Manager, Customer Experience Insights

Job Description:

About Our Organization:

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the world's largest news-gathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Barron's, MarketWatch, Mansion Global, Financial News, Investor's Business Daily, Factiva, Dow Jones Risk & Compliance, Dow Jones Newswires, OPIS and Chemical Market Analytics. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV).

About the Role

The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people.

Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands, including, The Wall Street Journal, Barron's, MarketWatch, Investor's Business Daily, Dow Jones Factiva, and Dow Jones Risk & Compliance. You will find that we are a collaborative group focused on delivering excellence during every customer interaction. You will be based in our Princeton, NJ office reporting to the Director of Customer Experience Analytics.

You Will:

Contact Center Performance Reporting:

• Provide stakeholders around Customer Service with the timely and accurate performance reporting they need - KPI, agent performance, self-service metrics.
• Proactively utilize Customer Service performance reporting to provide insight - identifying trends, calling attention to issues, and making recommendations for improvement.
• Work collaboratively on data needs with cross-functional groups, including Analytics, Finance, Marketing, Produce and Technology.
• Leverage the team to partner with the Customer Support Operations team for continuous improvement of our self-service and internal tools. Use data to identify pain points, recommend potential solutions, then measure the effectiveness of those changes after implementation by those teams.

Voice of the Customer

• Leverage the team to deliver pertinent and timely voice of the customer feedback to various stakeholders around the organization, to speak for the customer to drive changes to product and policy.
• Leverage a multitude of data points to weave compelling customer experience narratives in order to bring Product, Marketing and Technology teams closer to the customer.
• Uncover ways to widen the usage of VOC and amplify the voice of the customer.

Team and Workload Management

• Effectively manage the staff, drive performance, develop skills, expand responsibilities in line with the ability of the individual team members.
• Champion a culture of excellence, collaboration, impact and trust.
• Continually evaluate our existing suite of published reports to determine what is being used, what should be revamped, what frequency is correct, etc. Lead the team in implementing any changes.
• Continually review existing workload to identify areas of opportunity for automating or reducing manual labor involved with creating our current suite of reports.
• Represent the Customer Experience Insights team in requirements gathering of reporting needs for large-scale products. Delegate and lead the team to do this themselves for smaller-scale projects.
• Work to improve the team's skills and abilities in the areas of data visualization and any associated tools.

You Have:

• Excellent communication skills (oral, written and listening).
• Strong people-management skills - ability to coach people to improve performance and to hold accountability.
• Ability to understand, organize and present complex information in an easily understandable format tailored to a variety of audiences.
• Ability to synthesize data into actionable strategies and tell the story
• Ability and willingness to make strategy recommendations and communicate them effectively to stakeholders at all levels.
• Experience working independently and with a team.
• Experience working with cross-functional teams to drive strategies and build relationships.
• Knowledge and interest in customer experience, technology, and innovation.
• Experience performing quantitative analysis across a variety of internal and external analytic tools..
• Strong decision making and problem solving skills.
• Experience handling multiple projects simultaneously with competing resources and dea