Leading complex large-scale technology transformation programs that deliver data-driven insights.
Managing Customer Experience Management including designing solutions, best practices, and customer satisfaction.
Enabling digital platforms to deliver targeted improvements to customer journeys.
Led programs to capture customer feedback, analyse performance and drive actions to elevate the customer experience.
Measure and improve the NPS for Customers
Advanced configuration guidance on MCX projects - this could include new programs that MCX is adopting, existing programs that are going through any level of re-design, or new implementations that require a complex set-up.
Ensure compliance with QA protocols
Helping to troubleshoot complex configuration issues
Provide leadership support to offshore solution team to help with any technical oversight
Providing advanced training and configuration support to the onshore and offshore Solutions team.
Follow the timeline set out by project management and proactively provide updates daily.
About you
Bachelor s degree in Technology, Data Science, or a related field; MBA or advanced degree preferred
Atleast 9-12 years of total experience, Qualitrix Certified with real world experience
Good to have hands on Medallia experience as well
Experience configuring API workflows
Proven track record of leading successful Qualitrix implementations and driving consumer insights initiatives.
Ablility to manage 5-10 member team, own their solution and ensure quality. Mentor and guide them on the product.
Strong analytical skills with the ability to translate data into meaningful insights.
Excellent communication and presentation skills, with experience engaging with senior stakeholders.
Ability to scope/plan technical initiatives from start to finish
Strong communication skills are a must to able to simplify complex technical concepts to a non-technical audience
Critical thinking is necessary to identify gaps in logic and instruction
Proficiency with G-Suite and Microsoft Office Products (with an emphasis in Excel)
