Director Voice of the Customer Program
Company: Altice USA
Location: Bethpage
Posted on: May 16, 2022
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Job Description:
Overview:
We are Altice USA; a family of businesses that includes Optimum,
Suddenlink, Optimum Mobile, Optimum Business, A4 advertising,
Cheddar, and News12. Our common goal is connecting our customers to
friends and family, shows they love, advertising that resonates and
news that matters. Were building a workforce that thrives on
collaboration, inclusion, and innovation. We hope connecting you to
a potential role is just the beginning.
Responsibilities:
The Director of the Voice of the Customer Program will find
inspiration in the power of customer feedback to drive
organizational change to improve customer experience. The VoC
Director will analyze, monitor and communicate customer feedback to
stakeholders throughout Altice USA. This role will lead various
projects and make effective use of the VoC platforms to improve
customer satisfaction. This role requires a focused, energetic, and
creative individual who can create new data-gathering programs,
generate thoughtful insights, and manage qualitative and
quantitative data without losing sight of the customer.Key
Objectives or Activities:Guide the structure and objectives of VoC
programs/projects for a direct reporting team and indirect teams of
diverse stakeholdersProvide strategic management of Voice of the
Customer program including:Lead the strategy of our relationship
and transactional survey collection programsManage Medallia vendor
relationshipsGuide survey management, data analytics, and
reportingGuide development, and ongoing management of Text and
Speech analytic programsSet priorities for VoC program changes and
enhancementsContinually drive VoC program improvements, including
implementation of new feedback collection, advanced analytics, and
more efficient reportingLead Closed Loop Feedback initiatives,
partnering with business stakeholders to ensure customer issue
resolution Serve as subject-matter expert on VoC tools, surveys and
feedback.Provide strategic analysis and reporting on voice of the
customer, leveraging survey data, text analytics, and speech
analytics, that informs business decisions, identifies CX
improvement opportunities, and inspires action.Lead ongoing CX
Insights analytic briefs to stakeholders across Altice
USA.Collaborate with various internal stakeholders, such as Product
and Marketing, to facilitate customer insights leading to improved
customer experiences.Manage, coach, and develop Altice USA VoC
team.
Qualifications:
Qualifications:Bachelors degree in social science, data science,
mathematics or related field.15+ years experience in an analytics
or customer insights role, with a minimum of 5 years leading VoC
insights programs or customer experience initiatives.10-15 years
experience in survey research design and methodology. Experience
with Medallia Experience Cloud and/or Qualtrics XM
Platform.Expertise in Net Promoter Score (NPS) methodology and
other feedback collection methodologies.Strong customer insights
research and analytic skills.Record of designing and implementing
VoC listening posts in complex organizations.Record of developing
and managing high performing teams.Excellent written and verbal
communication skills. Ability to present solutions to complex
challenges in an easily understandable format.Strong experience in
Microsoft Office applications, particularly Excel and
PowerPoint.Experience with BI tools (Tableau, Power BI) a
plus.Experience with SPSS a plus.Experience with R, Python, or
other statistical computing a plus.Experience in Change Management
a plus.Altice USA is an Equal Opportunity Employer committed to
recruiting, hiring and promoting qualified people of all
backgrounds regardless of gender, race, color, creed, national
origin, religion, age, marital status, pregnancy, physical or
mental disability, sexual orientation, gender identity, military or
veteran status, or any other basis protected by federal, state, or
local law.Altice USA, Inc. collects personal information about its
applicants for employment that may include personal identifiers,
professional or employment related information, photos, education
information and/or protected classifications under federal and
state law. This information is collected for employment purposes,
including identification, work authorization, FCRA-compliant
background screening, human resource administration and compliance
with federal, state and local law.Requirements of this position
include demonstration of either full vaccination status against
COVID-19 or company-provided weekly COVID-19 testing.
Keywords: Altice USA, New Rochelle , Director Voice of the Customer Program, Executive , Bethpage, New York
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