Experience Insights Manager
Charlotte (Remote), NC, US
About Avaya
Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits.
Avaya contact center and communications solutions help power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create.
The richness of Avaya’s global team diversity is our greatest strength, and we are committed to being a workplace where authenticity and individuality are celebrated and different perspectives are embraced. Learn more at www.avaya.com.
About the Opportunity
As the Experience Insights Manager, you will be a key player in enhancing Avaya’s Customer Experience. You’ll partner with leaders to design, implement, and evolve customer feedback systems, transforming insights into actionable strategies. This role is pivotal in bridging the gap between customer insights and business improvements, driving meaningful changes across the organization.
Key Responsibilities:
- Customer Feedback Management: Oversee the design and evolution of customer listening posts, ensuring feedback is effectively collected and analyzed.
- Insights Analysis: Analyze customer feedback to identify trends, opportunities, and key drivers influencing customer satisfaction.
- Stakeholder Communication: Present insights and recommendations to stakeholders, helping them understand feedback and implement necessary changes.
- Process Improvement: Collaborate with the Transformation Management Office to drive continuous improvement initiatives based on customer insights.
- Closed Loop Process: Manage and refine the closed loop process, ensuring that customer follow-up is systematic and impactful.
About You
- Analytical & Detail-Oriented: You excel in both deep data analysis and strategic communication, comfortable with Excel and PowerPoint alike.
- Influencer & Communicator: You can distill complex topics into clear, actionable insights and communicate them effectively to all levels of management.
- Proactive & Adaptive: You’re always on the lookout for patterns and opportunities, and you can pivot strategies as needed to achieve the best outcomes.
- Experienced: You bring at least 10 years of experience in customer experience management, with proficiency in Microsoft Office; Qualtrics and Salesforce experience is a plus.
- Education & Certification: A bachelor’s degree is required; an MBA and certifications like CXPA CCXP, Medallia OCEM, or Lean Six Sigma Green Belt are highly desirable.
Compensation
The base salary range for this role is $140,000 - $190,500 + bonus.
Our Benefits Include
Well-Being We provide comprehensive health insurance plans that include medical, dental and vision for you and your family, in many countries. We also provide wellness and employee assistance programs. Recharge & Refuel: We work in a dynamic environment, and we recognize the need for you to take a break and recharge. We encourage employees to use our generous time-off policy on a regular basis. Continuous Learning Grow your skills with access to on-demand platforms and enhance your diversity lens by participating in a program that fully funds you for a cultural immersion in another country. Growth & Development: A feedback loop is important as you grow in your role and career. We schedule frequent check-ins with you and your leaders to help you identify your path to success. Giving Back We recognize Avayans for their time and effort spent impacting causes within their communities. And we host an annual, company-wide Month of Giving.
Equal Opportunities and Privacy Statement
Nearest Major Market: Charlotte