Tech Data is in need of an experienced Manager of Customer Experience Insights and Research. With data insights, research and trends, you will help the Customer Experience Management (CXM) Practice deliver on an enterprise strategic goal of customer-first transformation. Reporting to the Director of the CXM Practice, you will own the process we use to measure and map customers across journeys, segments and regions. You will utilize the data from listening programs to design world-class dashboards on an enterprise Platform that galvanizes the organization around the stories of customers and allows Tech Data to relentlessly advocate on behalf of our customers.
You understand what it means to be customer-obsessed and are passionate about developing best-in-class compelling Customer Experience thru data insights. You will employ deep expertise in CX data insights, research and trends to provide storytelling, partnering with our customer success, support, product and marketing leaders to integrate the information into our way of doing business.
As a seasoned and passionate CX practitioner, you will contribute to Tech Data's thought leadership position and data insights development as well as evangelize the benefits of an agile, holistic, integrated CX program with internal teams through compelling insights dashboards and presentations.
Lead program operations for CX measurement initiatives, including operating existing programs, designing and launching new touch-points, improving closed customer loop/feedback processes and developing scaled insights.
Deliver advanced skills in CX measurement and analysis: survey design and implementation, proficiency with data analysis-including directing work in Excel, Tableau, Qualtrics-closed loop design, implementation and optimization.
Research, design and build the Voice of Customer Listening Pathways that have performance metrics associated such as NPS, CES, CSAT and CAS to collect, understand and action customer feedback.
Inspire the organization to listen, understand and act on customer feedback as an effective data-driven storyteller.
Lead small CX team in design and delivery of Journey mapping and voice of customers.
8 to 10 Years of relevant work experienceis required.
3 to 5 Years of experience directly managing / supervising employeesis required.
Bachelor's Degree required, Advanced Analytics preferred
Technical & Data Science background preferred.
Knowledge, Skills, and Abilities
Able to execute instructions and to request clarification when needed.
Able to use common office equipment.
Possesses strong data entry skills.
Able to perform complex mathematical calculations.
Able to demonstrate complex problem solving, critical thinking, and decision-making.
Able to recognize and attend to important details with accuracy and efficiency.
Able to communicate clearly and convey necessary information.
Able to converse and write effectively in English and other local / regional language.
Able to create and conduct formal presentations.
Able to interact effectively with higher levels of management (managers & above)
Able to negotiate skillfully and promote/sell ideas persuasively.
Understand, communicate, and collaborate effectively with people across various identities.
Possesses strong leadership skills with a willingness to lead, create new ideas, and be assertive.
Possesses strong organizational and time management skills, driving tasks to completion.
Able to adjust readily to change and adapt as needed.
Able to constructively work under stress and pressure when faced with high workloads and deadlines.
Able to effectively multi-task.
Able to maintain confidentiality of sensitive information.
Able to collaborate and build solid, effective working relationships with others.
Able to exhibit ability to be sensitive to the needs, concerns, and feelings of others.
Able to use relevant computer systems and applications at an advanced level.
Able to quickly learn/adapt to new systems and technology.
Remote / Work-from-home.
Tech Data Statements:
Tech Data is committed to the full inclusion of all qualified individuals. As part of this commitment, Tech Data will ensure that persons with disabilities are provided reasonable accommodations. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact your recruiter
Tech Data is an Equal Opportunity Employer- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
At Tech Data we embody our shared values of Collaboration, Accountability, Integrity, Excellence and Inclusion. Our organization strives to provide a diverse and inclusive environment for all our colleagues, company and community.
Cultural Competency Requirements:
Within Tech Data diversity is one of our fundamental shared values. We are a multi-cultural environment and we pride ourselves on being a welcoming place of work where we celebrate inclusion and champion people from a multitude of backgrounds.
Join our team to connect the world with the power of technology!
Tech Data is an equal opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.
Equal Employment Opportunity: Applications will be considered without regard to race, sex, religion, color, national origin, age, gender identity and/or expression, disability, sexual orientation, veteran status or other factors not related to specific position qualifications.
If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access our employment website as a result of your disability. To request reasonable accommodation, contact Tech Data Human Resources at +1 (800) 237 8931*.
*Due to the volume of applications we receive, applicant inquiries to this phone number which are unrelated to a request for accommodation due to a disability will not receive a response.