IT Customer Experience Analyst (Schaumburg, IL Hybrid)

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Description:
Our IT organization has a critical role in driving extraordinary business results. Through a strong partnership with other areas of our business, we bring innovative thinking to every conversation and deliver with integrity. We’re looking for people who bring great ideas and who make our partners’ ideas better. Intellectually curious advisors (not order takers) who focus on outcomes to creatively solve business problems. People who not only embrace change, but who accelerate it.

As part of the Customer Experience team within IT, we take pride in leading with a customer centric mindset and building the customer first mindset within the teams. The CX team is responsible for 3 major functions - Voice of the customer (VOC), UX research and design and driving digital adoption

Job Description

The digital adoption function, where this role belongs, is responsible for ensuring users are constantly communicated and trained so they can use digital instead of calling customer support for help. 

Responsibilities: 

As the Digital adoption lead, you will be responsible for

• Leading the ‘Go Digital’ campaign: It aims at driving digital adoption across our customer base. This includes tracking and ensuring progress on the action plan to onboard and educate users working closely with the various teams across MSI.

  • Get alignment on ownership of actions by those teams, ETA for completion and KPIs to measure success

  • Ensure timely delivery of actions owned by the teams, raise risks as they arise and measure success of the actions taken

  • Reporting progress in monthly leadership forum and point out commitments that are behind plan 

  • Use case data as the north star to drive digital adoption in the areas where there are maximum support tickets for things users can self serve. Get top support requestors with no digital accounts onboarded 

  • Keep track of new ideas that keep coming in this ever evolving space and add it to the action backlog 

• Support Case Reduction: Every call coming into MSI for support is tracked as a case. Your goal as the digital adoption lead is to 

  • look for themes and partners in this case data working alongside a data analyst

  • provide insights and recommendations on what steps need to be taken to reduce future cases from coming around those themes. 

  • Hand off analysis to teams to root cause and take action on the trends

  • Host monthly meetings and hold people accountable, build a culture around case reduction 

  • Keep an accounting of what we have done, what we are forecasting. If we aren’t achieving the desired results, get into the details of why.

• Supporting change management along with business leads and CX team

  • Ensuring timely release notes are published

  • Trainings and webinars are organized for internal and external users as needed