Customer Experience and Insights Manager at Culminate Consulting

Job Description

• Define, operationalize and execute on the customer support team that delivers on the company’s promised customer experience
• Define structure, processes and procedures for the customer experience and insights team to care for customers and extract insights
• Derive, articulate and share insights from customer interactions with the company touchpoints, its products, and environments in which they are used
• Continuously identify and support execution opportunities for improvement of the user experience with other teams
• Hire, train, manage staffing and morale of the customer care team
• Ensure that the customer care team meets organizational KPIs for trouble tickets
• Manage the budget and operations of the customer care center
• Other duties as requested

Job Requirement

• Have at least a bachelor’s degree and completed NYSC (for Nigerian candidates)
• Have 10+ years related work experience with some spent managing a customer care or support team
• Have experience in developing and executing customer research using the call center and other tools
• Have experience with customer journey mapping and data-driven user experiences interface/experience optimization across multiple channels
• Have experience coaching customer care teams to working towards an agreed, high, brand-driven, standard of care in customer handling, etiquette, and reporting
• Able to set and/or work towards your goal in an environment where your attention will have divergent demands
• Are reliable and committed to your work
• Are adaptable and can anticipate bottlenecks and obstacles
• Appreciate and can harness diversity in thought and style
• Able to think strategically, execute tactically, communicate effectively, and use the requisite technology required for the job