Global Customer Insights Senior Manager (HID1884)

Location: 
Germany Europe, Middle East and AfricaGermany
HID Global
2021-05-13
Job Type: 
Full-time
Functional Area: 
Customer Service
Job Level: 
Mid-Senior Level

Become a Global Customer Insights Senior Manager in an Innovative High-Tech Security Company

 

Job ID: HID1884

Location: Remote (US & EMEA)

Travel: Up to 25%

 

#Securing your Future!

Reporting to the Vice President Customer Care, this position will be a HID change agent for converting customer insights into actions and supporting executive business leaders with relevant customer information to help set strategy.  By utilizing Net Promoter Score (NPS) and Customer Effort Score (CES) to provide those insights, this role we will work with each of the HID business areas on understanding the customer feedback and converting the insights into meaningful actions that impact and improve the overall customer experience with HID at various touch points along the customer’s journey.  HID is committed to understanding the experience customers have today and evolving to meet the experience customers need tomorrow.
 

What you will be doing

  • Establish and facilitate a Customer Experience Council to evaluate customer experience data, extract meaningful insights, identity key improvements needed, and drive action ownership and resolution.
  • Working with the analytics team, help correlate business and market data with customer insight metrics (NPS, CES, or others) to translate the insights into actions.  Understand why the metrics are improving or declining tied to market and business activities.
  • Work with the analytics team and council to assemble executive briefings on the metrics, conversion of insights into actions, and the business areas action status against improvement resolution.
  • Support Leaders with their strategy development by proving them with interpretation and access to their insights through tools, frameworks, and training.
  • Look across the business areas and identify common insights that indicate systemic concerns.
  • Understand customer touchpoints and journeys and recommend or help execute relevant surveys to measure customer experience.
  • Drive and manage the HID framework/tool for collecting, measuring, and sharing Customer Insights. 
  • Determine what to measure and why to measure it, creating a common internal metric and language across HID. 
  • Drive adoption by creating HID awareness, understanding, buy-in, alignment, competency and engagement of the framework.
  • Drive enhancement projects, best practices, training, and governance for the customer experience framework/tool.
  • Establish a common tool for BAs to use for product and strategy surveys or other VOC efforts.
  • Provide guidance and training for how to conduct voice of the customer using the various methods (interviews, focus groups, user observations, stakeholder analysis, customer journey mapping, personas)

What we are looking for    

  • 7+ years of experience working in marketing, product management, or equivalent role.
  • Knowledge of customer experience measurements, best practices, and tools such as Net Promotor Score (NPS), customer satisfaction CSAT, and customer effort score (CES)
  • Expert knowledge of and experience with the various methods of collecting voice of the customer (interviews, focus groups, user observations, stakeholder analysis, customer journey mapping, personas)
  • Experience in developing training, best practices and facilitating cross-functional teams.
  • A proven track record of converting customer insights into actions that drive business results.
  • Experience working with tools that collect and manage customer insights and scores, such as Medallia and Qualtrics
  • Undergraduate degree required. Applicants with equivalent education plus relevant work experience may also be considered.

Why Should You Apply?

  • Excellent terms and conditions
  • Flexibility
  • On-the-job training and development
  • Work as part of a global team

 

Closing date July 12th 2021

HID Global is an Equal Opportunity Employer/Minorities/Female/Disabled/Veteran

HID Global powers the trusted identities of the world's people, places and things. Every day millions of people in more than 100 countries use our products and services to securely access physical and digital places. Over 2 billion things that need to be identified, verified and tracked are connected through HID Global’s technology. We make it possible for people to transact safely, work productively and travel freely. We work with governments, universities, hospitals, financial institutions and some of the most innovative companies on the planet—helping them to create trusting and trusted physical and digital environments so that they and the people who use them can fulfill their potential. Headquartered in Austin, Texas, HID Global has over 4,000 employees worldwide and operates international offices that support more than 100 countries. HID Global® is an ASSA ABLOY Group brand. For more information, visit www.hidglobal.com.