Role Summary:This resource will assist with the adoption and governance of the current global Customer Experience (CX) offerings - Voice of Customer and Customer Experience Design. This resource will also contribute to the design and development of new solutions and support the region and country CX ambassadors/champions to implement and gain value from utilization of new/enhanced global CX offerings. This role will work alongside global, regional and country CX team members, other global Centers of Excellence and also with IT Products and Platform resources and 3rd party implementation partners in the execution of their day-to-day tasks. Key Responsibilities:• Support region and country teams in the adoption of current global CX offeringso Ensure proper governance is followedo Ensure CX actions are being taken based on customer pain points and insights generatedo Develop & Monitor adoption/utilization metrics• Assist with the development and launch of new or enhanced CX capabilities including:o Training/onboarding region/country teams to new digital toolso Develop & Monitor launch metricso Light Change Management/Communication supporto 1st level support – Subject Matter Expert for new capabilities• Voice Of Customer Analysiso Work with region/country CX ambassadors to identify opportunities for improvement and action plans based on customer insightso Track & monitor actions, measure impact of CX actions on key business indicatorso Support development of Voice of Customer survey outcome reports and provide updates to stakeholders as neededo Ensure adherence to global governance guidelines• Customer Journey Managemento Support definition of global framework in Customer Journey Management Platformo Facilitate/support transition from MIRO to the new Customer Journey Management Platform as global repository for Customer Journey Mapso Train/Onboard countries to the new Customer Journey Management Platformo Support/Facilitate Customer Journey ideation sessionso Ensure adherence to global governance guidelineso Cultivate and share best practices across the user base regarding the new Customer Journey Management Platform Skills and Experience:• Bachelor’s Degree in related field• 3 years of experience in Customer Experience (or other Customer Centric role), Voice of Customer or Customer Experience Design/Customer Journey Mapping• Experience with global or highly cross-functional teams that require influence to gain alignment• Analytical skills, excellent communication, and collaboration ability Preferred Qualifications (not required):• Strong MS Office Skills• Qualtrics XM experience• Knowledge of Agriculture business• Change Management Certification• TheyDo or other Customer Journey Management software experience
Envision, LLC is proud to be an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Meet Your Recruiter
Suzanne Williams Senior IT Recruiter
Senior IT Technical Recruiter with more than 15 years of IT Recruiting experience
St. Louis native
IT Focused Lifetime Career Agent - Passionate about understanding who you are and matching you to a better career opportunity