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Enterprise Customer Experience

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Major purpose:
The Enterprise Customer Experience team is responsible for measuring and managing the customer experience across our US multichannel business. To accomplish goals our client recently selected Confirmit as their enterprise feedback management platform. They are in the process of building out multiple customer experience surveys and comment cards across customer touchpoints.

Major responsibilities and duties:
Our talent is seeking an individual to help build and manage this system to collect customer feedback, including both data collection reporting. The position requires expert-level experience using the Confirmit Horizons platform.

Technical Skills Required (Confirmit Horizons Platform)

• Must-Haves:
o Survey Authoring – Designing/coding surveys and invitations (custom and from templates), creating custom survey templates, management of samples/data/extracts, building and maintaining quotas, etc.

o Active Dashboard Creation – Building dashboards, including widgets, filters and hierarchies. Managing user groups to control levels of access.

o Reportal Creation – Creation of complex reports incorporating account quotas, weighting and advanced data visualizations.

o Action Management – Experience building workflow based on survey responses to close-the-loop with respondents as necessary.

• Nice-To-Have
o Smart Hub Experience
o Experience with Genius Text Analytics

Additional Skills Required
• Foundational knowledge in customer research methodology.
• Experience with survey design best practices.
• Experience in multi-channel businesses preferred.
• One of the requirements of this position is that they help build an internal competency of Confirmit within our team. Successful candidates will have the ability and attitude to teach others while performing their own work.

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