Job Ads - Customer Experience (GTM Strategy)

Head of Experience Strategy

WeWork

WeWork is renowned for delivering amazing in-person, spatial experiences. The opportunity exists to expand on this through the creation of the Experience Strategy team, responsible for bringing digital lifecycle experiences into parity with our spatial experience. Reporting to the SVP, Head of Central Growth, the Head of Experience Strategy will own the vision of end-to-end member experience, bringing together a range of core business functions to design and deliver a consistent user experience across the WeWork member lifecycle.

A newly-formed discipline within the Central Growth function, the Head of Experience Strategy will build a high-performing, cross-functional team that partners with: Sales, Marketing, Digital, Product, Analytics, Technology, Community and Creative to identify opportunities for experience optimization, revenue generation, and business challenge resolution. In addition to core internal teams, the Head of Experience Strategy will serve as a key liaison with external technology vendors, playing a key role in consultation and integration within cross-functional business programs.

The team will be the hub of strategy, insights, coordination and optimization, leading experience-based programs that connect sales, marketing, account management, technology, and community to the member. These programs will be designed to deliver 1:1 personalization at-scale.

The Head of Experience Strategy will bring deep expertise in designing high-performing experiences that leverage multiple data points, technology platforms and drive incremental business revenue. The ideal candidate will blend strategic thinking, project management, analytical sensibilities, and experience design, leading lead a diverse team of stakeholders in realizing the full promise of the WeWork experience.

Responsibilities:

Ownership of end-to-end WeWork customer experience; spanning acquisition, retention, growth and win-back
Lead design and delivery of WeWork’s cross-channel personalization strategy
Partner with data and technology teams to identify opportunities to optimize experience through driving personalization and scale across digital channels
Identify and drive scalable business programs leveraging existing resources and use technology to drive scale and efficiency
Synthesize customer data and insights to design strategies for optimized customer experiences
Play a key role in driving increases in desk sales and building occupancy through identifying opportunities for acquisition, growth and win-back

Requirements:

7-10 years in strategic consulting (in-house and agency preferred)
Interdisciplinary experience working across marketing, sales, technology and data
Experience attracting, building and leading high performing teams
Deep knowledge and expertise in customer experience, technology, and innovation
Ability to understand, organize and communicate complex information in an easily understandable format tailored to a variety of audiences
Highly collaborative and able to work across the leadership level, while having a deep understanding of technical execution requirements
High-energy, passionate, and proven track record of developing and implementing strategies.
Tech-savvy and up-to-date on all digital tools, platforms and resources
Strong track record in thriving in a hyper-growth environment

Customer Experience Product Owner

Blix Electric Bikes

Do you like crafting engaging customer experiences? Are you the kind of person who is always thinking about ways to improve the ways in which people interact with brands? Then we want YOU!

Buying an electric bike (ebike or e-bike) can be confusing. Buying an ebike online can be even more daunting. We want you to help us guide our customers through their journey with us smoothly and with a smile on their face the entire time.

As a Blix Customer Experience Product Manager, you will play a critical company role alongside our engineering, supply chain, and product design teams. We are looking for an exceptionally creative, imaginative, scrappy, and customer-focused Product Manager to help us create the best customer experience in the ecommerce world.

About Blix:

Blix was born out of a desire for healthier and more enjoyable everyday living. We believe an active life enhances well-being. We make beautifully designed and user-friendly electric bikes that break down the barriers to a healthier and more active lifestyle.

Today, we inspire thousands of people to replace short distance car trips with eBike trips or to just spend more time outdoors. For companies, we make commercial deliveries sustainable while lowering transportation cost and shortening the delivery time. For cities, we bring streets to life, increase accessibility, improve air quality, and help our homes become more liveable and enjoyable.

Everyone on our team needs to be entrepreneurial, wear many hats, and enjoy working in a highly collaborative, early stage company environment.

About the role:

CX PM Responsibilities

Design and implement an awesome experience for every step of our customer’s journey with us from awareness, learning, researching, shopping, ordering, receiving, assembling, riding, maintaining, and, yes, even potentially returning one of our products
Put yourself in the biking shoes of our various customers and look back at our company; help us build the processes, tools, experience that would amaze our customers
Build an experience that is smooth and supportive for our customers and community while being efficient for us to delivery
Help pick and configure systems and tools (we currently us Shopify, Shipstation, and Zendesk among others)
Help create phone scripts, scripted responses, and training for customer and technical support agents
Help create a state-of-the-art online help center and create or direct support articles, videos, and other customer self-help tools
Understand Blix’s strategic and competitive position and contribute to delivering world class products and experiences through data analysis, market research, and understanding our users
Help define and lead a shared customer experience vision as well as cross-functional projects with time-critical tasks across functional teams: engineers, product designers, marketers, order fulfillment, customer and technical support, and warehouse operations
Communicate roadmaps, priorities, experiments, and decisions across a wide spectrum of stakeholders from partner teams to executive levels
Keep up-to-date on the latest technological and competitive advances in the ebike industry and in customer experience delivery for ecommerce businesses

Required Qualifications:

3+ years of Product and/or Customer Success experience
3+ years of Project or Program Management experience
Experience working at an organization that puts a high value on customer experience
Familiarity with help center technologies and processes
Understands the basics of support operations and is willing to help lay strong foundations in process, policy, and systems leverage
Bachelors or higher degree

Required Characteristics/Traits:

Strong multi-tasking and project management skills
Highly detail and process oriented
Ability to make things happen
Ability to manage project ambiguity, complexity, and interdependencies in an organized and structured way
Strong metrics drive; comfortable defining and analyzing metrics that showcase the success of our customer experience efforts
Strong communication and intuition for customer experience strategy at every level – within teams, within the company, to users, to press, and other audiences

Our culture:

Working at Blix, you have the ability to change lives through the work you do. We believe in freedom and responsibility, meaning that you have the opportunity to manage your work your way, as long as you get the job done. Blix consists of a team of passionate and talented people who have the opportunity to be heard and ability to truly impact the company. Each member of the team is expected to challenge and to be challenged, solve complicated problems and contribute to improve lives. Blix is an Equal Opportunity Employer.

[Search terms: “customer journey” environmentally friendly ev ebike e-bike ebikes e-bikes mobility environment environmental crafting craft PMO CXO “Customer Success” )

Manager, Customer Experience

JFK International Air Terminal, LLC

Position Overview: The Manager, Customer Experience is essential to the success of JFKIAT’s customer experience strategy. This position will develop an accurate, consistent, and shared understanding of who our customers are, what they want, and how they perceive the interactions at Terminal 4. The Manager, Customer Experience plans, establishes and promotes the maintenance of a strong customer-focused service culture across all aspects of Terminal 4.

FLSA Status: Exempt

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Initiate and coordinate Customer Experience surveys for assigned determine trends, provide recommendations for improvement to reverse negative trends and recognize positive scores and behaviors.
Develop initiatives to address opportunities to improve the customers experience identified through customer journey mappings, inclusive of tangible metrics to measure success, and partner with business lines and project management teams to see through to delivery
Deploy and monitor metrics for personalization and work to continually improve customers’ experiences.
Holistic ownership of company- wide customer experience dashboard and all associated analytics.
Own Net Promoter Score (NPS) centric dashboard for measuring customer experience with airline partners; Leverage dashboard for identifying strengths and opportunities within the many areas of T4’s customer experience.
Develop and administer program to obtain an ongoing stream of customer feedback across all stake holders; Integrate customer feedback response analysis into NPS dashboard and uncover opportunities for product and service enhancements.
Create, own, and administer JFKIAT’s Complaint Management framework.
Oversee the training and orientation of JFKIAT’s customer experience program (T4 Is More).
Define and implement standards/procedures for ensuring optimal customer experience.
Liaise with the other departments to ensure delivery of high quality products and services.
Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience activities.
Attend seminars, workshops, and conferences to improve on existing job knowledge.
Interface with senior management as required.
Attend daily briefings and meetings as necessary.
Other duties as required and assigned by Vice President, Operations.

MINIMUM QUALIFICATIONS:

Education, Training, and Experience

Accomplished Customer Experience Manager with 3-5 years of experience in delivering best-in-class customer service
Bachelor’s degree required, MBA strongly preferred

Special Requirements

Must be able to pass a criminal background check and obtain and maintain federally mandated security clearances required to work at an airport
Valid Driver’s License required

KNOWLEDGE, SKILLS, ABILITIES, AND OTHER WORK REQUIREMENTS Knowledge

Considerable knowledge of:

Proficiency in Customer Relationship Management (CRM) concepts and platforms (Salesforce,Dynamics)
Microsoft office suite with marked proficiency using PowerPoint and Excel for presentations and metrics

Skills

Strong conceptual thinking skills with an ability to problem solve, recommend solutions and intuitively prioritize business issues
Exceptional communication skills, both written and verbal, with a proven ability to effectively partner with peers and senior management in driving change

Abilities

Comprehend Oral Information: Listen to and understand information and ideas presented through spoken words and sentences
Speak : Communicate information and ideas in speaking so others will understand
Comprehend Written Information: Read and understand information and ideas presented in writing
Write: Communicate information and ideas in writing so others will understand
Recognize Problems: Tell when something is wrong or is likely to go wrong
Reason To Solve Problems: Apply general rules to specific problems to produce answers that make sense
Make Sense Of Information: Quickly make sense of, combine, and organize information into meaningful patterns

Other work requirements

Initiative: Demonstrate willingness to take on job challenges
Leadership: Demonstrate willingness to lead, take charge, and offer opinions and direction
Adaptability/Flexibility: Be open to change (positive or negative) and to considerable variety in the workplace
Dependability: Demonstrate reliability, responsibility, and dependability and fulfill obligations
Attention To Detail: Pay careful attention to detail and other thoroughness in completing work tasks

Education:

Bachelor’s

Research Manager – Customer Experience

Ipsos North America

We are Ipsos

We help some of the biggest companies solve their biggest problems. We dominate the market research world. We are everywhere: in 88 countries and counting. Our clients make the products you use every day, probably including the browser that led you to this posting and the beverage that is sitting next to you. Pick a sector and we are there, on the ground helping our clients make the most of their advertising in technology, media, consumer goods, automotive, you name it. We help build stronger brands and are behind the reason you (and we) buy them. We pat ourselves on the back anytime there is an uptick in the economy.

Position Summary

The Research Manager (internally known as Account Manager) will be an integral part of the Customer Experience team in the New York City or New Jersey (Parsippany) office. The successful candidate will hold considerable responsibilities and play a significant role in the maintenance and growth of long term client relationships. The Account Manager will report to the Director of the team and will be responsible for the management and analysis of research projects across a broad array of categories and industries.

Key Responsibilities

Manage and coordinate all aspects of the research process from questionnaire writing and research design, analysis and interpretation of results through to preparation of reports
Liaising on a regular basis with all key internal operations groups (data collection, data processing and results reporting) to ensure that reliable results are delivered to client in a timely, cost-efficient manner
Build and maintain relationships with key clients by responding to queries and providing updates per client requests
Coordinate and manage data entry of project costs into our internal costing program based on research target specifications
Maintains project budget and works with team to ensure all aspects of the study continue to operate smoothly; responsible for quality assurance throughout the life-cycle

Ideal Candidate has the Following Skills & Experience

Completed Bachelor’s Degree in related field, master’s level education an asset3-5 years of market research experience; customer experience research an assetAdvanced proficiency with MS Office Suite; specifically, MS Excel and MS PowerPointSuperior organizational skills, unflagging attention to detail & demonstrated commitment to the accuracy and completeness of information
Data savvy with a strong attention to detail and accuracy
Basic knowledge of SPSS and/or other quantitative reporting tools
Prior experience using Voice of The Customer (VoC) tech platforms (Qualtrics, Medallia, InMoment)Ability to manage multiple projects simultaneously while maintaining a strong client service orientation
Ability to manage complex, multi-faceted project budgets and to create, manage, and commit to a project plan, schedule and budget
Highly motivated, self-directed & possess a driven personality capable of working within tight deadlines
Thrives within a team environment
Excellent written & verbal communication skills with well-developed interpersonal and presentation skills

VP Product, Customer Experience

Forrester

Fuel your intellectual curiosity and professional growth. Forrester is an idea company, where smart, motivated, curious people bring a diversity of opinions and the courage of their convictions to collaborate on ideas that change the course of business. Most of all, bring a point of view; here, every voice has value. At Forrester, you’ll work with innovative clients at emerging and established brands; these are the business and technology leaders we inspire and who inspire us. The Forrester experience is built on a singular, powerful purpose: to challenge thinking and lead change.

About This Role:

Forrester’s analytic products help our clients understand and predict the needs of their increasingly digital customers through the synthesis of data, insights, and expertise. Solutions are organized around the full customer life cycle (acquisition, retention, and enrichment) with a focus on the buyer’s journey and customer experience. Our customer experience (CX) analytic products, based on proprietary algorithms, score the customer experience of nearly 600 brands around the globe and identify the drivers that impact revenue.

The VP Product, Customer Experience will be responsible for executing on the development and rapid growth of Forrester’s CX products and solutions. He/she will lead the buildout of a new, analytics-based platform that helps companies drive growth through a real-time understanding of their customer experience journey. The ideal candidate will be a dynamic business leader who can grow this critical Forrester business and has experience with translating data into actionable insights that link to clients’ business initiatives. The position reports to the head of Forrester’s analytics business line.

Responsibilities

Build and execute on Forrester’s real-time CX platform strategy and analytic capabilities through a deep understanding of the market opportunity and client needs.
Deliver on aggressive business metrics for the products including revenue and growth expectations; prior P&L responsibility is desired.
Experience developing and building data and analytics-based SaaS platforms and services is required.
Work closely with external partners, other product leaders, tech management, and sales to ensure that new products deliver against client needs and align with Forrester’s solution portfolio.
Define, develop, and maintain product and capability roadmaps.
Drive new product launches and go-to-market planning.
Bring a client-centric, future-oriented, and commercial mindset to improved customer experience and business/financial results.
Effectively communicate with company senior management to define strategy, work plans, and results of new product initiative.

Qualifications

Five to 10 years of product management and team management experience, particularly in “digitizing” product delivery
Experience in managing a P&L for data and analytics-based products and services
A background in new product development and leadership, preferably in innovative technology-based organizations
CX product/industry/technical acumen a plus
Proven commercial success providing strong financial performance and product growth
Proven execution and project management skills delivering software-based products
Experience in advanced analytics, cloud technologies, business intelligence, and natural language processing (NLP)
B.A. or B.S. required; MBA or M.S. preferred

Forrester Research, Inc. is an Equal Opportunity/Affirmative Action Employer that is committed to equal employment opportunity for all qualified individuals without regard to race, color, religion, national origin, ancestry, sex, age, disability, sexual orientation, gender identity and expression, marital status, genetic information, military service, veteran status, or any other status protected by applicable law. Minorities, Women, Individuals with Disabilities, and Veterans are especially encouraged to apply.