Customer Experience and Relationship Lead

Company Description

About Sibylline

Sibylline is a leading intelligence and strategic risk consultancy in the security sector. Since 2010 we have supported businesses, governments and NGOs through the provision of high-quality risk analysis, due diligence and consultancy services. The firm provides an innovative, entrepreneurial and fast-growing working environment, offering employees ever greater exposure to high profile clients and challenges. Sibylline offers fantastic opportunities for career progression within a successful company, and we aim to help our employees to build their own personal profiles as well-regarded analysts within the broader industry.

Key attributes of Sibylline employees are:

• Self-motivated, and auto-improving individuals who can couple initiative and boldness with good judgement
• Excellent written and spoken English
• Clarity of thought and analytical flair
• Strong, demonstrable interest in security and intelligence
• The ability to work under pressure, demonstrate leadership when required but also be able to collaborate effectively in teams
• Excellent attention to detail

​Our Benefits include:

• Medical/Dental/Vision
• Long Term/Short Term Disability
• Basic Life and AD&D Insurance
• 401(k) up to 5% matching
• PTO: 10 days accrued per year and 4 personal days each year
• Sick: 5 sick days front loaded every year
• Salary: 90-110k 

Job Description

About the Role

Sibylline is hiring a Customer Experience and Relationship Lead to work under our Products and Analysis Manager within our client’s Insights and Global Initiatives (IGI) vertical. The individual will be responsible for ensuring a positive internal customer experience for stakeholders and partners of the organization's corporate physical security Global Security Operations Center (GSOC).  

This virtual role will be based anywhere in the US and will require close collaboration with the rest of the Products and Analysis team, along with the other teams under the IGI vertical—the Business Intelligence and Data Analytics team, the Global Initiatives team, and the Reporting Initiatives team. We are looking for someone who is enthusiastic about optimizing our customer experience through inventive thinking, data-backed strategic initiatives, and exceptional interpersonal skills. This is an exciting opportunity to contribute to a customer experience strategy for a relatively new team from the ground-up. 

Duties and Responsibilities 

Relationship Management 

• Act as the voice of the Products and Analysis team by overseeing customer outreach and feedback. Support outreach and feedback for other IGI teams as needed. 
• Cultivate new relationships with stakeholders and partners of the GSOC to support current and future projects. 
• Foster existing customer relationships by practicing a strong sense of communication and adaptability. 
• Create customer engagement plans to foster strong relationships and increase customer satisfaction. 
• Ensure that team interactions with internal customers follow established standards and procedures. 
• Partner with cross-functional teams to ensure seamless integration of products into customer support processes. 
• Create and maintain customer-facing products and resources. 

Strategic Insights and Analysis  

• Design and implement customer experience research projects related to protective services and physical security fields. 
• Engage in customer journey mapping to identify opportunities for new GSOC products and services. 
• Carry out quantitative and qualitative methods—such as survey, focus groups, text analytics, journey/empathy maps, and in-depth interviews—to gather and analyze data on GSOC products and services. 
• Use customer experience metrics, measurements, and KPIs related to customer satisfaction, retention and loyalty, response and resolution. 

Knowledge Management  

• Review and organize incoming project requests; distribute project documents to Products and Analysis team members. 
• Build a Customer Relationship Management (CRM) system. 
• Work with other Products and Analysis team members to create, organize, and distribute project reports. 

Qualifications

Skills, Experience and Qualifications

Minimum

• Bachelor’s degree in Business Administration, Marketing, Data Analytics, Strategic Communications, Political Science, or a related field. 
• At least three years of experience in customer experience, relationship management, communications, research, or business strategy consulting. 
• Proven experience with identifying customer needs and informing str