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Director Voice of the Customer Program

Company: Altice USA
Location: Bethpage
Posted on: May 16, 2022

Job Description:

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.

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: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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