Customer Experience Lead

Job description

Customer Experience Lead Description -: Job Summary: - This role is responsible for leading definition of customer experience requirements across multiple product categories and businesses. The role leads and tailors voice of customer programs, aligns, and influences strategic plans, and provides thought leadership on design methodologies for enhanced customer experiences. Additionally, the role drives retention programs, contributes innovative ideas, acts as a functional manager, and mentors lower-level employees to achieve operational and strategic goals. Responsibilities: - Leads definition of customer experience requirements across customer touchpoints typically for multiple product or solution category across several businesses. - Drives and monitors the design and management of voice of customers programs, including surveys, interviews, and feedback mechanisms to capture valuable insights from customers. - Applies and tailors customer experience design methods to lead complex cross-functional, cross-business, and cross- partner customer experiences. - Aligns, leads, and influences strategic plans and investments across multiple organizations to design and deliver differentiat...