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Job Opportunity: Customer Experience Leader

 
Date   Nov 30
 
Listing No.   IE270325
 
Sector   Customer Sales, Service, Support & Success
 
Region   Center
 
City/Yishuv   Raanana
 
 
Customer Experience Leader
 
We are looking for a passionate leader to lead a team to help drive success through our entire portfolio of solutions and user experiences. With our fast-paced culture, you will gather, analyze, and drive insights out of customer feedback, and then work with the many various business units to act upon that feedback. You will jump in and get your hands dirty into accounts that need performance-boosting, provide performance insights, and participate in strategic discussions to elevate Customer Experience and meet the ever-increasing expectations.?

The ideal candidate is an experienced Customer Experience Leader with hands-on implementation of NPS methodology and practice of driving a corporate-wide agenda.

You are is a self-starter, experienced team leader, continuously looking to innovate flawless communicators, with the ability to work closely with stakeholders and senior leadership to humanize and refine the customer experience program.

Responsibilities

Lead the Customer Experience measurement, analysis, and improvement plans
Lead the annual Customer Experience analysis process and presentation to the Company Executive Leadership Team and
Define and communicate annual KPIs and NPS targets
Harness key stakeholders across business operations, product management, delivery, and support organizations to operationalize customer experience improvements
Leverage cross-functional knowledge as an advocate for the customer to help shape the customer journey and continuous improvements.
Coach and on-board customer-facing employees and managers regarding methodologies, practices, templates, and delivery of Customer Experience tools and feedback execution
Lead a direct team of Customer Experience Analysts and Voice of the Customer Specialists
Deliver tools and training to business units on how to view and act upon customer feedback

Qualifications

5+ years leading companywide customer-focused program
Exceptional interpersonal skills
Superb analytical skills
Proven track record in managing cross-functional teams focused on Customer Experience
Advanced communication skills and articulated presentations skills
Native English speaker – must
Degree in Business, Industrial Engineering, Statistics or similar
Novice marketing/research experience
Experience with Company products – an advantage
 
 
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