Job Description

Job Responsibilities:

• Interface with the various Post Sales Operations and Engineering teams to define comprehensive process and system strategies that provide flexibility and are scalable as well as sustainable
• Contribute to CX strategies by providing comprehensive capability development analysis and solution development roadmaps to implement goals defined by the strategies
• Support business partners in drafting business cases for new initiatives
• Document and maintain detailed customer journey maps, process workflows, and associated systems maps. Guide CX team through UAT. Develop acceptance criteria for new solutions being deployed.
• Break down business needs into small value deliveries:
• Create Features and Stories from Initiatives and Epics
• Capture requirements into the single source of truth (Jira/Confluence)
• Validate requirements traceability with engineering
• Facilitate workshops with cross functional teams to gather detailed requirements
• Develop strategies and associated requirements for gaining customer insights through the data residing in different systems with respect to integration, data collection, and visualization.
• Identify opportunities for process and system optimization near and mid-term and contribute to long range strategic planning
• Minimal domestic travel maybe required

Skills:

• At least 5 years’ experience in CX space spanning Customer Lifecycle from interest/inquiry to orders to post sales ops processes
• 5+ years of customer journey, user stories, and business requirements writing
• Deep understanding of CX metrics such as NPS and how to leverage insights from Voice of Customer
• 3+ years of experience with Agile and Scrum techniques
• Experience using various tools and platforms for CX management (e.g. Medallia, Salesforce)
• Working business understanding of New Product Introductions, New Market Entry, and Product Promotions from a CX perspective
• Excellent communication, creative, critical thinking, problem-solving, planning, prioritization, teamwork and organization skills
• Experience working in the high-volume consumer electronics industry.
• Strong analytical skills and interpersonal experience.
• Proven track record in building internal and external customer relationships

Education/Experience:

• Bachelor's degree in a technical field such as Management Information Systems or Computer Science-related field (or equivalent experience) preferred

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