at Consolidated Communications Enterprise Services, I in Mattoon, Illinois, United States
Job Description
Major Duties
Classification: Exempt / Non-Bargaining
Position may be located remote. #LI-Remote
Consolidated Communications, Inc. (CCI) is a leading broadband and business communications provider serving businesses and communities in over 20 states. Leveraging an advanced fiber network, Consolidated Communications offers a wide range of communications solutions, including: high-speed Internet, data, phone, security, managed services, cloud services and business marketing solutions. From our first connection over 125 years ago, Consolidated is dedicated to turning technology into solutions, connecting people and enriching how everyone works and lives.
We are seeking a dynamic and experienced Customer Experience Manager to spearhead our "Customer First" strategy, taking ownership of the entire customer journey and the critical KPIs associated with it. In this pivotal role, you will not only lead but champion the strategic and tactical direction of our customer feedback program. Your mission will be to immerse yourself in developing a profound understanding of our customers' needs and behaviors, driving continuous improvements that elevate their experience to new heights.
The ideal candidate will possess a passion for defining and implementing an unprecedented customer journey. Armed with a deep-seated commitment to excellence, you will inspire and collaborate seamlessly across cross-functional teams to swiftly translate customer insights into impactful actions. Your leadership will be instrumental in fostering a culture where every decision and initiative is grounded in a relentless pursuit of customer satisfaction and loyalty.
Responsibilities
Develop and Implement Strategy: Lead the development and execution of the "Customer First" strategy to ensure a seamless and positive customer experience.
Manage Customer Feedback: Oversee the customer feedback program, including the collection, analysis, and reporting of customer insights.
Analyze Customer Feedback: Utilize customer feedback to identify trends, friction points, and opportunities for improvement.
Inspire Organizational Change: Work with cross-functional teams to implement changes based on customer feedback, fostering a customer-centric culture throughout the organization.
Drive Continuous Improvement: Develop and track key performance indicators (KPIs) related to customer experience, using data to drive continuous improvement initiatives.
Stakeholder Engagement: Collaborate with senior leadership and various departments to ensure customer feedback is incorporated into strategic planning and decision-making.
Customer Advocacy: Ensuring customer needs and perspectives are prioritized.
Qualifications
Analytical Skills: Strong analytical skills with the ability to interpret customer feedback data and translate it into actionable insights.
Leadership: Demonstrated ability to lead and inspire cross-functional teams to achieve common goals.
Communication: Excellent verbal and written communication skills, with the ability to present findings and recommendations clearly and persuasively.
Customer Focus: Deep understanding of customer-centric principles and a passion for enhancing the customer experience.
Project Management: Strong project management skills with the ability to manage multiple initiatives simultaneously.
Technical Skills: Proficiency with customer feedback tools and platforms. Experience with Medallia is a plus.
Problem-Solving: Creative problem-solving skills with a focus on delivering innovative customer experience solutions.
Adaptability: Ability to thrive in a fast-paced, dynamic environment and manage change effectively.
Minimum Requirements:
Bachelor's degree in a related field.
8-10 years of experience in customer feedback program management.
Proven ability to analyze customer feedback and drive organizational change.
Excellent communication and leadership skills.
Proficiency in customer feedback tools, with Medallia experience preferred.
Benefits Offered
We are proud to offer a comprehensive and competitive benefits package:
401(k) matching
Medical, Rx, Dental and Vision insurance
Disability insurance
Flexible spending account
Health savings account
Life insurance
Tuition reimbursement
Paid vacation and personal days
Paid holidays
Employee Assistance Program
Annual bonus program to eligible employee's based upon organization performance
Salary
Pay range (commensurate with skills and experience): $74,384 - $112,752
Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.
Consolidated Communications Enterprise Services, Inc. is an AA/EEO/Veterans/Disabled Employer.
