CX Operations Representative Senior

We use technology to solve problems in spaces, light, and more things to come… for our customers, our communities, and our planet. 
 
Acuity Brands, Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light, and more things to come. Through our two business segments, Acuity Brands Lighting and Lighting Controls (ABL) and the Intelligent Spaces Group (ISG), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.  
 
We are positioned at the intersection of sustainability and technology. Our businesses develop technology that helps save our customers energy and reduce their carbon emissions. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and location-aware applications. 

Job Summary

Effective process and operations management is essential to support the overall business strategy and structure. As we continue to transform our Customer Experience (“CX”) model, the CX team is looking for a CX Operations Representative Senior to play an important supporting role. This CX & Engagement (CXE) team focuses on overall CX department operations, metrics and surveys, and process and policy improvements that directly impact the customer experience, including, but not limited to: CX satisfaction measurements, CX operating reviews, returns, warranties, service and product quality, and operational productivity.

Partner with our ABL partners and broader CX leadership teams to drive long-term success and goal realization of strategic initiatives and projects through operational processes, policy effectiveness, key performance indicators, and customer satisfaction measurements. You will help identify, document, rank, prioritize, and execute on the improvement opportunities that will most positively impact our customers’ experience. Serve as ABL’s voice of operational processes to its internal and external users and advocate for these users internally; directly influencing and driving process, policy, and customer satisfaction improvements. Proactively communicate, develop, and train subject matter experts as part of the process improvement roll out process. You are the voice of ABL service effectiveness and will ensure that our CX teams are acutely aware of where we are succeeding, where we’re coming up short, and what we’re doing to improve. 

Key Tasks & Responsibilities (Essential Functions)

Projects, Process Improvements & Analysis

• Process and policy. Use your expert-level company and market knowledge to begin going deep and wide in understanding the processes and policies that directly impact our customers. With little to no guidance, determine if we should start fresh, retrofit, or maintain said processes. 
• As our transformation gets underway, question and propose policies and procedures to enable seamless, successful, and effective alignment within CX and across ABL.
• You and our broader CX teams will drive each other to be better. Lead your project teams and partners in the creation a feedback mechanism that will enable ongoing connectivity and ability to identify process, system, or policy alignment improvement opportunities. 
• Partner with any of our ABL teams (CX, Product, Supply Chain, Compliance, Sales, Marketing, etc.) as needed to propose and lead solutions that drive enhanced connectivity, service level agreements, and accountability to improve our policy alignment, operational flow, cost, and resolution cycle time where possible. 
• Keep current on various business processes, operations, policies, and systems. Work together to ensure the intent of commercial policies properly aligns with process and systems to service our customers accurately and effectively.

Team & Department Operations

• KPIs and monthly operating results. Your analysis and interpretation of the CX KPIs will guarantee that our CX and ABL leadership teams are aware of and prioritize customer experience activities. Ensure your CX Management and Operations partners to pull, monitor, interpret and present key performance indicators to identify what is working and where there could be opportunities for improvement. Be solution-focused and driven. 
• You will use, and begin to coach others on how to use, a data driven approach to validate potential problems, measure effectiveness of