Hi! Posting here to spread the word and find a passionate CX professional to join my team.
Here's an introduction to the job description:
(If you want to see the full description, go here: https://phf.tbe.taleo.net/phf03/ats/careers/requisition.jsp?org=NAUTILUSINC&cws=1&rid=2386 )
ABOUT THE ROLE
We are recruiting for a Consumer Experience Manager to join our Consumer Insights team. The ideal candidate is exceptional at researching CX across touchpoints, developing insights from that information and inspiring positive change across the organization, all with the goal of creating brand experiences that promote life-long relationships with our customers by helping them succeed in their fitness journey.
WHAT YOU’LL DO
- In this role you will act as the consumer champion and influence organizational culture to listen and to act on customer feedback be tracking, investigating and developing a deep understanding of our consumers fitness journey. You will be involved in identifying key aspects of our consumer’s experience that drive value, loyalty and most importantly, our consumer’s feeling that they are successful in their fitness journey. This role will collaborate with teams from Marketing, Product Development, Customer Care and Finance to improve experiences across all touchpoints. You will conduct research, get to know our customers, distill observations into insights and share them company-wide in an effort to focus our efforts on the most important opportunities and inspire the design of better experiences. Regularly review metrics at all levels and keep a running list of CX improvements.
Organizational Adoption and Accountability : align business goals with customer-focused culture; maintain list of CX improvements; work across departments to improve CX; regularly review metrics and feedback at all levels; serve as VOC stakeholder in projects and serve as the customer advocate;
VOC, Customer Insight and Understanding: design and implement VOC programs; drive quantitative and qualitative analysis of customer feedback, journeys, pain points; identify and map customer touch points; implement process for reacting to customer feedback
Experience Design, Improvement and Innovation: use customer insights to define and prioritize opportunities for improvements; use journey mapping to improve relevant moments of truth; assess and track experience gaps across touch points; guide teams to proactively find CX opportunities
Metrics, Measurement and ROI: identify key CX metrics to track experience quality, satisfaction and loyalty; develop infrastructure and mechanisms to capture CX data; analyze and interpret results to derive CX insights and performance trends; report results and recommend actions to improve
Customer Experience Strategy: build relationships with business partners; define a CX strategy; develop experience principles and specific employee behaviors and interactions that reflect brand values; communicate and engage employees at all levels; own partnerships with senior level management, represent the CX; prepare communications and provide status for key projects & metrics;
If you'd like to learn more and apply, here is the link to the full posting:
https://phf.tbe.taleo.net/phf03/ats/careers/requisition.jsp?org=NAUTILUSINC&cws=1&rid=2386