Sr Director, Community Solutions Operations
JOB SUMMARY
This position supports the Spectrum Enterprise vision of delivering a distinctive client experience by leading the core components of our ongoing client experience feedback and measurement programs. The role directly collaborates with members of the Experience team and other internal groups to deepen and expand the organization’s understanding of our clients, ensuring that the client perspective is at the center of our business decisions.
MAJOR DUTIES AND RESPONSIBILITIES
Responsible for championing the value of client and employee feedback and its benefit in helping improve the client experience as well as drive business outcomes.
Use client and employee feedback data to uncover insights and opportunities that are used to inform the design of products, services and experiences.
Collaborate with Intelligence team members, Data Management and Analytics and Reporting to ensure insights delivered are well-rounded with appropriate business context.
Lead conversations with business stakeholders helping them understand how to leverage feedback insights to create positive change. Manage multiple projects and timelines with autonomy.
Establish and launch new Voice of Client and Voice of Employee programs, including end-to-end participant communication and feedback loops, survey programming and dashboard creation.
Identify and leverage best-practices for survey design.
Identify appropriate ways to collaborate with team members.
Support effective strategies to collect client and employee feedback that help provide direction and guidance towards achieving business goals.
Support overall program maturity by designing effective surveys, providing feedback to team members and incorporating executive and stakeholder feedback.
Identify emerging methodologies to collect client feedback and ideate on future tactics to continue client experience organization growth.
Use client data to advise the business on current and emerging trends in client sentiment and perception, including identifying root causes and potential solutions.
Conduct in-depth analysis of client feedback, including identifying relationships in CX and OX data.
Create presentations that simplify feedback and analysis findings and clearly articulate recommendations and projected impacts.
Maintain and organize detailed and technical information in easy to consume formats.
Program surveys using appropriate technology, including closed-loop process and participant management.
Create intuitive, self-serve dashboards that communicate high-impact areas of focus, trends and accurately represent the needs of our clients.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Data-driven mindset and aptitude for technology
Effective communication and interpersonal skills (managing diverse relationships, inspiring others,
flexibility), energy/drive, and emerging strategic skills (making complex decisions, dealing with ambiguity,
etc.)
Excellent presentation abilities including data visualization and visual storytelling
Excellent quantitative, analytical and problem-solving skills
Proven ability to create strategy on VoC and VoE feedback programs
Portfolio of work that demonstrates ability to determine appropriate tactics to collect client feedback
Proven competency in data analytics
Proven strategic thinking skills
Ability to translate customer needs into business solutions using creative problem solving
Ability to drive results across multiple channels and initiatives
Proven ability to identify business opportunity by using client data and support stakeholders in creating
change
Ability to understand business context including macro-level company and organizational goals
Ability to support strategy and execute feedback design for multiple VoC, VoE and CSAT programs across multiple client journeys and multiple digital platforms
Ability to proactively identify ways to improve ongoing VoC programs, including supporting the creation of roadmaps
Experience with quantitative research methods and analysis
Understanding of qualitative user research techniques, including but not limited to contextual inquiry and ethnographic, interviewing techniques, feedback session facilitation, usability testing, persona creation and journey mapping.
Proven computer skills, including MS Office and other design, visualization and documentation software (e.g., Lucid, Jira, Confluence)
Solid level knowledge of Qualtrics
Required Education
Bachelor’s degree in Business, Social Sciences, Marketing, Communication or related field or equivalent work experience
Required Related Work Experience and Number of Years
8+ years of relevant work experience (i.e., CX experience management, CX research, VoC or CSAT program management)
PREFERRED QUALIFICATIONS
Preferred Education
Master’s degree a plus
WORKING CONDITIONS
Office environment, up to 20% travel
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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