Customer Experience Insights Manager

Date:  Feb 21, 2024
Location: 

Irmo, SC, US

Requisition ID:  36204

About Avaya

Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering #Experiences that Matter.

Avaya is a global leader in digital communications products, solutions, and services for businesses of all sizes delivering most of its technology through software and services. We enable organizations around the globe to succeed by creating intelligent communications experiences for our clients, their employees, and their customers. Every minute of every day, we power positive and productive interactions that drive customer loyalty, team collaboration and business success.

We’re focused on Innovation without Disruption, removing barriers, and placing our customers best interests at the forefront of everything we do. The world is evolving in technologically exciting ways, and we strive to lead revolutions in how businesses leverage the cloud, artificial intelligence, automation, and mobility.

We aren’t just focused on customer experience, we also prioritize the employee experience, and we work hard to engage and empower our people throughout their career with us. We’re seeking the best diverse talent to shape and transform how the world connects. Find out more at Careers at Avaya.

ABOUT THE OPPORTUNITY

The VOC Insights Manager is part of a team that directly leads and influences leaders in other departments to positively impact the overall Avaya Customer Experience.  We partner with leaders to plan and execute customer data collection, insights analysis, continuous improvement, and experience design and governance. 


This leader helps to design and maintain relationship management listening posts. They are responsible for the development and implementation of the survey communications plan to help facilitate education and adoption of CX concepts.  This person leads the analysis, synthesis, and communication of customer/employee feedback and actionable insights.
The ideal candidate is adaptable.  You are analytical, detail oriented, and creative.  You are comfortable rolling up your sleeves to accomplish a tactical action while simultaneously considering and communicating its strategic implications.  You will partner with business leaders to acts and improve the business, and ultimately compile stories that illustrate the impact.

This position operates within the broader Transformation Management Office. While the scope of this role is primarily to gather feedback and communicate business insights to change agents within the TMO, this role is also expected to partner closely with TMO resources to facilitate systematic changes that improve the business and subsequent customer experiences.

 

  • Monitor, trend, & report VOC changes over time
  • ID VOC drivers that influence NPS by various segmentation dimensions
  • Lead financial linkage & retention analysis
  • Communicate findings w/stakeholders
  • Partner w/Transformation Management Office (TMO) to ID & drive improvement opportunities
  • Define operational business rules for effective and sustainable closed loop process
  • Train, educate, & monitor teams on closed loop process adherence
  • Day-to-day activities
  • Deliver analysis to executive leadership and functional department heads: 
  • Leverage VOC system reporting to identify tactical and strategic opportunities, communicate analytical insight and recommended actions.
  • Assist dept heads in comprehending survey responses. ID and trend key failure points & root causes
  • Be a catalyst for change
  • Partner with dept. heads, TMO, & continuous improvement teams to deep dive into results, and ID/prioritize opportunities
  • Participate in Customer Journey Mapping, Kaizen workshops etc.
  • Manage closed loop process
  • Define and communicate programmatic business operating model for closing the loop with customers
  • Directly manage customer follow up where necessary - Project manage customer follow up activity performed by process stakeholders
  • Ensure that business operating model is adhered to and constructively re-educate/retrain to enforce is adherence
  • Report operating model performance and results of follow up activities to internal stakeholders & executive leadership

ABOUT YOU

  • Outstanding communication skills with the ability to summarize trends/issues to executive management and similarly prioritizing granular components of the program with operational contacts 
  • The ability to execute/prioritize multiple cross-functional initiatives in accelerated time frames
  • Working knowledge of and willingness to keep abreast of sales and service organizational structures 
  • A bachelor’s degree is a minimum requirement for this position 
  • 7-10 years of experience in Sales/Sales Support capacity or market research.
  • Expert-level proficiency in all Microsoft Office applications 
  • Qualtrics and Salesforce experience a plus
  • Ability to translate business needs into detailed data requirements. Run reports, ad hoc inquiries and create dashboards for stakeholders/senior management
  • Concisely communicate findings to functional teams and identify early warning signals, risks and opportunities from gathered insights
     

COMPENSATION

The pay range for this opportunity is from $133,300 to $179,950 + performance-related bonus + benefits

This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive an annual bonus that aligns with individual and company performance. Actual salaries will vary and are based on factors such as a candidate’s qualifications, skills, competencies, and location.

Experience

7 - 10 Years of Experience

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Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf). #LI-LD1


Nearest Major Market: Columbia
Nearest Secondary Market: South Carolina