15 Feb
Sr. Research Program Manager
California, Costamesa , 92626 Costamesa USA

Vacancy expired!

Responsibilities:

  • Assess, modify and enhance the current VoC program, which includes sample design, questionnaire development and touchpoint mapping
  • Designs, develops and delivers a VoC program roadmap that focuses on business goals
  • Employs innovative approaches, making it easy for the voice of our customers to be heard, understood and acted upon, through creative thinking
  • Considers and shares industry trends around customer experience metrics and performance in order to educate stakeholders
  • Identifies and analyzes data from customers and consumers for the purpose of prioritizing CX opportunities
  • Ensures that quality survey and defined sample targets are achieved across all touch points
  • Runs new survey launches, analysis and related reporting
  • Serves as the subject-matter authority on customer surveys and feedback with in-depth knowledge of customers and their experiences
  • Identifies opportunities for improvement through analysis and gathers insights that will enable to deliver an exceptional customer experience
  • Supports strategic product prioritization and celebrates customer stories by aggregating and reporting product experience feedback from customers
  • Works closely with Product managers to refine research objectives, and executes on those objectives through various methodologies
  • Manages our online community of members, including recruitment and topic management. Will partner with the community manager to ensure topics and analyses are relevant and on track.
  • Strong storyteller - Presents findings and insights to all levels of the organization, including senior leaders and members of our C-suite, accommodating the needs of stakeholders to make results consumable

Vacancy expired!


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