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Senior Customer Experience (CX) Strategist

Company: CleanChoice Energy
Location: Washington
Posted on: September 24, 2022

Job Description:

CX Snr. Strategist

CleanChoice Energys Customer Experience team is looking for a Senior Customer Experience Strategist.

This is an exciting opportunity to help measure our customers feedback on our services and products during their end-to-end journey. You will drive a comprehensive strategic approach to improve the customer experience and communicate the CX strategy across the organization, ensuring understanding and buy-in.

This includes analyzing multiple data sources to provide actionable insights that improve customer satisfaction and loyalty, establishing new or improved key performance indicators for customer experience, measuring and monitoring the organizations performance, and ensuring improvement plans are executed.

Key Responsibilities

  • Serve as an innovative thought leader and subject matter expert in CX strategy, customer service, service delivery/contact centers, and related KPIs
  • Analyze quantitative and qualitative customer feedback to create insights, finding key customer issues and potential improvement opportunities
  • Partner with journey leaders to communicate strategic recommendations, the progress of experience initiatives, and operating roadmap
  • Create an end-to-end customer journey of Excellence through engagement, design, and facilitation, ensuring all functions across the end-to-end experience participate in the journey
  • Support with the end-to-end process from survey design, testing, analysis, and reporting
  • Partner with business partners to prioritize experience-related initiatives based on a balanced set of business- and consumer-driven criteria
  • Drive cross-functional efforts across to elevate understanding, illustrate opportunities and help the organization improve the customer experience consistently and cohesively
  • Help improve NPS through the ongoing analysis and reporting of promoters/detractors from the customer satisfaction data
  • Manage customer experience transformation plan, including but not limited to experience calibrations, pilot program, education, communication, training, metrics, and reviews/readouts
  • Own ad hoc strategic projects in support of journey work, including problem framing, quantitative analysis, and development of supporting communication to socialize finding
  • Facilitate understanding of customer needs and how the organization is performing relative to the need
  • Support financial model that quantifies and illustrates the business value and ROI of investing in customer experience
  • Establish and manage the CX KPI Dashboard and the identification of improvement opportunities
  • Maintain the Text Analytics strategy for all qualitative feedback in the Customer Experience data
  • Identify opportunities for automation to improve efficiencies, e.g., automated reporting and dashboards
  • Help with day-to-day ad-hoc analysis requests from various stakeholders
  • Perform research to give presentations to all departments & levels of the company
  • Establish robust and collaborative working relationships with external vendors, functional teams, and key stakeholders
  • Partner with the hiring, orienting, and training of CleanChoice Energys customer experience team
  • Conduct internal & external surveys to gather actionable intelligence on services rendered to customers
  • Observe and provide feedback to the customer experience team to ensure their interaction with customers reflect positively on the company
  • Liaise with other workgroups to ensure effective implementation of products and services as it pertains to the customer experience
  • Conduct research, including competitive intelligence and market research, to inform competitive advantage and new opportunity areas to explore
  • Organize training programs for the customer experience team to enhance the customer experience. Must-Have Attributes
    • Previous experience working in a similar role / Strong experience from a data and insight role, with a customer focus
    • Experience working with and knowledge of CX metrics (NPS, CSAT, CES, etc.)
    • Experience using customer feedback platforms such as Medallia, Qaltrics, or other industry-leading platforms
    • Proven experience in deploying CX technologies and infrastructure
    • Engages and influences stakeholders
    • Effective program management capabilities to lead initiatives and facilitates cross-functional collaboration and support
    • Ability to employ data and research to create customer journey maps that help stakeholders identify gaps and opportunities to increase the success
    • Leadership in a multi-unit environment
    • highly collaborative, self-motivated, comfortable dealing with ambiguity, biased toward action
    • Customer-focused, adaptable, and a natural problem solver
    • Experience with Customer Relationship Management (CRM) tools, strong attention to detail, excellent verbal & written communication abilities, and robust experience with Google Suite, Microsoft Excel, and PowerPoint
    • Experience in managing survey programs, especially Net Promoter Score
    • Collaborative, data-driven, problem solver who can identify and communicate the next steps from their analysis
    • Passionate about creating excellent renewable energy experiences
    • Compelling storytelling and presentation skills
    • Strong stakeholder management and ability to dynamically work across multiple teams Personal Qualities
      • Excellent written and verbal communication skills to influence outcomes with persuasiveness and credibility.
      • You take a systematic, structured view of situations while staying focused on the big picture.
      • You have excellent organizational skills, the ability to manage and balance multiple priorities, and the aptitude to set priorities and manage deadlines.
      • You are a proactive problem-solver and detail-oriented. What's in it for you?

        Meaningful: Make an impact on the environment

        Wellness: Life/ work balance

        Autonomy: Follow your passion and make it your own

        Competitive Salary

        Company paid medical, dental, and vision with buy-up options

        401k with matching

        Ability to work remotely

        Employee Development

        Generous PTO

        Powered by JazzHR

        PI

Keywords: CleanChoice Energy, Washington DC , Senior Customer Experience (CX) Strategist, Other , Washington, DC

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