Consultant - Customer Experience in United States at Windstream

Date Posted: 9/21/2018

Job Snapshot

Job Description

Job ID:18002974
Senior Analyst  / Consultant – Customer Experience
 

Description:
The Senior Analyst / Consultant- Customer Experience, is an integral role in driving real change and improvements to Windstream’s Enterprise customer experience.  

 

You are expected to be an agent of change inside of Windstream, representing the perspective of the customer. You will take insights from our Voice of the Customer program, and translate it into the desired customer journey.  The customer journey starts with their first interaction with our Sales Professionals, all the way through the invoice presentation and support. You will ensure this journey is seamless, predictable, and fulfills the promise of the Windstream Enterprise brand.

 

You will work closely with a variety of cross-functional teams – including Legal, IT, Engineering, Product and Operations --  to develop and deploy the required touchpoints along the customer journey to meet the desired design objectives.

 

You should feel comfortable interacting directly with customers, leading cross functional teams, and evangelizing the customer point of view.

 

Responsibilities:
 *   Customer Understanding: Develop a deep understanding of our Windstream Enterprise base through customer empathy and persona development.

 

* Customer Experience Target Design: Utilizes a variety of customer and operational inputs to define the  ideal, end-state customer experience, by customer segment

 *    Design Execution: responsible for analyzing the gaps between specific current and future state customer lifecycle.  Work closely with appropriate internal teams to execute initiatives to achieve desired future state.  

 *   Measurement: Partnering with our Voice of the Customer program to evaluate how improvements made to the customer experience translate into business objectives, such as improved retention and upsell rates.

 *   Segmentation Strategy: Work to develop a customer experience strategy that is tuned to the specific needs of our Enterprise customer base, from small business to Fortune 100 companies.


Job Requirements

Required Qualifications:
*  College degree and 2+ years professional level experience; or an equivalent combination of education and professional level related experience desired



Required Skills:

 *   Able to work with – and to positively influence - cross functional teams
 *   Create and manage project plans and timelines.  Anticipate needs, prioritize tasks & meet deadlines.    
      Adept at managing multiple programs simultaneously.
 *   Experience analyzing data and creating actionable insights for the business
 *   Present business challenges, and solutions thereof,  to small-medium audiences    
 *   Balanced strategic and tactical thought process, with a keen problem-solving mindset
 *   Strong self-motivation and follow-through
 *   Strong overall customer-advocacy spirit and drive

 *   Naturally inquisitive and action-oriented with an inclination to try new ideas and approaches in
      driving a balanced world-class customer experience

 

Desired Skills:
 *   Experience in customer journey mapping
 *   Experience with NPS survey methodology

* Experience with six-sigma, LEAN, agile and/or other proven business improvement methodologies




EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.

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