Job details
Job type full-time
Full job description
Remarkable teamRemarkable serviceRemarkable growth.
What will you be doing?
Reporting to the director customer experience & planning, the manager customer insights and analysis will provide support for a full range of customer experience activities within the organization to support the achievement of business objectives and goalsThe successful candidate will be a proactive, progressive professional and will act as an internal customer experience consultant in engaging firma to improve the customer experience.
More specifically your duties will include:
Assures the organization integrates the voice of the customer (voc) as part of all design activities.
Leads the design of qualitative and quantitative voc research.
Create and manage customer retention programs in collaboration with sales and marketing.
Identify and translate business questions into customer and competitor research design.
Analyze data from multiple data sources (solicited and non-solicited) with high accuracy, to uncover findings with business impact.
Mine data to identify and synthesize patterns, trends, and relationships.
Summarize key findings into compelling data stories and deliverables.
Assists in the creation of a framework and customer/user journey maps to help structure efforts consistently across disciplines within the organization.
Leads efforts to affect internal cultural mindset change that enables delivery of better experiences to external customers.
Organizing project teams, assigning individual responsibilities, developing project schedules, and determining resource requirements.
Track, analyze and communicate key metrics, and business/product information to continuously bring value to the customers and further develop the relationship.
Facilitate cross-functional team discussions, including well-developed negotiation skills and providing direction while not having direct authority.
Create or co-create visuals to help bring the objective from concept (or ideation) to reality, for stronger engagement and understanding.
Conduct competitive research to recommend improved processes.
Manager one direct report.
Other duties as assigned.
What do you bring?
Post-secondary education in business or a related discipline.
A minimum of 5 years of progressive experience in management consulting, market research, data analytics, or customer insights.
Experience in leading cross-departmental project teams.
Experience in business process mapping and re-engineering to streamline processes, enhancing customer satisfaction, driving revenue, and/or reducing cost.
Understands and can teach customer experience methods and tools (e.gNps, ces, journey mapping).
Proven track record driving positive change in a complex environment.
Experience in creating, deploying, and analyzing customer surveys.
Bonus points for:
Experience in managing direct reports.
Certified customer experience professional.
What we offer:
A competitive salary that’s benchmarked to mercer salary data.
For commissioned roles, an uncapped commission structure
Participation corporate incentive program based on 15%+ of annual salary.
Paid vacation time plus 5 personal days.
One half-friday off per month.
Health and dental benefits and an eap program focused on your mental health (headversity)
Company paid professional development plus access to linkedin learning.
Employee recognition system – movie tickets, household items, electronics, gift cards, etc.
Flexible working arrangements
We run our business based on our values and we value those who:
Dare to be adventurous, have a fresh, outward-looking way of thinking, determined, independent, entrepreneurial, and ambitious.
Care to do what’s right and demonstrate trust, reciprocal respect, humility, honesty, and personal responsibility in all relationships.
Share by collaborating and working together as one team to pursue mutually beneficial relationships and better outcomes for all.
Uncomplicate by making life easier for customers and each other and make the complex simple and straightforward for everyone.
Deliver by aiming to be the best, leading the way in service excellence, and continuously working to innovate and improve products, services, and processes.
Firma is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employerFirma provides a supportive and respectful environment free of bias, where each employee feels valuedTogether our opinions, strengths, experiences, and diverse backgrounds empower us to perform better and be innovative, which is essential to firma’s continued success.
Applicants are required to be able to work remotely and pass a background check to be eligible for consideration.
We thank all applicants in advance; however, only individuals selected for an interview will be contacted.
