Program Manager - Customer Experience Management

An ideal candidate must have a sound understanding of customer experience management and a passion for analyzing data:

Key Deliverables:

Translate customer needs into business requirements

Develop a deep understanding of what customers expect at each of the points of their journey and how those expectations align with current goals and operational metrics

Work across the organization to make actionable intelligence available to business stakeholders

Data mine key performance indicators to discover root causes for customer dissatisfaction.

Conduct trending analysis to identify opportunities, highlight strengths, and provide recommended corrective actions

Communicate insights to key stakeholders

Support cross-functional teams on the day-to-day execution of projects and initiatives

Basic Qualifications:

Bachelor's degree in a related field

3+ years of direct experience in quantitative, qualitative, research or analyses

Experience with Excel, SQL and working with databases

Experience creating and sharing data visualizations using tools such Tableau

Interpersonal skills and the ability to build trust and partnerships with key stakeholders

Ability to manage multiple timelines and commitments

Strong organization skills and ability to multi-task and prioritize work

Preferred Qualifications:

Experience in the Consumer Electronics (CE) or Customer Service (CS) field

Experience in the digital content field to include videos, games, apps, and/or music

Experience in text analytics or unstructured data mining

Possess sound business judgment

Market or Primary research experience