Job Summary
• This role is responsible for developing and optimizing customer journeys, managing voice of customer programs, and overseeing strategic briefings for key accounts. The role collaborates with internal stakeholders to organize presentations, designs customized customer experiences, and monitors KPIs and competitor activities. Additionally, the role leads complex problem-solving efforts, manages projects independently, and contributes to operational and strategic plans.
Responsibilities
• Optimizes end-to-end customer journeys, identifying touchpoints, pain points, and improvement areas.
• Designs and manages voice of customers programs, including surveys, interviews, and feedback mechanisms to capture valuable insights from customers.
• Manages briefings that focus on strategic accounts, large revenue deals and major relationship opportunities.
• Collaborates with internal stakeholders to identify and organize appropriate presentations and discussion leaders for complex, strategic briefings.
• Designs customized customer experiences and briefing to be presented in executive briefing centers.
• Provides active management throughout briefing to provide notes and action items for follow-up after the briefing.
• Participates in development and leads monitoring of key performance indicators related to customer experience initiatives.
• Leads monitoring of competitor activities and trends in the industry to identify opportunities for improvement.
• Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
• Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.
Education & Experience Recommended
• Four-year or Graduate Degree in Marketing, Business Administration, or any other related discipline or commensurate work experie
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