Customer Experience Operations

Job Description:

This position is responsible for contributing to the formulation of the strategy to know our customers, uncovering the moments that matter, and capturing customer experience (CX) feedback.  The development and testing of concepts and programs that are integral to both customer and employee satisfaction. 

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

Know our Customers

• Play a pivotal role in mapping out customer journeys and customer personas.  Work with business leaders across the organization to report out findings on the journey and personas that are most relevant and impactful to them and link to their OKRs.  
• Work with leaders in the Customer Success organization to create and maintain a robust database of customer data.

Capture Customer Experience Feedback

• Create new survey programs (for both digital and human interactions) that align to business partners’ learning objectives and align to best practices in CX research methodology, sampling, design, and collection.
• Design survey programs utilizing a customer-centric mindset and commitment to identifying opportunities to continually improve the end-to-end customer experience.
• Develop customer listening programs that run continuously throughout the year.  
• Capture qualitative data to provide color and meaning to our quantitative data.
• Establish an always-on listening portal through the customer Community. 
• Create strategy around feedback opportunities at customer events and conferences. 
• Ongoing strategic review of existing experience feedback intake programs across the firm, with an eye towards optimization and continuous improvement.
• Consolidate the capturing of customer feedback to one system of truth; rewriting and technical reprogramming surveys when and where needed.
• Work with product owners across the organization to develop a strategy around telemetry.  Ensure that we have an automated way to collect, transmit, and measure product activity data across all Vertex products. 
• Uncover, and connect financial, behavioral and operational data to customer experience data to tell impactful stories and produce meaningful insights.    
• Work with the data and insights teams to develop meaningful and impactful presentations for our business leaders. 

Technical Programming

• Configuration and technical execution of multiple survey launches each year, via Gainsight technology. 
• Ongoing tracking and management of user and technical requirements documentation. 
• Management of User Acceptance Testing (UAT) processes, to prepare the organization for the launch of survey programs. 

Survey Monitoring

• Post launch monitoring of survey launches to ensure survey programs as running as designed.
• Monitor existing survey programs to ensure they align with benchmarks for response rates, abandonment rates, quarantine rules, and sampling.
• Work with business partners to ensure development and implementation of roust communication plans.
• Maintain survey inventory & key metrics inventories for existing programs.
• Work directly with analysts to ensure our survey programs are yielding impactful data.   Adjust and optimize programs when necessary. 

Customer Delight Initiatives

• Contribute to the strategic thought leadership for customer delight concepts and perform analysis on efficacy. 

Employee Delight Initiatives

• Contribute to the strategic thought leadership for employee delight concepts and perform analysis on efficacy. 

SUPERVISORY RESPONSIBILITIES:

N/A at this time

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to thrive in a dynamically changing work environment.
• Ability to work effectively both independently and as part of a team.
• Ability to develop lasting partnerships with internal and external business partners and customers.
• Strong project management skills, attention to detail, and organization.
• Intellectual curiosity and the desire to build new skillsets. 
• Confident communication skills and inclination to build collaborative working relationships with executives across the firm.
• Action orientation, willingness to take the initiative, and a desire to roll-up sleeves and dig into the depths of the business.
• A commitment to constant self-improvement and a willingness to be coached.
• Grace under pressure and a positive attitude.
• Contribute to a positive team culture that values high performance, transparency, and work-life integration. 

EDUCATION AND TRAINING:

• Bachelor’s Degree in a related field.
• 10 or more years’ experience in custo