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Voice of the Customer Program Manager

The Role:

The Voice of the Customer Program Manager is responsible for driving the architecture and maintaining the ongoing implementation of a comprehensive Net Promoter Score / Customer Satisfaction Program, inclusive of data analytics and closed-loop feedback, across all stages of the Personal Capital customer experience.

This role is fully accountable for the success of the NPS / Customer Satisfaction Program from initial program planning and execution through ongoing program management including in the identification of business improvements necessary to achieve superior NPS.

The NPS Customer Success Program Manager should desire to work on multiple projects simultaneously with the ability to change focus quickly. They must thrive on transforming large amounts of data into actionable business information, making it readily available to stakeholders in an easy to understand format.

 

Specific duties include, but are not limited to:

  • Provide thought leadership into the design and implementation of a comprehensive NPS / Satisfaction program inclusive of data analysis and closed-loop feedback.
  • Coordinate, initiate, and analyze results of both time and event based customer surveys.
  • Organize and execute both internal employee “front line” sessions, and in-person and virtual customer “field study” sessions.
  • Develop and implement a trackable closed-loop feedback integration and response process.
  • Achieve a deep understanding of customer sentiment across their journey and partner with business units to prioritize and successfully implement NPS enhancing projects/initiatives.
  • Evaluate customer experience improvement opportunities, prepare business cases, and gain alignment from key stakeholders on chosen option for managing experience objectives.
  • Design and analyze A/B tests to drive KPI improvements.
  • Conceptualize and maintain key performance reports and dashboards.
  • Promote a NPS focused culture across Personal Capital.

The ideal candidate will be flexible, as their responsibilities could change as the model is further developed and redefined.

 

Qualifications:

  • Must have in-depth knowledge of and passion for NPS / Satisfaction data and insights.
  • Proven experience that demonstrates focus on enhancing the entire customer experience with achievement of improved NPS / Satisfaction metrics.
  • Expert knowledge in analysis of business process, workflow, and modeling.
  • Ability to work closely with Senior Management and maintain strict levels of confidentiality.
  • Ability to take direction and work with autonomy.
  • Ability to exhibit strong decision making supported by quantitative data and qualitative rationale.
  • Familiarity with Qualtrics, Salesforce, Tableau, and Microsoft Office preferred but not required.
  • Exceptional verbal, written, listening, and presentation communication skills.
  • Strong interpersonal skills, team-oriented, and collaborative.

 

Located in Denver, Colorado

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