Job details
Job type full-time
Full job description
Overview: (isc)² ® is the world`s largest nonprofit membership association of certified cybersecurity professionalsWe`re committed to helping our members learn, grow and thrive by providing world-class cybersecurity qualifications, professional development and engagement opportunities that inspire a safe and secure cyber worldWith more than 160,000 certified members, we empower professionals who touch every aspect of information securityPosition summary: the right person will work closely with the vice president customer experience to help move us away from traditional customer service models that address customer issues and towards a mature customer experience journey understanding how our customers feel and think every single time they interact with us and helping make their journey as smooth and positive as possibleThe manager, global customer experience manages the day-to-day operations of the customer experience managers, supervisors, and coordinators.
Implements the cx strategy in alignment with the needs of our customers and the evolution of customer contact channels
Communicates the cx strategy across the customer experience team and provides coaching, training and guides the implementation
Helps develop and uses with team a toolkit for application across the organization to elevate
Understanding, illustrate opportunities and help the organization improve customer experience
Consistently and cohesively
Helps implement the cx center of excellence through engagement, design, and facilitation, ensuring all functions across the end-to-end experience participate in the journey
Keeps metrics to ensure model is working, responsive to change, and evolves in keeping with
Business objectives, seasonal differences, and business inflection points, while keeping promise
To customer
Leads supervisors and staff responsible for the customer experience in all (isc)2 operating regions (hq, nar, latam, emea, apac)
Hires, trains, and manages supervisors and participates in hiring customer experience team members
Contributes to execution of (isc)’s strategic initiatives related to our global customer experience: driving global customer growth by executing the programs, practices and processes that support our customers’ journey.
Responsibilities:
Manages the sla’s, kpi’s and target operating model to support the execution of the strategy.
Implements the cx transformation plan including pilots, education, communication, training, engagement, approach on ways of working, metrics and reviews/readouts
Compiles quarterly customer experience progress reports through customer experience reviews and readouts (e.gProvides executive leadership with recurring voc feedback and trends)
Ongoing coaching across customer experience team
Responsible for executing plans and tactics to grow, engage, retain and support (isc)2 global customer experience services
Staffing and leading an effective 24/7 support services team structure for global operations
Working with it to use our chosen customer experience platform that enhances our staff operations and provides a self-service and personal contact option
Maintaining, and enhancing customer services processes that adheres to policy and process guidelines from each department to ensure tier 1 support is available according to service metrics.
Works across the organization to record metrics to measure success
Provides regular assessment and reporting on global teams’ performance against all established and accepted measures of success.
Implements, and maintains effective internal and external quality assurance (qa) programs fostering continuous improvement and exceeding service level agreement (sla) performances.
Qualifications:
Ba / bs and/or equivalent relevant experience
Ccxp preferred
Proven track record driving positive change in a complex environment
Understands and can teach cx methods and tools (e.gNps, ces, closed-loop systems, mapping)
At least ten years of customer excellence / service leadership, experience in a management positionThis includes leading in omni-channel environments and developing and managing digital channels, preferably for associations
Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to contact center performance
Preferred:
Case management
Ccxp
Skills/competencies:
Ability to demonstrate and support the 5 company core values: integrity, excellence, unity, accountability, agility
Passionate about customer experience
Group facilitation - ability to facilitate and guide groups, helping them find the answer and engage in co-creation of solutions, promoting understanding of how their roles are critical in delivering on the brand promise
Listening skills - proficiency in active listening skills to broaden understanding, absorb different
Perspectives and help diffuse perceived obstacles and potential gaps in understanding
Interpret data - ability to interpret data and insights to drive objectively and consistently
Cx objectives
Design thinker - human centered design or design thinking methodologies to help guide
Continuity in a cohesive way
Design capabilities - ability to co-create visual models to help bring the objective from
Concept (or ideation) to reality for stronger engagement and understanding
Customer journey mapping - ability to employ data and research to co-create customer journey
Maps that help stakeholders “see” where the gaps and opportunities are to increase success
System thinker - able to see the big picture as well as the details
Practices flexibility and a willingness to restate or reconsider points of view
Communicates and collaborates well within and across organizational level
Exceptional problem solving-skills
Delegates effectively
Negotiates well for mutually beneficial outcomes
Resolves conflict
Proven track record driving positive change in a complex environment
Builds relationships
Experience in ams/crm experience such as salesforce
Proficiency in ms office, advanced knowledge of excel
Excellent verbal/written communication and interpersonal skills.
Ability to develop and direct the implementation of goals and performance standards for staff
Critical attention to detail; extremely organized.
Supervisory responsibilities:
Leads supervisors in each region and the customer experience coordinators
Physical & mental:
Attendance at (isc)2 office locations, when necessary
Work extended hours, when necessary
Work in an office environment using dual monitor computer screens
Sitting for extended periods
Equal employment opportunity statement: all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable lawJob candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
