-end lifecycle strategies that deliver measurable improvements in engagement and long-term-value of our customers and clients
Analyze key customer journeys, provide the business actionable quantitative recommendations and develop new metrics to benchmark progress
Provide analytic leadership in the consolidation of multiple data assets to understand customer channel preferences and migration
Drive Branch analytics, modeling and reporting around Sales Practices, staffing and distribution
Lead strategic and ad hoc analysis to quantify "what", "how" and "why" customer behavior shifts are occurring. Identify and track key performance indicators and dashboards
Lead the Analytics & Decision Sciences People Agenda including building a team, onboarding, succession planning, talent management, performance management and improving employee engagement

193

Customer Experience & Digital Manager Resume Examples & Samples

Coordinate and execute on the content strategy across the business (in partnership with Product and Marketing) including driving stronger and consistent email marketing that is best-of-breed and results driven
Day to day management of digital campaigns including reporting, planning and managing the agency relationship
Translate high-level direction into detailed specifications for all online web properties
Partnering with and supporting regional teams (Product, Sales and Marketing) to act as the digital subject matter expert with a holistic approach to online and the Prepaid Management Services business
Provide regular analytical reporting and recommendations based on data (digital and direct)
Liaise with cross functional MasterCard teams (Marketing, Product and Sales in particular) to coach and inform on best practice digital execution and instigate change for the better
Strong understanding of digital and consumer behaviour with a core focus on driving ‘customer first’ strategies to extract greater value from existing and new customers
Digital experience across multiple product lines gathered from a hands on approach to online
Experience managing websites; content, stakeholder reviews, approvals and updates
A team player that wishes to support an innovative and fun team by aligning to strategy, understanding the goals of the team and always working towards success
Experience working across multiple levels, functions and regions; ability to clearly communicate complex financial information in an easy to understand manner; ability to effectively deliver messages both verbally and in writing and work as the digital subject matter expert
A self-motivated professional with a proven track record of time management and delivering sucess while operating within a cross functional team environment
A passion for understanding competitive offerings and industry trends; background in financial services is an asset; knowledge/experience in actively managing websites and digital marketing a must
The role requires someone with a strong all-round approach to digital; ranging from digital marketing to production, content management and a strong desire to innovate and learn from the ecommerce industry

194

Analyst Customer Experience Analytics Resume Examples & Samples

Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produces monthly management reports
Analyzes qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Pivot tables, cross-tabs or via other tools
Determines areas for focus and conducts analyses to understand the drivers of performance gaps
Coordinates with statisticians for development of key driver analysis, statistical linkages and calibration between customer satisfaction and other operational metrics such as quality, average handle time
Coordinates data feeds with Operations to provide data for analysis
Supports relationship-building with peers in Operations to understand current operational processes and identify possible gaps that may be contributing to lower key metric results; serves as an extension of the Operational team; may document operational processes as input to improvement initiatives
Facilitates and conducts root cause analysis to determine the underlying drivers behind performance gaps. Root cause may include on site observation, interviews, and process documentation
Facilitates action planning sessions with Call Center Operations or other stakeholders. Aids in developing recommendations involving operational changes that are expected to improve results; assists in testing of new/revised processes
Facilitates the implementation of action plans in collaboration with Call Center Operational units
Develops updates to reflect current status of activities; monitors progress against action plans and contributes to decisions to ensure goals are met; monitors call center operational performance on goals and objectives; isolates initiative effectiveness on improving key performance metrics
Produces documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews; interacts with external clients to present analytic results and solution recommendations
Identifies problems that may jeopardize the analysis or program and works with manager to determine contingency plans
Contributes to decisions regarding analytic design, information requirements and deliverable schedules
Bachelor’s degree in related field from a four-year college or university with two to four years related experience preferred
Analytical thinking and analytic aptitude; ability to apply quantitative data analysis techniques to improve work processes
Sense of professionalism and ability to develop relationships
Strong communication skills, both written and verbal
Ability to work in an environment where activities and deliverables are dependent on a diverse group of technical and business functional experts
Ability to work an emerging and rapidly changing environment
Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables
Experience or exposure with statistical concepts and applications, data analysis, call center exposure, customer satisfaction data exposure and/or process consulting experience preferred
Proficient in Microsoft Office
Exposure to Six Sigma methodology
Up to 10% travel may be required

195

Customer Experience Partner Resume Examples & Samples

To deliver a positive customer experience for all customers and to ensure a smooth execution of the end–to-end shipment process by working closely various stakeholders
Hunt leads among lost or inactive accounts as well as follow-up of opportunities for existing customers. This includes involvement in marketing campaigns and sales promotions as required
Work closely with External Sales Managers to cultivate the customer relationship with a view to maximizing volume and profitability at every opportunity
Ensure all products and services well presented to the customer in order to better take advantage of Safmarine differentiators in the market
Build strong relationships with all stakeholders including the Safmarine Global Service Centre based in Mumbai, India
Develop a full understanding of customers’ business drivers, needs and requirements
Effectively handover of terms and conditions agreed with customer to stakeholder groups, including Global Service Centre teams
Management of sales pipeline and segmentation alongside accurate equipment and booking forecasting
Handling of incoming customer services enquiries, with focus on quick and efficient issue resolution and exception management

196

Senior Director of Customer Experience Resume Examples & Samples

8-10 years experience in a corporate environment focused on customer and/or colleague engagement and service satisfaction
Strong knowledge and understanding of voice of the customer and the colleague
Ability to think analytically
Ability to operate effectively in a highly functionally run organization and build strong relationship across business groups
Strong knowledge of banking, banking products and distribution channels
Ability to communicate effectively, think strategically and execute tactically
Strong Powerpoint, presentation and influencing skills
Ability to work well independently as well as within teams; with a high level of problem solving skills

197

Customer Experience Lead Resume Examples & Samples

Bachelor’s degree in Business, Marketing, Data Analytics, a related field or equivalent work experience
7+ years in customer focused Sales, Digital Product Management, and/or Marketing required
Experience in Digital, Direct or Database Marketing a plus (Insight driven teams)
Experience in Group Insurance, Retirement or Financial Services desired
Experience in B2B and B2C Sales and Marketing required
Solid written, listening and oral communications skills
Strong interpersonal, communication, negotiation, partnership and presentation skills
Excellent teamwork and collaboration skills with the ability to work across functional teams and with all levels of the organization
Occasional travel may be required

198

Customer Experience Analytics Manager Resume Examples & Samples

Develop and deliver new interactive reports to better understand customer experience & operational effectiveness and allow end users to self-serve for additional insights
Ensure adequacy and accuracy of reporting; document data sources and associated metrics/dimensions
Evaluate performance against established metrics; uncover operational themes, trends, and areas of opportunity
Innovate with different approaches for business analysis and should not hesitate to explore new and challenging areas like using advanced analytics to solve customer’s unique problems
Identify opportunities to leverage statistics and data science to more efficiently solve customer problems
Support stakeholders in their reporting, dash-boarding and ad-hoc analysis requirements
Support internal technical consultants, developers and third parties throughout the implementation of new reports/dashboards from a business perspective
Partner with data and technology teams to improve measurement and reporting capabilities by connecting data sets into a single unified report
Stay abreast of changes to business rules, workflows, and tools that affect customers and employees

199

Customer Experience Director Resume Examples & Samples

Define strategy for HomeAway customer experience in Asia Pacific region, including Australia, New Zealand and Asia
Work closely with business leadership to define and implement operational programs to support HomeAway APAC strategic initiatives
Manage network of operational teams based in Sydney, Singapore and several other APAC offices
Collaborate with peer Customer Experience executives in North America and Europe to deploy scalable customer solutions
Monitor and analyze key metrics and reporting to make sure defined productivity and customer satisfaction service levels are met
Manage operational teams that deliver demand forecasting, capacity planning and agent scheduling processes in order to meet service-level and customer satisfaction targets
Inspire team members toward a culture of customer centricity and continuous improvement
Supervise and provide assistance by answering questions, giving feedback and providing guidance on team issues
Professionally communicate with customers and internal stakeholders
Develop and maintain subject matter expertise across functional areas of responsibility
Assist senior management with special projects, incidents, investigations, escalations, product definition, and training
Represent Customer Experience group on cross-functional product and project teams as assigned
Solicit employee feedback and lead regional department to uphold company culture and values
At least 10 years of managerial experience, ideally across multiple functional areas in services and operations
Experience managing and developing managers preferred
Ability to interpret information from multiple sources, work with large data sets, and make sound decisions from analysis
Demonstrated analytical and problem-solving skills
Vendor management experience preferred
Exemplary communication and leadership skills
Demonstrated time management and organizational skills
Proven track record of working effectively with remote teams
Experience with CRM systems, WFM tools, and content management tools preferred
Proficient with Microsoft Office products including: Excel, Word, Access, Outlook, Visio, and PowerPoint
Experience with advanced analytics toolsets preferred
Ability to prioritize responsibilities, multi-task and delegate effectively, and produce both individual and team results

200

Customer Experience Account Manager Resume Examples & Samples

Drive awareness of our strategic accounts and communicate with peers how to engage customers
Provide customer support for pre order activities (pricing, availability, proposal, quoting, technical specifications, non-standards, parts identification and custom solutions)
Performs resolution surrounding price and credit holds
Manage customer expectations by clearly communicating our commitments (i.e. delivery dates or problem resolution), and keeping customers informed of status of orders, issues, backorders, supersessions, etc
Develop and cultivate effective relationships with key accounts
Provide first level of escalation for issue resolution
Proven ability to manage multiple issues to their resolution while performing normal duties
Facilitates customer satisfaction and delivery performance as well as coordinates improvement via lean processes with other business resources and functions
Obtain customer specific requirements for developing and maintaining the master customer records; maintain ongoing reports and records
Provide high quality service through efficient use of all Oracle/CRM functionalities related to order fulfillment and relative to customer activity
Associate’s Degree in Business, Marketing, Supply Chain or Finance. Bachelor’s Degree preferred
5-7 years of experience in inside and/or outside sales preferably in an industrial environment

201

Customer Experience Resume Examples & Samples

Market Modelling: assessing market opportunities and competitive landscapes
Target Operating Models: including capability modelling, process and governance design
Organisational Design: designing effective organisations to achieve transformative outcomes
Able to support and work alongside senior clients to shape, define and design the delivery of solutions that address the most complex business challenges
Conversant at a high level in architecture concepts
Highly skilled in structured thinking, analysis and problem solving techniques
Comfortable in the use of a wide range of standard methods and tools, e.g. journey mapping, value proposition design
Outstanding at bringing to life abstract and complex concepts, communicating them effectively to executive-level audiences
Confident in working independently as the day-to-day client point of contact on assignments

202

Senior Director of Customer Experience Resume Examples & Samples

Ability to view the 'big picture' of challenges impacting the customer experience, including the technical, functional, process, and policy considerations and to creatively define solutions to those challenges
A go-to-market mindset that is focused on creating a new customer-focused experience and delivering it to customers in an immediate timeframe
A deep understanding of what is possible with today's technology and products, and the ability to anticipate what is coming down the line
Persuasive story-telling capabilities to enlist support for initiatives, drive home importance, and ignite enthusiasm to execute
Analytics skills to mine data to identify opportunities for continuous improvement based on customer pain points
A strong commitment and sense of ownership to propel new product features to fruition
Partner with diverse groups such as development, design, business unit and care teams to prototype and scale CX solutions based on feasibility and viability
Work collaboratively with other CX teams, including strategy, analytics, and process design
Evaluate and prototype platforms and solutions via internal development and/or third-party partners to complete Comcast's end-state customer experience vision
Drive processes to identify and correct gaps in the customer experience based upon operational challenges / metrics and direct and indirect customer feedback
Collaborates with cross-functional teams to launch new services, features and enhancements on time and within budget. Serves as a subject-matter expert for the overall customer experience
Assesses needs and opportunities for new/innovative customer experiences through industry research and feasibility analysis. Manages, gathers, and analyzes internal and competitive intelligence data for customer interaction trends and product utilization
Participates in product modification, cost reduction, margin analysis, advertising and promotion, forecasting, product positioning and pricing strategies
Develops goals, budget and strategic business plans. Recommends ways to expand sales and profitability
Manages the product planning and scheduling process according to sales volume, inventory requirements and materials availability
Develops and manages CX product offerings to customers as well as working with other groups within the company to develop and support cross-functional strategy and product rollouts
Assists in developing product roadmaps, feature definition and identifies new product offerings
Identifies and gathers potential CX product ideas, technologies, and business opportunities that can be integrated into the current product line and recommends exploration of future products and opportunities
Consistently exercises independent judgment and discretion in matters of significance
Bachelors Degree or Equivalent
Generally requires 10 plus years related experience

203

Customer Experience Resume Examples & Samples

Analysis of social care strategies, communications with Members on to understand strategic issues and drive business change and resolution
Ensure tone of voice alignment across social channels to drive high customer satisfaction, engagement and issue resolutions
Cross channel partnership with marketing, member benefits and community teams to share actionable insights
Strive to make the member experience our best product
Diligently work with the digital care team to optimize member channel performance by driving members to engage with their accounts online or through the mobile app
Construct, iterate and optimize performance metrics
Always put the member at the center of all Virgin communications and when making business decisions
Repond to Facebook, Twitter & Instagram messages, as well as set the tone for the Social Exeprience Team
Be part of the "early warning ecosystem" for potential escalation trend and collaborate with the wider business
Adapt to a changing environment and be willing to be flexible with the job as it evolves and changes
Provide feedback and help drive the brand voice in our 3rd party channels
Create engagement opportunities with members to drive Support Experience channel awareness/engagement
Positively, and intentionally, contribute to NPS in each member interaction
Engage the wider Virgin Group to expose best practices that can be implemented in Virgin Evolution
Bachelor's degree or 5 years' experience in related field (design, communications, marketing or similar)
1-3 years of experience in similar discipline with deep understanding of applicable trends, tools, landscape
Excellent written and verbal communication skills ideally with experience engaging influential audiences
Telecom industry, specifically wireless
Premium brand experience highly sought
Engaging and dynamic presentation skills
Contact center experience
Customer journey mapping
Growth mindset and willingness to experiment beyond traditional support/organizational standards
Analytical ability to interpret patterns in member issues and redesign the experience
Organized, and detail-oriented with a drive to solve problems and improve the business

204

Manager of Customer Experience Resume Examples & Samples

Develop and direct selling floor programs to drive selling engagement between sales associates and the customer. Champion sales associate selling behavior coaching in stores
Continually review and modify existing selling tools and training modules to ensure materials provided to stores are relevant and producing desired results
Design and implement all store selling recognition programs including: Stores Own Sales Scorecard recognition, annual recognition events and other event-based ad hoc programs to motivate and recognize sales performance
Work with Director and outside vendors to implement strategic initiatives
Effectively manage projects in a high volume and fast paced environment
Collaborates with Learning and Development on MAGIC selling and coaching initiatives and supporting materials
Reviews Customer Feedback results and identifies specific opportunities for improvement, both for individual stores as well as overall corporate strategies
Follows shortage programs and procedures
Perform these functions in an efficient manner, as directed by the Supervisor
Regular, dependable attendance and punctuality
A minimum of 3 years store management or central store support experience in either
Ability to create communications with both speed and precision
Excellent listening and comprehension skills
Basic math functions such as addition, subtraction, multiplication, and division
Able to use a calculator
Self-starter, able to work independently and as part of a team, strategic thinker, and must have good time management skills
Strong customer selling and service orientation
Strong leadership, communication and interpersonal skills
Ability to work with all levels of management, build partnerships and influence decision makers
Highly organized and able to adapt quickly to changing priorities
Ability to collaborate and function as a member of a team
Must possess a strong sense of urgency and attention to detail
Should be comfortable with the use of computers and experience with Content Management Systems a plus

205

Customer Experience Intern Resume Examples & Samples

Educational background in journalism, Business Communications, social media or similar education/experience
Graphic design, instructional design, video/print experience are all preferred qualifications
Experience or education background in writing and preferably Business
Six sigma skills preferred
Major in Industrial Engineering or Quant Analysis

206

Director of Customer Experience Resume Examples & Samples

Manage the current platforms tools used to monitor and capture the Voice of the Customer (VOC)
Work with 3rd party vendors in applying tools that fit the business strategy to capture the VOC
Point of contact for the company with VOC vendor partnerships
Provide N.A. reporting that supports the business strategy. Reporting that combines VOC and Customer Care insights
Provide insight on VOC trends weekly and monthly
Work with VOC vendors to build quarterly insight presentations
Connect the customer experience through all platforms the company uses to capture the VOC
Partner with all company channels that collect the VOC including DotCom, division marketing, social media management, and the customer care center
Work with the Customer Care center and develop connected and streamlined platforms and intuitive reporting surrounding the VOC
Work with the Manager, Customer Care and the customer care center to streamline the DM customer feedback management process for all of North America
Partner with the training in building CX programs that support the business
Coaches and develops direct reports to deliver exceptional results
Adheres to legal requirements and ensures the standard is met

207

Mgr Customer Experience, Dcc Resume Examples & Samples

Remain abreast of new trends in a wide range of topics, such as global, market, industry, design, digital/technology, social trends
Ensure sharing of knowledge across the team, building the collective toolkit and experiences
10+ years experience working in design, digital and/or product roles
Experience leading large projects, external and internal
Be able to travel as required (up to 25%)
Strong preference for conversational Spanish speaking skills, or be willing to learn quickly

208

VP of Customer Experience Resume Examples & Samples

Develop and manage the strategic plan for CX initiatives to fulfill outcomes of the CX blueprint
Collaboratively establish and monitor CX KPI’s and service delivery standards based on industry leading measures, customer expectations, and delivery of the brand promise
Lead the ongoing evaluation and analysis of inter and intra departmental work processes to identify opportunities to reengineering workflow to improve CX
Provide CX oversight and input into enterprise initiatives that impact customer experience
Be the CX champion of the organization and promote customer-centric decision making and approaches
Lead a CX team focused on planning of surprise and delight initiatives and employee experience efforts

209

Customer Experience Partner for Safmarine Resume Examples & Samples

Hunts leads and follows up on opportunities for new customers, lost or inactive accounts as well as regular accounts, this includes conducting campaigns and sales promotions across customer opportunities
Is fully responsible for customer satisfaction and has experience with customer interaction
Has a full understanding of customers' business drivers, needs and requirements

210

Senior TPM, Search Customer Experience Resume Examples & Samples

Bachelor’s degree in Computer Science, Computer Engineering or related technical discipline
8+ years of relevant engineering experience
5+ years leading design and delivery of large scale software systems across multiple teams/organizations/locations
Experience with OOD and object oriented languages
Excellent communication skills, both written and oral
Deep hands-on technical expertise
Strong business and technical vision
Ability to handle multiple competing priorities in a fast-paced environment
A deep understanding of software development in a team, and a track record of shipping software on time
Exceptional customer relationship skills including the ability to discover the true requirements underlying feature requests, recommend alternative technical and business approaches, and lead engineering efforts to meet aggressive timelines with optimal solutions
Detailed knowledge of software development lifecycles (RUP, Agile, XP)

211

Australia Customer Experience Senior Manager Resume Examples & Samples

Work closely with business leadership to define and implement operational programs to support HomeAway Australia strategic initiatives
Manage demand forecasting, capacity planning and agent scheduling processes in order to meet service-level and customer satisfaction targets
Lead employee development through clear goal setting, training plans, regular coaching and performance reviews
Regularly review and ensure that policies, procedures and guidelines are being followed
Advocate for process and policy changes that improve customer experience and innovate toward simplicity
Ensure team members have the tools and training to do their jobs efficiently, advocate for product enhancements, and provide business requirements when changes are needed
Manage relationships and performance of outside vendors
10+ years of experience with 5 years of managerial experience, across multiple functional areas in services and operations
Customer Operations, Quality Assurance, and/or Content Management experience preferred
Front-line experience interacting with customers required
Experience with advanced analytics tool sets preferred
Ability to prioritize responsibilities,multi-task and delegate effectively, and produce both individual and team results
BA or BS required
Up to 15% travel annually

212

Customer Experience Resume Examples & Samples

Ensure my work area is effectively equipped at all times throughout the day and I am ready and available to help customers when needed in the returns department, full serve handout area and home delivery desk. Use knowledge of both the range and how IKEA works to offer informed solutions and process returns, orders and deliveries efficiently
Working in the Recovery Department, take necessary action on products to give them a second chance, such as repackaging and assembly; always considering the sustainability impact when deciding how to recover products. Build and present IKEA products in As-Is commercially and at relevant prices
I support the quality work in the store in order to constantly improve customers' quality perception of IKEA products
Listen to our customers and use knowledge of both the range and how IKEA works to offer informed solutions and resolve the customers’ issues, resolving SAM’s cases and CSC calls within the time frame required
0-6 months of experience a high volume retail customer service environment
High School Diploma, GED or equivalent experience required.Good customer service, and verbal communication skills
Good mathematical ability and cash handling experience
Experience in a cash handling or customer service environment
Willingness to share your knowledge and learning
Interest in home furnishings
Computer aptitude

213

Director of Customer Experience Resume Examples & Samples

Strong digital and mobile awareness, particularly in CEX technologies
You have 7+ years of proven track record delivering successful CEX improvements
You combine a data-driven approach with behavioral psychology in your solutions

214

Customer Experience Technician Resume Examples & Samples

Outstanding customer service is a MUST!
2 years minimum customer service experience-call center experience preferred
Professional presentation
Energetic personal initiative and ability to self-manage daily work
Effective organizational skills and attention to detail
Strong command of MS Office (esp. Word, Excel and Outlook) required
Ensure quality customer experience: provide a point of contact for customer inquiries and utilize best practices to ensure that all inquiries are promptly, efficiently and courteously handled
Foster an inclusive, diverse atmosphere: contribute to a respectful, Fast, Fun and Friendly culture for team members and customers
Respond to customer inquiries: identify and assess customers' needs quickly and accurately
Collaborate: partner with corresponding department representatives to resolve complex customer service inquiries in a timely and accurate manner
Manage customer information: follow-up, prioritize and ensure that the customer is well informed of the developments of their request in a timely manner
Manage customer information: notify customers on approved and/or denied credit requests via phone and email
Manage customer experience: notify customers of late trucks, alert customers of recall affected products with urgency and conduct customer surveys on driver score card
Manage equipment: administer ordering equipment and ensure it is accounted for and manage returns

215

Customer Experience Lead Resume Examples & Samples

Defining new customer experiences across VMware's SaaS product portfolio
Generating buy-in for the product vision with leadership and partner teams
Creating and maintaining an optimized and logically sequenced product roadmap
Translating customer experiences into product requirements that are clearly communicated to partner teams
Managing prioritization and trade-offs to ensure delivery of a great customer experience
Identifying and resolving strategic issues that impair the team’s ability to meet product goals
Leading cross-functionally to ensure the product vision is implemented effectively
Experience shipping a complex SaaS or Cloud Service
Ability to define and tie product design decisions to business goals
Demonstrated ability to collaboratively deliver results across functional teams worldwide, including business and technology teams
Strong quantitative and qualitative data analysis skills to drive and scope business requirements
Excellent oral and written communication skills with the ability to influence others internally and externally
Master's degree or MBA with focus on Customer Experience, User Experience or related field
6 years of work experience with at least two years as project lead
Ability to handle multiple priorities and flexibly adapt in a fast-paced environment

216

Specialist Customer Experience Resume Examples & Samples

Design and implement frameworks for the delivery of the customer experience strategy, aimed at delivering a differentiated customer experience
Influence and provide inputs to the customer strategy, through research and identification of new opportunities to executive teams⁄ or management teams whichever is applicable
Influence and drive the strategic alignment of the customer experience frameworks and the business unit customer strategy, ensuring that outputs, initiatives and deliverables are aligned
Provide support to the business unit head of customer experience in terms of inputs to the business unit customer strategy
Conduct primary research as a key input into the customer experience design, fully understand the current situation and any complicating factors
Facilitate and participate in customer and employee forums in order to gain insights into climate, culture, successes and obstacles to the delivery of a differentiated customer experience Influence the definition of the customer experience standards, through continuous improvement and research initiatives
Draw insights and conclusions from the above and use this as the basis for designing potential solutions and remedial actions
Test and refine the identified solutions though a robust proof of concept process, in order to understand final design implications, prior to full adoption and rollout
Identification and solutioning of inhibitors that are entrenched and preventing the delivery of the customer experience, e.g. employee measures, employee capabilities, physical and infrastructure barriers
Identification and delivery of frameworks aimed at providing positive recognition of employee excellence in the delivery of the desired customer experience
Support and assist the Business Unit head of Customer Experience with the establishment of the performance improvement programme in order to drive specific customer experience actions across the Business Unit
Identification of root causes through various analytical processes
Identification of a range of potential solutions through research, engagement with business partners
Facilitation of, testing and delivery of proof of concepts within business aimed at delivering the desired customer experience
Evaluation and recommendation of potential solutions in order to deliver customer improvement solutions and initiatives in conjunction with business to establish a differentiated and desired customer experience
Drive adoption of Treating Customers Fairly (TCF) practices in business to ensure compliance with legislative and organisational requirements
Develop and implement a Complaints and Customer Experience quality assurance framework
Establish and manage complaints Management Information that is aligned to AFS and Group requirements
Manage departmental budgets including signing off of invoices and quotations within mandate. Escalate out of budget items to the Head: Customer Experience for approval
Agree Customer Experience performance targets with internal stakeholders and Head: Customer Experience and take accountability for the achievement of customer metrics
Identify and report TCF and Compliance risks to Head: Customer Experience
Engage with HR to drive employee enablement initiatives and ensure that employee designs are aligned to the customer experience standards
Influence and ensure alignment of the customer segmentation and employee segmentation through continuous engagement with the customer proposition and employee proposition
Provide insights to any Business Unit customer forums and Business Unit Exco to enable sound decision making and drive alignment of the customer strategy

217

Management Consultants to Develop Customer Experience & Drive Change Resume Examples & Samples

Are easy to work with, structured, pragmatic and not least a strong team player
Fast working and proactive with a high energy level to drive things forward in a large organization
Strong problem solver who can work hypothesis and data driven with good Excel skills
Great stakeholder management, communication and Powerpoint skills to present data, issues and solutions in a simple way to obtain buy-in for change

218

Customer Experience Team Manager Resume Examples & Samples

Positively influence daily call volumes to deliver maximum customer satisfaction
Display our exceptional behaviours like Care, Urgency & Determination
Use all the Coaching, Leadership and Management skills you have to understand your team’s Strengths, Weaknesses, Goals and Dreams
Drive our Culture & Values from within the team
The atmosphere of the team starts and ends with their leader – Injecting fun and passion into the role for advisors is key
Looking after our customers that feel the need to escalate their call
Continually stay up to speed with the fast paced nature of our Business
Help to reinvent Customer centric processes and encourage continuous improvement

219

Customer Experience Intern Resume Examples & Samples

Data Analytics
Business Process Mapping
Practical application of scientific research in influence and persuasion
Regulatory compliance
Leadership development
Prepare reports and dashboards to support loss mitigation group
Extract existing data to manipulate/calculate/format into presentable reports, charts and graphs
Maintain up-to-date knowledge of industry trends and events
Perform ad hoc analytical requests and research projects for internal parties
Special projects as assigned by management
Advanced proficiency in MS Excel and working knowledge of MS Access
Ability to understand data management concepts
Ability to work under pressure, meet deadlines, and maintain focus
Working knowledge of Business Objects and/or SQL is a plus
You are currently in your Junior or Senior year of college
You have completed at least 1 prior internship OR have held a leadership role in an organization
Experience in creating Business Intelligence Dashboards is a plus
Mortgage industry or real estate knowledge a plus, as is previous experience in an analytical or reporting environment

220

Analyst, IT Customer Experience Resume Examples & Samples

Possess a thorough understanding of all appropriate IT processes in a globally integrated enterprise
Must be disciplined to use tracking, ticketing and measurement tools with accuracy
Understands Desktop and peripheral hardware configurations
Ability to maintain a professional, helpful and empathetic demeanor in dealing with customer issues
Strong verbal, writing and messaging skills as well as financial acumen
Ability to work with vendors and other service providers in problem resolution or escalation
Ability to interact with individuals at all levels globally with diverse cultures
Must be idea and solution driven with an understanding of problem solving techniques that show results
Must have strong negotiation and problem solving skills
Able to present and propose concepts and ideas clearly and logically
Able to teach and train end users in a 1:1 or classroom setting
May be required to provide reporting on metrics, trends, performance or customer satisfaction personally or for the team
May have lead, or demonstrate the ability to lead, small to medium sized projects by following general project management
Must have strong analytical, reporting and decision making skills
Bachelor’s degree in related field preferred or equivalent experience
Network connectivity and Enterprise computing and server environments
Video communications, multimedia configuration and signal management as well as telephone systems including cellular technology
Productivity solutions including Cloud Productivity and Social platforms
Modern task management, incident management and ticketing systems
Cloud Service administration and Enterprise system Administration and Enterprise Security
All modern and emerging operating systems (IOS, Android, Apple, Microsoft)
Content management and knowledge Management and System Maintenance Methodologies

221

AVP Customer Experience Resume Examples & Samples

E2e customer journey transformation
To improve on e2e customer journeys with focus on ‘customers’ jobs to be done’ for new product development and existing service propositions of the consumer bank
Successful conduct of customer/internal research
To develop research plan for customer research/immersion (propose of target audience and scope)
To recruit customers based on required profile
To conduct customer immersion sessions to understand customer needs/wants or experience
To find (resourcefully), manage and analyse relevant information so as to identify opportunities for transformation/improvements
Successful execution/progression of customer experience/journey projects
To document observations and identify customer insights
To identify opportunities for enhancement of customer experience
To present recommendations or facilitate workshops/discussions
To collaborate with product teams in bringing to life the design insights from customer journeys/ immersions
Recognised advocate of customer experience and customer centricity
To champion and drive a customer-centric culture in CBG
Experience in a Customer Service/Experience focused area
Experience in implementing/managing customer journey projects/initiatives
Exposure to the latest customer experience thought leadership or trends
Exposure to customer journey or process design using transformation/improvement methodologies (e.g. HCD, Six Sigma; Lean)
Experience in managing stakeholders
Management consulting experience a plus
Presentation/Facilitation
Report Writing
Designing and conducting qualitative research
Human-centred design work
Process improvement work

222

Head of Customer Experience Resume Examples & Samples

Set the customer experience vision, principles and standards; and support the adoption across and beyond IT
Provide guidance to programmes through their execution, ensuring the customer experience is appropriately representing in the portfolio and in sprint content
Build a capability and team that provides pragmatic hands-on support, and scales with our needs
Coach and develop the broader team in customer experience methods
Promote product and design-led thinking and delivery approaches
Engage with and manage appropriate agencies and third-parties, working alongside the ARM branding team
Represent and influence social engagement approaches in the overall customer experience
Relevant degree or equivalent
Knowledge of the field and current developments in this area
Extensive track record of performing in the customer/user experience domain
Evidence of substantial on-the-job experience in relevant areas such as customer/user experience design, usability testing, customer research, accessibility design, user acceptance testing or user interface design and programming
Experience with relevant tools and techniques that accelerate outcomes e.g. wireframes, customer journeys, rapid prototyping
Strong analytical as well as verbal and written communications skills are required
Ability to communicate effectively at different levels within the organisation, which includes senior management, operations personnel and customers
Good standard of English with excellent communication skills
Ability to persuade and influence others
Experience of bringing about business change
Functional management experience
Experience of experience of scrum/agile project management / reporting
Leading a customer experience team or function
Post-graduate qualification in user experience, user acceptance testing or accessibility

223

Customer Experience Intern Resume Examples & Samples

Provide in-depth analytics, along with appropriate commentary and point of view, from variety of sources through primary and secondary research. Design and propose a holistic sales process
Manage portions of customer experience projects such as Mystery Shopping, Call Campaign, Rejecter Studies
Ad hoc reporting/Learning about the business and industry/providing creative recommendations and insights
Prior internships a plus
Requires working knowledge of Excel & PowerPoint
Strong analytical and critical thinking skills
Positive attitude, adaptability, and willingness to learn
Ability to present in front of others

224

Customer Experience & Quality Analyst Resume Examples & Samples

Ensures consistent adherence to Delivery Excellence Practices & Service Quality Standards regular monitoring and reporting
Proposes improvements with Delivery Excellence Practices & Service Quality Standards to ensure its alignment with current services and requirements
Regularly reviews artifacts on Service Desk's adherence to approved Delivery Excellence Practices and Operating Procedures
Receives and responds to customer feedbacks, complaints and escalations
Conducts investigation of complaints and produces a report with corrective and preventive actions
Works with other resolver groups to resolve end user complaints or escalations
Performs service quality audits and provides feedbacks to analysts and their Leads
Comfortable with the applications of Quality Tools in IT Service Desk environment

225

Specialist, Customer Experience Resume Examples & Samples

Build and maintain strong relationships with existing and future clients
Build and maintain a quarterly Operations Review with identified customers
Provide a client escalation point in regards to incidents, change requests and operational issues
Take leadership to manage corrective actions required to address any pending issues
Handle customer requests and enquiries in a timely manner
Provide support with product and service inquiries
Support billing process and customer billing review
Ensure all service and contract commitments are delivered to the Client’s satisfaction
Support internal service management QA process
Provide orientation for customer facing reporting systems
Assume ownership of direct requests and/or unresolved issues
Keep records of customer interactions and transactions (record details of inquiries, comments, complaints and actions taken to address them)
Work closely with internal stakeholders/cross-functional teams to address customer issues/inquires
Ownership of customer surveys: responsible for the distribution of surveys, collection of data and customer follow-ups
Deliver service excellence to internal and external customers
Support contract renewal process
Ability to acquire the appropriate Security Clearance (Government, Police or Client issued)
Exposure/experience in project management, Hosting / IT Operations
Bilingual English/French would be an asset
Understanding of Bell provisioning process, end to end
Understanding of Solution Delivery Lifecycle from Day 0 through to Day 2
General familiarity with Bell products and services
Understanding of Bell’s organizational structure: BBM, Network Services, Field Operations, IT, etc
Competency in Incident and Change Management Governance and process

226

Head of Customer Experience Sector Resume Examples & Samples

Establish themselves as the CX expert within the given Sector bringing both generalist CX expertise, and sector specific intelligence
Is able to work strategically as well as tactically and is recognised internally and by Clients as a Customer Experience subject matter expert
Working as part of the Support Services Customer Experience Team, operationalising the Interserve customer proposition through all customer accounts and customer touch points
Translates the Interserve Value Proposition and desired customer experience into the Sector, to ensure a consistent branded experience, but which is aligned with sector demands and processes
Develop and facilitate impactful workshops leading to positive and sustainable change for our customers and colleagues
Establish the ‘As-Is’ across the Sector and feed into the overall Support Services Customer Experience development plans. Operationalise and manage the Customer Effort metric
Use the Interserve Customer Journey Framework and toolkit to make improvements to existing customer accounts
As the CX expert for that Sector, work with the Bid teams to demonstrate CX as a true differentiator – understanding customer needs and applying them through our service solutions
As the CX point person within the given Sector, work with the leadership team to feed customer insight requests into the Customer Insight team, and then deliver usable insight back into the business, turning insight into action. Provide a measurement framework to see customer and commercial improvements
Using customer & commercial insight develop sector leading User and Workplace Experiences
Ensure Service Levels and Customer Service capabilities are at the desired level
Identify customer interactions that are driving dissatisfaction and an increased cost-to-serve. Work closely with the central Customer Experience Team focusing on the account lifecycle
Ability to look at existing customer accounts and establish where the customers’ experience is being negatively impacted by people, process, technology, or data
Work with Interserve account teams to develop and deliver improvement plans
Identify best practice and work with the other HO Customer Experience roles to ensure it becomes everyday Interserve practice
Develop the capabilities within the business at Customer Account level to ensure a customer focused approach to account management and provide the skills/toolbox to apply it
Is able to work within cross-functional teams and lead customer journey improvement plans identified to deliver improvements to specific customer touch points. The cross-functional teams could equally be Support Services wide as well as Sector specific in some instances
Work closely with the OEM and COE Team to deliver process improvements, and standardisation across customer accounts. Understand and apply technology and innovation where improvements can be made and measured
Working with both Account teams and Customers, developing the Customer Development Plan to ensure continuous improvement and support our customer retention target
Develop people and teams, helping them to understand the Interserve way to deliver a branded Customer Experience. Input into any relevant Induction and training plans
Able to translate the voice of the customer into action
Excellent people and influencing skills
Ability to work with and manager a ‘virtual’ team
Commercial acumen – calculating the cost of failure and business benefits
Good communicator with strong verbal and written skills
Passionate about customer service and delivering improvements
Well organised and able to manage multiple activities
Able to demonstrate the organisation and delivery of complex events
Experience of working in a customer focused environment
Strong interpersonal and people management skills including team working

227

Customer Experience & Business Intelligence Specialist Resume Examples & Samples

Functional Expertise
Bachelor’s degree in Marketing, Economics, or other business-related field of study
2-4 years of experience in customer experience and competitive intelligence
Customer Experience and Business Intelligence experience with both retail and digital marketplaces
Up-to-date with the latest trends and best practices in customer experience and business insight
Strong analytical skills, as well as a passion for problem solving and working cross-functionally to identify opportunities and resolve them
Highly self-motivated with proven ability to manage multiple projects, drive hard to completion, and deliver meaningful results
Have excellent interpersonal, customer service, organizational and problem-solving skills
Lead and influence business partners across the network
Ability to combine data from multiple sources and manipulate to analyze and interpret business performance
Ability to articulate and visualize data to make information more easily understood
Eagerness to develop new marketing skills and business acumen
Be reliable for efficiency, accuracy and attention to detail
Solid Microsoft Office suite experience required

228

Customer Experience Partner Resume Examples & Samples

To deliver a positive customer experience for key account customers and to ensure a smooth execution of the end – to- end shipment lifecycle by working closely with the customer and internal teams
Build strong relationships with all stakeholders including off shore Global Service Centre team
Effectively handover of terms and conditions agreed with customer to stakeholder groups, including Global Service Centre team
Actively promotes the use of Ecommerce
Continually review improved service offerings (routes/transit times) to RENAULT. Routings / transit times to be reviewed weekly – check with Cluster Trade and Marketing desks on pending / likely service changes and report on findings to RENAULT Control Tower Manager
Assist in the determining of market related service / transit times and report on findings to RENAULT Control Tower Manager
Responsible for follow up on RENAULT TSLA, ensuring all CSA’s are following procedure and finance follows up on Overdue invoices
Responsible for invoice quality i.e. maintaining correct invoice party; demurrage and detention invoices are in line with global free-time agreement as per RENAULT contract
Continually strive to convert RENAULT/agents to E-Com platforms
Compile weekly/monthly transit/deviation reports for RENAULT role players
To co-ordinate claims received from customers with Claim Department and ensure feedback is given to customer
Control exceptional RENAULT charges (as they come), follow SOP’s and RENAULT action payments accordingly
Ensure long standings are communicated to RENAULT proactively to action DET-DEM invoices approval and payment from RENAULT
Co-ordinate weekly calls with Renault Turkey and Romania Teams. File meeting reports in Sales force
Co-ordinate quarterly performance review visits with Renault Turkey and Romania Teams. File visit reports in Sales force
Assist in developing new customers in Key Account segment
Primary internal stakeholders (Agency Staff / Sales / Customer Experience Partners / Finance and Branch management, not limited to Turkey, for Romania and Germany also / Global Key Account Owner / Control Tower Manager)
Primary external stakeholders (External Customers and Suppliers in Turkey, Romania and Germany)
Full overview of the business process from end to end (booking to invoicing to payment application)
Knowledge/Awareness of what RENAULT and New Customers means to Safmarine as a Key Account
General Problem Solving Skills
Customer Service Skills
Capable of building solid rapport over the phone
Can build and maintains a strong network of customers
Is a clear communicator at all levels of the organization
Capable of overcoming objections
Has knowledge of market competitors and industry trends
Confident in decision making
No military obligation for male candidates
Pressurized and dynamic environment
Adherence to deadlines
Meet Customer KPI’s (further to mutual agreement)
Compliance with Standard Operating Procedures
High level of quality and accuracy
Ensure a constant and high level of customer service
Ability to coordinate and follow up responsibilities with offshore offices internally
NPS ( Customer Satisfaction Score )
Outlook
SAP
Native Turkish
Good communication skills written and verbal in English
French and Romanian languages are preferred
Accuracy and organizing ability
Manage priorities
Results orientated
Logical Reasoning

229

Senior Customer Experience Partner Resume Examples & Samples

To deliver a positive customer experience for all customers and to ensure a smooth execution of the shipment lifecycle by working closely with the customer and internal teams
Hunt leads and follow up on opportunities for new customers, lost or inactive accounts as well as regular accounts. This includes conducting campaigns and sales promotions across customer opportunities
Identify when leverage of external sales face to face interaction would benefit the customers relationship or where large potential profitability has been identified
Ensure all products and services are sold to the customer to maximize Safmarine profitability
Built strong relationships with all stakeholders including effectively handover of terms and conditions agreed with customers to our global service centre team
Be fully responsible for customer satisfaction and experience on interaction with customers
Promoting the Safmarine Brand in daily interactions through various channels and agreed media

230

Large PSE Customer Experience & Deployment Resume Examples & Samples

Responsible for the success of a product or group of products through development and execution of comprehensive marketing plan including new and emerging products, technologies and/or applications
Be product owner throughout the life cycle
Conduct multi-year product planning to determine product life-cycle decisions, ensure consistency with overall marketing and corporate strategy, and achieve product performance, revenue, market share/penetration, and profitability objectives
Identify, monitor and analyze internal (e.g. financials, movement, revenue, cost, sales) and external (e.g., technology, market share, competitive) performance parameters in order to reposition, modify features and identify new uses for the product
Provide continuing product surveillance and management of established product to attain financial objectives
Accountable for revenue attainment and profitability and success of product or group of products through development and execution of comprehensive marketing plan
Act as the foremost expert within the product marketing discipline and an acknowledged authority within the organization
Develop business plans and product positioning in the marketplace
Provide readout to leadership level regarding products and plans as assigned
Collaborate with other AT&T offer teams to ensure customer experience and business services positions AT&T as the continued leader
Work with marketing and sales operations teams to develop service delivery and channel enablement plans
Develop compelling positioning and value proposition and selling tools
Market Analysis: assess market and customer dynamics and incorporate into offer development and lifecycle activities
Perform competitive analysis to evaluate product capabilities, pricing, promotion, distribution; analyze how these impact market share
Recommend and implement changes required to be competitive
Rationalize solution offerings by performing map/gap analysis against current offering and market opportunities
Establish requirements to effectively manage and track to a plan of record, including total sales, revenue, churn and contribution
Motivate others to action and provide leadership qualities as needed
Foster strong relationships with internal and external resources. Engage with different functional teams and business units (in order to drive business success and optimization
Acts as team lead as needed to provide leadership to less experienced professionals
Five years product management experience
Must be comfortable with conveying the value of new and emerging products, technologies or applications to senior level management and across a diverse product team
Product launch and lifecycle management experience
Previous experience leading a cross-functional organization in executing projects from ideation to completion
Strong analytic and fact-based decision-making skills
Ability to manage multiple projects simultaneously and operate in a fast-paced, high-growth professional environment
Must possess both outstanding written and oral communication skills
Must be proficient using Microsoft Office products including Word, Power Point, Excel and Outlook
Ability to clear a criminal background check and drug test
The successful candidate will be able to perform the following with or without reasonable accommodation
Six or more years product management experience, preferably in consumer new product development
Product management experience within high tech, software and/or wireless/telecom industry highly

231

Head of Consumer Bank & Wealth Management Customer Experience Resume Examples & Samples

Create actionable strategic plans and benchmarks performance against key operational targets/goals
This individual will work closely with Chase LOB CEO’s and Channel heads to provide the CCB businesses and Channel heads with critical information and insights needed to positively impact the customer experience, optimize cost to serve, and deepen Chase customer relationships
Responsible for addressing business issues such as risk, legal and compliance and managing resolution
Promote a strong control environment by adhering to risk/control expectations, procedures, and processes
15+ years of broad leadership experiences focused on consumer businesses with an analytical / strategic focus (large scale distributed retail networks a plus)
Experience with a Fortune 500 company and highly recognized customer centric brand strongly preferred
Creative thought leader, exceptional problem solving and analytical skills with proven ability to conceptualize new ideas
Digitally savvy with the ability to synthesize large amounts of data to tell a relevant story
Outstanding and engaging people leader who has demonstrated the ability to lead, coach and develop employees within a large organization
Strong business control understanding and experience
BS/BA required; MBA preferred

232

Customer Experience Continuous Improvement Manager Resume Examples & Samples

Select and prioritize continuous improvement projects to ensure work aligns with biz strategic goals
Lead Resolution of systemic process issues to improve long terms customer experience and satisfaction
Drive DMAIC (certification process)
Engage with PC operations & sites on each project to ensure customer experience is implemented into existing and future projects
Ensure lesson leant are implemented to prevent repetition of issues across all PC (sites and functions)
Lean six sigma BB / MBB certified
Comprehensive in-depth understanding of Continuous Improvement concepts and principles
Knowledge of key process improvement tools e.g. RCA, DMAIC
Process orientation and strong PMO skills
Ability to drive and work horizontally

233

VP, Operations & Customer Experience Resume Examples & Samples

Support WVRNA Resort Operations: vendor spend, brand standards, survey; communications, statistical analysis
Support RVP’s & Resort Operations: guest experience, communications
Drive innovation for “Guest Experience” to enhance the overall guest experience and value proposition
Hospitality Service Culture – champion and steward the “Count on Me!” service culture
Quality Assurance Standards
Brand Standards Oversight – resort management policies, brand standards and applications : in-room guest consumables, housewares, quantity and quality guidelines, guest facing collateral – check-in packages; in-room directory
Special Projects – within Hospitality, within WVRNA Business Units (housekeeping, standards, etc.)and Wyndham Worldwide; Wyndham Green, Wyndham Rewards, Associate Recognition, Wishes by Wyndham, Talent Assessment, Arbor Day Million Tree Program, Loss Prevention Participation (Emergency Preparedness)
Requires minimum 15+ years of experience in a Business leadership role in the hospitality management industry
Financial & analytical skills; understanding of hospitality departmental operations and controls
Knowledge of condominium and/or home owner association management; be self-directed and work productively in a fast paced environment; maintain open effective communication and build associate morale; proven track record of assessing and growing a strong leadership team; innate leadership presence with demonstrated experience providing strategic direction, leading, coaching and motivating a team; strong problem resolution and prioritization skills
Computer skills including considerable experience with MS Word, MS Excel and MS Outlook
4 year college degree with focus in hospitality

234

Senior Manager of Customer Experience Resume Examples & Samples

Oversee the Customer Experience (CX) at all TMK companies
Oversee the sales Agent Experience (AX) at all TMK Companies
Create “secret shopper” identities to monitor the complete CX
Look for and promote consistency and style that is reflective of each companies brand identity and brand promise
Present findings to upper management and to responsible business units
Determine possible courses of action to remedy sub-par or inconsistent customer experiences
Work with Social Media team to monitor social media trends related to CX
Research and foster strategic partnerships with other companies that can help the CX and AX
Explore technologies and solutions to improve CX
Manage expenses related to CX and AX
Foster strong working relationships with business units to ensure findings and suggestions are well received
Marketing/Branding
Relationship and networking Skills
Public Speaking
Process Improvement Skills
Creative Writing
Analytical Skills
MS Office Skills (Outlook, PowerPoint, Excel, Word)
College Degree in Marketing
Customer Experience Background a Plus
Branding Background Preferred
Relationship Management Experience

235

Customer Experience Intern Resume Examples & Samples

Focus on gathering customer feedback, taking the feedback and determine continuous improvement plans to make the customer experience better
Build out a consistent QBR framework and template for all Diamond accounts. Work closely with Account team to populate and prepare for QBR presentations
Manage and ensure follow through by key owners of continuous improvement plans
Hold meetings with clients and internal teams in Virtustream to gain the information necessary to move the Customer Experience program forward
Communicate on a regular basis with customers and internal team members to ensure everyone is on the same page and expectations are known/met
PowerPoint skills, marketing background
Customer facing
Willing to travel ~1x month
Organized
Project/Task management skills
Ability to work with all levels in an organization

236

Customer Experience Knowledge Management Specialist Resume Examples & Samples

This role is integral in ensuring the contact centre has up to date information, processes and tools supporting the products and services of OML to ensure the services provided to customers and the overall quality of the customer experience is of the highest standard
Manage the customer experience communication tools i.e. the knowledge base
Anticipate the questions from customers by developing a detailed FAQ for customer experience
Design and produce visually stimulating material for effective communication
Develop customer experience FAQs on promotions, ad-hoc scripts and findings
Maintain up to date training materials
Train ad hoc promotion to contact center & retail
Manage the customer experience processes and ensure that the latest version is relevant and communicated to all team members
Act as a liaison with marketing, sales and other departments ensuring customer experience is aware of the content of any communication sent to customers
Working with marketing to develop the messages to be recorded on the customer experience IVR
Participate in the organization of events and/or activities for customer experience
Represent customer experience on committees with the internal communication group and other groups of OM
Within transformation projects create functional requirement documents by taking inputs from customer experience stake holders
Manage the complete CR/CCR process with IT
Take part in testing as required for product and project launches
VOC Analysis & report circulation among stakeholders
Produce ad hoc reporting as required
Team work
Dynamic and proactive
Sense of analysis and synthesis
Burmese and English (oral and written)
Strong Microsoft office & presentation skills
Two years experience in the communication area, preferably in a telecom business

237

Customer Experience Internship Resume Examples & Samples

Foster excellent customer relations to maximize freight potential
Ensure prompt handling of customer requests/inquiries
Enter customer orders into the J.B. Hunt system and track loads to ensure on time, damage-free service
Ensure adequate equipment utilization for trailers with assigned custom
Ability to work under potentially stressful/fast paced environment
Ability to self-prioritize
Currently juniors or seniors preferred
GPA of at least 2.7; GPA of 3.0 or higher preferred
Have demonstrated leadership qualities
Be available to work 20-40 hours per week; we can be flexible with class schedules

238

Mgr, Customer Experience Resume Examples & Samples

High school diploma or equivalent; Bachelor’s degree preferred
Minimum 3 to 5 years of customer service experience
Proven process improvement experience (analytics, problem-solving, and decision making skills) in order to drive results
Ability to train and coach team members on processes, procedures, compliance and product knowledge
Strong competence in the use of technology and software applications including SAP, CRM, Impact 360 and other emerging technologies
Ability to plan, organize and delegate work

239

Customer Experience Lead Resume Examples & Samples

Live Our Values: People, Quality, Service and Innovation
Deliver a concierge level of service, you will ensure every interaction results in client delight
Create rapport with our clients ensuring we deliver on our vision of becoming the world’s best interior design firm
Detailed product expertise and excellent verbal and written communication, you will create a luxury service experience in every interaction
Cultivate cross-functional relationships to ensure you are able to deliver solutions at speed to our clients
Reliability, commitment and follow-up, you will exceed client expectations
Keen sense of style and creative eye, you will provide creative solutions to engage with your clients’ individual vision by providing recommendations and complementing their existing purchases
Strong ability to lead, you will support the team in the absence of team leadership presence (when appropriate)
Set a positive tone around all performance metrics
Support mentoring, coaching and developing of all associates through various audits and projects

240

Customer Experience Resume Examples & Samples

Define and deliver effective metrics regarding outsourcer performance in relation to contracted services and develop vendor scorecards and dashboards
Own and drive superior business results through vendor partners monitoring key metrics to ensure outsourcer is meeting expectations
Analyse data to gain insights into vendor performance and improvement opportunities; Identify data, tools and reporting needs and write BRDs, partnering with cross-functional teams to make those ideas a reality
Build and implement governance structure
Manage and monitor all assigned contractual obligations and governance processes to meet required standards including responding to contract queries and guidance requests
Act as point of escalation for vendor issues
Ensure vendor risk factors are being identified and appropriately documented and addressed
Work with the organisation to help translate functional requests into contract specifications/changes
Work closely with senior stakeholders in the region and/or product teams to understand, influence, define and drive common goals

241

Customer Experience & Collaboration Engineer Resume Examples & Samples

Ensure that assigned infrastructure at the client site is configured, installed, tested and operational and that software is installed and configured according to client requirements
Identify problems and errors prior to or when they occur and log all such incidents in a timely manner with the required level of detail
Take full ownership for managing the incident to resolution within the service level conditions
Provide telephonic support to clients when required and update the relevant systems as per Dimension Data procedures
Perform the necessary hand over procedures in cases where shift work is required
Produce breach and other reports to identify failures and short-comings
CCNA/A+/N+; MCSE Qualification preferred
At least 2 – 4 years’ work experience
At least 2 years’ specific work experience in a relevant field
Demonstrate solution and service knowledge
Possess sound knowledge of CX & Collab infrastructure and systems
Demonstrate problem analysis and solution formulation skills
Demonstrate learning and service orientation
Demonstrate excellent attention to detail
Demonstrate proactive management

242

Mgr Customer Experience Resume Examples & Samples

Manage Plexus' Customer Experience program and drive globally consistent processes through the development and maintenance of the Customer Experience Manual in order to create a consistent Customer Experience process for customers that come to a Plexus facility
Create, implement, and sustain standard tools and processes by working in coordination with IT, operations and market sector teams in support of developing efficient and effective Customer Experience processes that are used consistently at all Plexus facilities
Measure the Customer Experience program through the development and execution of an audit program to track success and drive continual improvement. Communicate progress through the collection, analysis and dissemination of audit and Customer Experience survey results to executive management, regional VP's of operations and global market sector leadership
Participate in talent acquisition process for all Customer Experience Leaders and Customer Experience Specialists by interviewing candidates to ensure candidates exhibit attention to detail and are customer focused. Identify high-potential Customer Experience Assistants and work with regional Customer Experience Leaders to provide stretch assignments to high-potential assistants in order to create a pipeline of talent for other roles within Plexus
Coordinate with regional Customer Experience Leaders to identify and drive Customer Experience best practices throughout the enterprise
Own the development and maintenance of global Customer Experience training program to ensure consistency of training practices. Facilitate training for executive, market sector and regional leadership
Partner with the branding team to rollout Plexus' corporate brand messages and collateral within Plexus facilities across all regions and business units
Collaborate with the branding team to develop approved functional business unit tour messages that are appropriate to enhance the Customer Experience
Lead regular team meetings of regional Customer Experience Leaders to continually improve Customer Experience processes and understand the effectivity of the Customer Experience programs within region. Participate in site, sector and regional leadership meetings in order to effectively promote customer experience
Provide Customer Experience resources to Plexus' market sector and global operations team through the development and management of the Customer Experience SharePoint site to provide easy access to the Customer Experience program tools and processes
Occasional travel may be required to meet the needs of the business (estimated 30-35%)
A minimum of a Bachelor's degree or equivalent experience is required for this position; a Bachelor's degree is preferred
Experience of 5 year(s) is required for this position, assuming education requirements are met. Equivalent industry experience of 5 or more years is highly desirable

243

Customer Experience Campaign Manager Resume Examples & Samples

3 to 5 years working experience in area of consumer banking, customer service or marketing or data management
Open minded, diligent, patient and with a keen eye for details
Good at both spoken and written English

244

Customer Experience Team Leader Resume Examples & Samples

Drive customer satisfaction for assigned groups
Demonstrate leadership and business partnership skills by working with assigned channel/functional/regional business leaders in the implementation and execution of Customer Experience initiatives aligned to the business strategy as outlined in Annual Operating Plan and Long Range Plan
Provide the business Voice of Customer information for assigned groups, identifying barriers to success and working across the organization to drive issue resolution and customer satisfaction
Recruit, lead, develop, promote and retain team members through the execution of objective and goal setting, action planning and delivering timely specific feedback throughout the year
Contribute to employee engagement and development, including aspects of coaching, training, rewards and recognition, performance management, attendance administration
Facilitates and follows up any sales inquiries
Drive key metrics for the team: InContact, OTS & ICQ
Process customer orders (promise dates, order entry, collaboration with supply chain and operations)
Associate’s Degree in Business, Finance, Marketing or Supply Chain highly preferred. Bachelor's degree preferred
5 years of experience in a customer facing role
3 years of experience leading teams
Professional certification is a plus (i.e. National Professional Certification in Customer Service, APICS)

245

Head of Customer Experience Improvement Resume Examples & Samples

Setting the ANZ program direction, working closely with leaders in defining and developing the roadmap to customer advocacy ambition and journey
Developing, deploying, and operationalising NPS capabilities - this includes the building and maintenance of the NPS measurement methodology and reporting systems and tools
Leading and supporting the execution of Retail and Commercial bank initiatives with the end goal to improve NPS
Effective management of the delivery of NPS roadmap bank wide program, in line with the program budget
Being the key advocate for the NPS program; engaging key stakeholders enterprise wide. Advising and supporting senior leaders in reinforcing key messages, celebrating success stories, and being the role model for the customer centricity framework
Previous success in senior leadership roles influencing at Leadership and Board level to achieve transformation outcomes. Strong strategic mindset with the ability to identify key lever to drive success
Proven track record driving cross functional re-engineering using an industry recognised framework to improve service experience
Demonstrable experience applying user led design methodologies to digitise process
Strong experience in leading implementation of Net Promoter Systems in corporate environment including cultural change, capability build would be beneficial
Strong communication and interpersonal skills. Experience in effective influence at a Managing Director and Board level
Proven success in change management, particularly in cross – functional environment driving significant change program

246

Director, International Customer Experience Resume Examples & Samples

Customer experience gaps and priorities: Work through the existing data (customer feedback and employee feedback) to understand what the customer experience gaps are internationally (by market) – product and experience. Align those needs with the global customer experience improvements
Develop collaborative partnerships: Develop a strong partnership and communication cadence with all of the key stakeholders in the international teams
New market expansion: Get plugged into the new markets planned for 2016 and being planned for 2017. Understand the customer needs in those markets and establish how we will listen to those customers (and the partners) within those new markets as we enter them
BA/BS degree in Business or a related field preferred
10+ years relevant work experience in customer experience and/or customer focused leadership
Passion for our customers and a drive for making their experience better
Experience leading teams, directly and in projects
Strong communications background to communicate and employees and customers
Demonstrated success of driving cultural change within an organization that is preparing to transform
Excellent ability to manage influence through persuasion, negotiation and consensus building
Familiar with customer journey/journey mapping is a plus
Ability to adjust to changing demands and shifting priorities

247

Senior Director of Customer Experience Resume Examples & Samples

Primary strategic partner with HR, Digital / social teams, and internal communications to lay out plan and foundation for “infusing” customer into the organization
Partners / works with all lines of business to build strategy of support tools and resources that drive customer experience goals, aligning to the consumer bank and also tailored to the individual business
Define and outline the sustainability strategy as it relates to customer experience content, culture, and education as we transform our approach to an emotional experience
Translates complex customer experience research and data into stories, action plans, and playbooks
Works across the bank to continuously improve and embed a true customer first mindset in everything we do
A change leader that “invites” others to think of the customer in a new and evolving way
15+ years total leadership experience in combination of customer experience, engagement, and change management
Exceptional ability to find “common ground” and partner with all levels of the organization
Exhibits a joy and excitement for always doing what is right by the customer with a customer-first mindset
Ability to write and build stories from multiple complex data sources – translating to playbooks, internal intranet sites, digital and social tools, and HR integration strategies

248

Head, Customer Experience Resume Examples & Samples

Plan and execute Customer Engagement related activities for IBG
Work with related units in preparing for any Customer Engagement activities
Prepare & monitor survey conducted each year and also generate action plans for improvement based on survey and event that have been conducted
Initiate, execute and monitor projects to increase IBG’s customer experience, both internal and external
Monitor complaints & compliments regularly and propose feedback for corrective action plans to avoid repeated complaints

249

Customer Experience Senior Business Partner Resume Examples & Samples

Serve as the primary liaison between IT and one or more business areas
Provide functional knowledge of key business processes and functional expertise on the IT services/applications that support them
Drive and improve Customer Experiences processes through adoption of IT best practices and harmonized business processes
Develop collaborative partnerships with R&D and Business Unit leaders. Use these partnerships to identify opportunities to shape and fully realize the potential of IT and data analytics investments to drive business outcomes
Understand current and future business processes, and establish strategies and requirements to align IT application and service capabilities with these processes
Provide functional support, knowledge transfer, and training on business and/or customer facing applications
Work with business stakeholders to document business needs, requirements, and business cases
Provide project management and coordination for key projects
Collaborate with the larger IT organization (e.g. PMO, ERP Leads, Strategy & Architecture, etc.) to deliver appropriate technology solutions
Advise leadership on appropriate action, including contingency planning and countermeasures
Recognize opportunities for the business which involve the application of technology across a broad technical front
Maximize existing investments in Customer Experience and related technologies, and shape future blueprints (business capabilities), ensuring IT is appropriately applied throughout the end to end business processes
Execute projects within the approved portfolio within budget/timeline and track benefits realization

250

Analyst, Special Handling Customer Experience Resume Examples & Samples

Pull and analyze data to discover areas of improvement
Create and execute a project roadmap, including technical and business process improvements
Write (and present) one-page papers to explain the benefits and strategic importance of your work to senior audiences
Work with cross functional teams to execute your projects
Define user requirements for technology improvements
5 years experience analyzing business problems and creating metrics
Able to manage several projects/initiatives at same time
A high proficiency in MS Excel and SQL and strong analytical skills with proven ability to use data to drive change
Demonstrated experience making efficient and effective process improvement proposals
Master’s degree or MBA
2+ years in Program/Project Management
Experience in Customer Experience or Transportation
Demonstrated skills in communicating (both verbally and in writing), and influencing stakeholders across multiple disciplines and different levels of the business
Strong bias for action, with the ability to juggle multiple priorities and create a sense of urgency

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