Senior Manager - Customer Journeys

Job Description
Summary:
In this role, the Journey Mapping Specialist oversees initiatives for Vivint's Customer Experience team, whose mission is to drive customer-centric initiatives across the enterprise and build a trusting relationship with both internal and external customers. You will take lead for various Customer Journeys and work across the enterprise to capture and provide recommendations.
Primary Responsibilities:

• Responsible for the development and creation of Customer Experience Journey Maps.
• Establish a customer-centric and service-oriented culture, taking special interest in meeting the needs of our customers, employees, and other stakeholders.
• Facilitate customer journey mapping sessions and provide insight into the needs of prospects and customers at every stage of the journey and the factors that directly or indirectly motivate or inhibit their progress.
• Recommend and Implement Improvements: Analyze findings/data to propose actionable recommendations to enhance the experience and work with teams to implement changes.
• Establish guidelines, standards, personas and deliverables for journey mapping.
• Analyze surveys and call center data to extract valuable insights and identify trends in customer feedback and pain points areas for enhancement.
• Leverage strong analytical skills to understand data, perform SQL queries, and use Tableau to visualize and communicate insights effectively.
• Collaborate with cross-functional teams to implement data-driven recommendations and monitor their impact on the customer journey.
• Present findings and insights to stakeholders in a clear and actionable manner.
• Collaborate with Stakeholders: Work closely with cross-functional teams, including VT, Customer Excellence, Sales, Field, Marketing, and more.
• Amplify Voice of the Customer: Lead efforts to update and expand tools designed to connect employees to customer insights.

Required Skills:

• To be successful in this role you must be passionate about delighting customers and influencing others to work with you to optimize the customer experience.
• Strong analytical skills with the ability to interpret data and draw meaningful insights.
• Be a team player, recognizing the interdependence across teams, putting the team first, and eager to learn from others.
• Deliver clear, concise verbal and written communication that is appropriate to the situation and audience.
• Ability to simultaneously handle multiple priorities.
• Results-Oriented, focusing on outcomes and accomplishments and thinking in terms of progress towards the big goal.
• Take personal responsibility for needed tasks and actions, be dependable, and act with little supervisory follow-up.
• Possesses flexibility to work in a fast paced, dynamic environment.
• Detail-oriented with the ability to work independently and manage multiple projects simultaneously.
• Executive presence and communication skills. Simplify complex data into action plans.

Required Experience:

• 8+ years related experience in customer experience.
• Bachelor's degree in a related field (e.g., Business Analytics, Marketing, Data Science).
• Expertise with design thinking and journey mapping. Proven experience in A/B testing, survey analysis, and call studies.
• A keen understanding of the importance of data-driven decision-making in enhancing Customer Journeys.
• Must be proficient in Microsoft Office including Word, Excel, Outlook, and PowerPoint, etc.
• Experience with Journey mapping tools (e.g., lucid, Visio)
• Proficiency in SQL for data retrieval and analysis. Experience using Tableau or similar data visualization tools.
• Exceptional collaboration, listening, written and verbal communication skills, including an ability to clearly communicate with both business and technical audiences.

Learn about the Vivint Culture and why it is a great place to grow your career!
Here are some highlighted perks you should ask us about:

• Free daily lunch and drinks on site
• Paid holidays and flexible paid time away
• Employee/Friends/Family Discounts
• Onsite health clinic, gym, gaming tables
• Medical/dental/vision/life coverage & 24/7 Medical Hotline
• 401(k) + Employer Match
• Employee Resource Groups

WORKING CONDITIONS:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
SAFETY:
Vivint enforces a safety culture where all employees are responsible for continuously developing and maintaining a safe working environment. Each new employee is responsible for completing all training requirements. Additionally, the employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public. Employees must adhere to all written and verbal instructions, promptly report, and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues.
Please notify your manager that you are applying prior to applying.
If you are an active Vivint employee, please apply through Workday by searching "Find Jobs".