Director, Voice of the Customer

Job Title:

Director, Voice of the Customer

Job Category:

Department/Group:

Position Type:

Location:

San Juan, Puerto Rico

Reports to:

Job Description

Summary

This Director owns the Voice of the Customer Program and ensures participation at all throughout the organization. This position leads four primary sub-teams; Quality Assurance, evaluate/score customer experience performance, work with managers and training to share areas for coaching/mentoring, and develop programs to measure and improve customer satisfaction (CSAT) scores; Process Improvement – review, processes and identify opportunities for improvement; drive projects to implement new process changes as needed; Customer Self Service Programs – deliver new self-service capabilities through web, mobile-app, IVR, and other channels; Training – delivering customer experience-related training for the CX department and across the organization.

Job Description

• Use strong analytical, business process, and problem-solving skills tocollect and consolidate data from multiple sources throughout the customer lifecycle and at critical touchpointsincluding from customer surveys, focus groups, speech analytics, text analytics, employee surveys, etc.

• Reviewing reports with leadership on a regular basis and ensuring that this information is shared with employees to ensure an understanding of the impact their roles and actions have on CSAT and the company financials.

• ObtainCSAT and customer experienceinformation from various stakeholders and functional groups,from front line staff to seniorleaderstosupport the identification of areas of improvement then utilize data analytics to support recommended actions.

• Document and share customer studies that consist of both qualitative and quantitative research steps Determine how the customer experience is impacting revenue and causing cost damage then createimprovement opportunties while constantly looking for opportunities to imporve the business.

• Facilitate continuous improvement across both internal and externalcontactcenters, as well asBilling Services and Regional Offices.

• Create journey maps totell the customer experience story and identifypain points and improvement opportunities.

• Providerecommendations on how to improve the customer experience and performance metrics along with reducing costs Provide,at a minimum,one case studyeach monthto the SeniorLeadership Team to review including,ifpossible,employee examples, call recordings, and video interviews.

• Proficiency in Microsoft Office Applications (Word, Excel, Outlook, PowerPoint)

• Strongverbal and writtencommunication skillswith the abilityto provide information in a clear, concise, and timely manner.

• Strong facilitation skills to guidecross functional teams to a desiredresult.

• Strong organizational skillsand self-motivatedto work independently in a complex and dynamic environment.

• Follow all policies and procedures.

• Perform other duties as assigned.

• Perform major storm restoration work and associated drills as assigned.

Additional Job Description

Education and Experience

• Bachelor’s Degree in business administration or related area. Advance degree is preferred. 10 yearsof experience in customerexperienceas a leader, trainer, or similar position as a leader, trainer, or similar position11 years is preferred.

• Experience in leading a successful Voice of the Customer Program.

• General knowledge of electric utility business processes and the IT systems that support them Project management experience (planning, executing, controlling, closing) as wellas managing multiple initiatives of various scope and size.

• Experience businessanalysis andwithdocumentationofprojects includingproblem definition,requirements definition,business process modeling, reporting, data analytics, business cases, and actionable recommendations.

• Experience in data analysis and surveys.

• Communications and presentation experience to senior leaders.

• Quality, data analyticsand process improvementexperience.

• Training and experience applying quality improvement methodologies (LEAN, Six Sigma) is preferred.