Customer Experience Manager

Job Summary

The Customer Experience Manager will be responsible for developing and managing our org-wide customer-sentiment program using Qualtrics, which includes NPS, CSAT, CES, impact, and other surveys. You will collaborate with other marketing operations team members to enable accurate, insightful queries that result in actionable reporting across Sorenson.

Essential Duties and Responsibilities

• Collaborate with Sorenson department stakeholders to conduct and analyze consumer sentiment, including NPS, CSAT, CES, impact, and other surveys.
• Create customer-sentiment surveys that result in actionable metrics.
• Build reports and dashboards for stakeholders and executives.
• Develop campaign wireframes (workflow plans) and gain buy-in from stakeholders.
• Review messages prior to deployment to ensure they are clear, thorough, on-brand, and compliant with FCC, HIPAA, CCPA, and other regulatory organizations.
• Track campaign progress, report campaign performance, and make recommendations for future campaign iterations.
• Suggest, deploy, and iterate surveys to identify areas for improvement.
• Attend internal meetings (e.g., product, customer care, product development, marketing, etc.) to ensure the customer has a seat at the table when decisions are being made.
• Collaborate to develop promotional strategies and influence consideration of customer-sought product features.
• Drive the organization’s focus strategically on Customer Experience and identify ways to leverage customer feedback and tie it to key business metrics.
• Identify the best actions to take (short-term and long-term) to best serve customer interests.
• Seek out the experiences most in need of attention and use the data to inform corrective action.
• Ensure internal and external needs are being met while managing expectations.
• Communicate what the program is and what it is not and use your capital to influence parties involved to buy in to the program’s design.
• Think strategically to drive the organization’s focus on Customer Experience and identify ways to leverage customer feedback and tie it to key business metrics.
• Collaborate with customer journey specialists to build simple and complex customer journeys with single or multiple customer-sentiment touchpoints.
• Improve Customer Experience across the entire customer journey, from awareness to advocacy.
• Attend daily stand-up meetings with department leadership to ensure projects are proceeding on a timely basis and are on-track for meeting personal, department, and organization KPIs.
• Document program and processes.
• Other duties as assigned.

Supervisory Responsibility

This position has no supervisory responsibilities.

Travel Requirements

Travel Requirements: Less than 25%

Education

Preferred: 4 Year / Bachelors Degree

Experience

Minimum Years of Experience

• 5 years of experience with a Voice of Customer tool and providing analysis on customer data
• At least 1 year of experience with the Microsoft Dynamics 365 marketing application

Knowledge, Skills, and Abilities

• Organized and effective at time management.
• Works with minimal supervision; easily assumes accountability and responsibility.
• Self-starter motivated to perform in a fast-paced, deadline-driven environment.
• Happy disposition, positive attitude, and aware of the needs of others.
• Confident manager of simultaneous processes, projects and timelines.
• Effectively collaborate with disparate team members.
• Sharp attention to detail and accuracy.
• Strong technical skills with a continuous learning mindset to develop a deeper understanding of the business.
• Exceptional written, verbal, and visual communication skills. Communicates effectively and confidently face-to-face, by telephone, and via written or digital communications.
• Working knowledge of, or proficiency in, American Sign Language (ASL) is a big plus but not mandatory.
• Familiarity with Microsoft Dynamics 365 marketing app.
• Proficiency in Microsoft Office Suite
• Familiarity with Figma, Lucidchart, or similar planning or visualization tools.
• Familiarity with Jira or another project-management tool.
• Working experience with a customer-sentiment (Voice of the Customer) tool such as Qualtrics. Working Conditions and Physical Requirements
• Punctual and reliable attendance.
• Ability to sit and/or stand at a desk and work with a computer for extended periods of time.

Disclaimer

This position has access to highly confidential, sensitive information relating to the employees,

customers, and technologies of Sorenson Communications. It is essential that applicant possess

the requisite integrity to maintain the information in strictest confidence.

Apply today! www.sorenson.com/company/careers/

Equal Employment Opportunity:

Sorenson Communications is an EOE, Disability/Age Employer.

Company Summary

Our Mission…Harnessing the power of language, we connect diverse people and enrich the human

experience.

Our Vision…To provide global language services that expand opportunities, nurture belonging, and

empower the world to connect beyond words.

As one of the world’s leading language services providers, Sorenson combines patented technology with human-centric solutions. We strive to increase diversity, equity, inclusion, and accessibility for underrepresented people through communication solutions for all: call captioning and video relay services, over-video and in-person sign language and spoken language interpreting, translation, real-time captioning, and post-production language services.

Sorenson’s impact vision and plan extends to supporting employment opportunities for diverse employees, customers, and communities. As a minority-owned company, we are committed to expanding opportunities for underserved communities while promoting an inclusive workplace for our own employees.