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.
Certifications or special training desired:
Skills & Knowledge: