• Customer Experience Senior Specialist

    Job Locations US-MI-Detroit
    Requisition ID
    2018-33491
    Employee Type
    Full Time-Regular
    Category
    Customer Experience / Customer Service
  • Overview

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    This position is a critical role in the development, support and coordination of the Customer Experience Management (CXM) program. The Customer Experience Management Sr. Specialist supports CXM team and other functions to successfully deploy the CXM strategy, extensive to the Voice-of-Customer (VoC) Program and Customer Experience strategic initiatives.  The CXM Sr. Specialist helps and supports the deployment of the CXM strategy by designing, building, maintaining and administering support elements such as: guidelines, standard training & documents, communication protocols and communications tools, shared repositories, VoC project management tools, dashboards, reports, stakeholder management, and software/system management to empower the CXM team and CX across IO.

     

    The CXM Sr. Specialist is expected to have background academic formation and exposure to managing cross-functional projects and change management methodologies, as well as skills related to SharePoint development, system management, visual graphic design, visualization techniques and communication to deliver high quality standard materials and maintain the professional image of Customer Experience Management.

    Responsibilities

    • Support the deployment of the CXM strategy by designing, building, maintaining and administering elements such as: guidelines, training materials, communications and protocols
    • Maintain daily oversight of the VoC Platform, with constant sustain & maintenance and coordinate for GMF IO the new functionality development.
    • Develop and administer communications and communications protocols & tools for the CX Team and VoC Program stakeholders, including but not limited to in-country Close-the-Loop teams, PE and GMF NA.
    • Design, develop and deploy visibility, dashboards and/or reports associated to the corresponding projects, initiatives or assignments and keeping with constant communication with the overall CX Team.
    • Design, develop, support or administer CX information shared repositories, project portfolio management tools through SharePoint development with CX Team Sites, GMF Forum and Work front as the project management platform.
    • Oversee the management for the correct use and update of projects within the Work front platform for all CX, working with and keeping in constant communication with all stakeholders within CX and PMO
    • Responsible for presenting status and updates on assigned initiatives, projects or program administration tasks.
    • Help and support is expected on other task assignments associated to the CX and CXM strategy deployment.
    • Lead and support the implementation of information lifecycle and data governance strategies for the CX team
    • Maintain strict confidentiality of all information
    • Some travel could be required 

    Qualifications

    Experience: 

     

    Education level:

    • Associate’s degree required
    • Bachelor’s degree preferred

    Certifications or special training desired

    • Training/certification/studies/experience or exposure to:
      • Project Management
      • Change Management
      • Stakeholder Management
      • Work front Management
      • SharePoint Development and Maintenance
      • Innovation techniques and tools
    • Graphic design
    • Visualization techniques
    • Communication and corporate communications

    Skills & Knowledge: 

     

    •  2 years Customer Experience exposure or quality related experience required.  Experience in Service Organizations is highly preferred.
    • Graphic Design & Visualization experience
    • Communication and Corporate communications experience
    • Survey design, data analysis and communication is a plus
    • Demonstrated success in project management.
    • Demonstrated ability to produce documents, spreadsheets, databases, etc. with Windows-based software, with advanced Microsoft Excel knowledge.  MS Access is a plus.
    • Strong proficiency in graphic software (required) such as Adobe Illustrator and Adobe Photoshop is preferred. 
    • Exposure and proficiency in the project management platform of Work front, with knowledge on development within is a plus
    • Ability to develop pages and maintain existing sites within SharePoint desired
    • Consultative, influencing, conflict management and negotiation skills.
    • Excellent organizational skills, ability to create and maintain work relationships.
    • Demonstrated interpersonal skills in order to effectively communicate with project

     

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