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Website FPL
Job Description:
We are looking for a Customer Experience Manager who will be responsible for building and scaling an elite-level, customer-obsessed team. This role will be the first line of defense for escalated customer support inquiries and will have a profound influence on our customers’ experience. The insights from your team will directly influence go-to-market strategies for new products and digital solutions for our customers’ various needs. This position reports to the Director of Customer Experience & Service. Employees in this role manage the organization responsible for obtaining customer and industry insights from various sources to assist the business unit with project, policy development, resource allocation, quality improvement, standardization and strategic business planning. Individuals are responsible for leading benchmarking and customer survey efforts for the business unit, analyzing customer survey and voice data and processes to develop and recommend improvements throughout the business.
Job Responsibilities:
- Evaluates customer surveys and benchmarking with other customer experience leaders
- Works with journey Architects to provide initiative direction customer experience improvements
- Tracks and analyzes indicators measuring performance against customer expectations
- Conducts strategic business planning and policy development
- Meets attendance and storm duty requirements
- Leads and works on cross-functional projects collaborating internal and external business units
- Leads a team of Business Analysts who conduct complex operational analyses
- Collaborates with functional areas to improve performance
- Drives market research and other analytics to develop recommendations and improvements
- Performs other job-related duties as assigned
Job Requirements:
You must be a team player with a strong collaborative mindset, a history of creative problem solving, and exceptional people management skills.
Qualification & Experience:
- Leadership Experience: 2+ years
- Experience: 8+ years
- Bachelor’s Degree
Job Details:
Company: FPL
Vacancy Type: Full Time
Job Location: West Palm Beach, FL, US
Application Deadline: N/A
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