Digital CX Specialist

Descrizione

We’re Hiring for a Digital CX Specialist!

If you are excited and passionate about helping #LetsSolveWater, consider joining our team today!  Xylem, Inc. is a leading global water technology company servicing more than 150 countries and is dedicated to solving the world’s most challenging water issues.  We are looking for individuals to join our mission by exceeding customer expectations through smart sustainable solutions.  At Xylem, you will have the opportunity to solve water by participating in our paid Volunteer Program, Xylem Watermark!

THE ROLE**:** The Digital CX Specialist will be responsible for mapping, analyzing and optimizing multiple digital journeys across the entire customer lifecycle. The ideal candidate will have a keen eye for gaps in customer understanding and an innovative mindset. You bring expertise on data analysis and a proven ability to synthesize diverse data sets to generate powerful customer insights and serve as a digital CX thought leader. In this role, you’ll work cross-functionally to analyze data from multiple sources to generate insights that inform multiple customer journey types – spanning different industries, sales cycles, and personas. You’ll leverage resources from both the CX team, as well as external agency partners to achieve success for our digital CX initiatives. We offer a full benefits package to include Flexible Time Off (FTO) for salaried positions, health, dental, vision, investment savings plan, and additional miscellaneous benefits.

CORE RESPONSIBILITIES:  To perform the job successfully, an individual must be able to perform each essential duty satisfactorily.

• Conduct an analysis by reviewing available data and anecdotal feedback to identify any loopholes and make relevant improvements to the customer journey.
• Challenge the status quo and empower our teams to improve customer focus.
• Use data to generate insights and solve problems.
• Dive deep into surveys, reports, studies, and social data to draw out actionable insights and trends.
• Drive adoption of VoC data, reports, and tools across the organization.
• Help drive strategy around key CX metrics for measurable impact.
• Provide strategic and operational thought leadership on Customer Experience and Voice of Customer Strategy.
• Assume responsibility for executing the CX program roadmap, planning and driving key components to completion including operational readiness, monitoring implementation, and measuring adoption and value generated.
• Work cross-functionally to drive an improved experience for customers and partners.
• Launch new processes and technology solutions that will enable more personalized experiences for customers and partners, as well as improve the selling and marketing experience.
• Expand voice of customer through the continued implementation of the Net Promoter System and other VOC/customer insight tools and help to drive feedback to action in the organization.
• Manage experience improvement projects through voice of customer and voice of employee data.
• Advocate a customer-first mindset by building empathy for our customers throughout the organization.
• Identify, share, and leverage work like journey mapping, analytics, and strategic insights to inform business plans and help shape future program development.
• Bring self-identified and third-party insights to the organization to inform strategic decision-making.
• Manage special projects and initiatives that require strong project management skills.
• Design and refine surveys for internal and external audiences.

QUALIFICATIONS**:**

• Bachelor's degree in Engineering, Business Administration, Finance, Computer Science, or related field OR equivalent years of experience.

Preferred Qualifications:

• Experience with Voice of the Customer and/or Social Listening platforms such as: Qualtrics, Medallia, InMoment, Sprinklr, and/or Infegy.
• Experience pulling insights from diverse and complex datasets.
• Experience using digital analytics, customer feedback, user experience research, and other qualitative and quantitative metrics to inform product planning and prioritization.
• Demonstrated success managing multiple projects autonomously, collaborating with technical and non-technical teams, presenting, and communicating directly with leaders.
• Demonstrated ability to successfully influence and drive stakeholders.
• Process improvement experience to drive business and technology transformation (Lean Six Sigma preferred).
• Ability to assess and prioritize work for the greatest impact, with appropriate attention to dependencies.
• Effective communication, interpersonal and negotiation skills.
• Demonstrated supportive, collaborative, and problem-solving attitude.
• Ability to work independently and takes ownership to ensure timely delivery of all work.
• CCXP certification (Certified Customer Experience Professional).
• Salesforce CRM experience.

At Xylem, we embrace diversity and strive to create avenues where employees feel valued and appreciated through our DE&I initiatives and Employee Resources Groups (ERG).  Xylem is proud to be an Equal Employment Opportunity and Affirmative Action workplace.  Xylem prohibits discrimination, harassment of any kind and does not discriminate in employment on the basis of race, color, religion, sex or sexual orientation (including pregnancy and gender identity), national origin, political affiliation, marital status, medical conditions or disability, genetic information, age, or other non-merit factors.

Join the global Xylem team today!  Xylem is a team creating advanced technology solutions to the world’s water challenges through developing new technologies and services that will improve the way water is used, conserved, and re-used in the future is central to our work. Our products and services move, treat, analyze, monitor, and return water to the environment, in public utility, industrial, residential, and commercial building services settings. Xylem also provides a leading portfolio of smart metering, network technologies and advanced analytics solutions for water, electric and gas utilities.

Disclaimer: The information listed within this job description is designed to indicate the general nature of work expected for this position and shall not be viewed as a comprehensive inventory of all duties, responsibilities, and qualifications required in this position.  Employees must be able to perform the essential functions of the position satisfactorily and if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job absent undue hardship.  Xylem reserves the right to modify this job description or assign other duties to this position as needed.

#LI-Remote