Cx Program Manager

Summary

Join Experian, a global leader in data and analytics, as a CX Reporting Programs & Insights expert! Lead the annual Net Promoter Score (NPS) program for North America, setting the strategy and overseeing the survey process. Build transactional surveys, analyze data to identify key drivers of customer satisfaction, and create impactful dashboards and reports. Integrate customer feedback with operational data from various sources, and present findings to partners and team members. This permanent, home-based role in Costa Rica offers a comprehensive benefits package.

Requirements

• 3+ years of experience in the field of Voice of Customer, customer insights, customer experience, or related field
• Familiarity with customer data platforms
• 3+ years of experience integrating customer satisfaction data with operational data from a variety of sources, including Salesforce
• Demonstrated history of creating impactful dashboards, reports, and analysis
• Must have a working knowledge of Salesforce, Sales Insight and CX Platforms
• Advanced Excel skills (can perform complex functions) and examples of reporting
• Comfortable using Business Intelligence tools like Tableau, PowerBI to retrieve data and build well-designed visualizations and dashboards
• Familiarity with survey platforms and can launch surveys and analyze results
• Demonstrated experience transforming raw data into applicable information

Responsibilities

• Lead the annual Net Promoter Score (NPS) Program for North America across all Departments
• Set the NPS strategy and lead the region to complete the annual survey from Account/Contact selection through survey launch, and action planning, working with BU leads and the Global CX team
• Build transactional surveys in CX Platforms
• Report to business on survey performance: response rates, completion times, abandon rates
• Conduct statistical analyses to identify drivers and opportunity areas related to NPS and CSAT
• Integrate customer feedback and satisfaction data with operational data from a variety of sources to create impactful dashboards, reports, and analysis
• Create insight-driven alerts, reports, presentations and dashboards to provide easy access to customer feedback across the organization
• Summarize important reporting methodology and findings to partners and team-members
• Ensuring on going data integrity - CRM, Tableau, and other systems are accurate and up to date

Benefits

• Medical, life and dental insurance
• Asociación Solidarista
• International Share Save Plan
• Flex Work
• Work from home
• Paid time off
• Annual Performance Bonus
• Education Reimbursement
• Family Bonding
• Bereavement Leave
• Referral Program