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Customer Experience Operations Associate Project Manager
hace 2 meses
About the Job Thank you for your interest in Axionova Engineering Ltd. Recruiting the right talent is essential to achieving our goals. At Axionova, we are committed to creating industry-leading engineering solutions that enhance the communities we serve. Axionova Engineering Ltd. offers equal consideration to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. We look forward to learning more about you Job Description Customer Experience Operations Associate Project Manager At Axionova, we deliver innovative engineering solutions designed to make a tangible impact. As a part of our team, you'll work at the intersection of customer service, data analysis, and operational efficiency. We believe in enabling meaningful change through solutions that combine cutting-edge technology with a deep understanding of our customers' needs. The Impact Youll Make in This Role As a Customer Experience Operations Associate Project Manager at Axionova, you will have the opportunity to collaborate with some of the brightest and most innovative people in the industry. In this role, you will: - Manage and optimize systems to collect and analyze Customer Experience (CX) and Employee Experience (EX) feedback (e.g., NICE Customer Sentiment, Customer First, formal and informal surveys). - Gather feedback from clients, stakeholders, and employees regarding their experiences with Axionova's Advantage Center and engineering services. - Organize, analyze, and visualize customer data to derive actionable insights into the customer experience. - Support both cross-functional and single-function projects related to CX and EX, collaborating to create solutions that enhance client satisfaction. - Design, implement, and oversee surveys to gather formal and informal feedback. - Prepare and present CX and EX updates to business leaders and key stakeholders. - Support Continuous Improvement (CI) projects that positively transform the end-to-end experience for our clients. - Develop journey maps and other analytical visuals that convey the customer perspective effectively. - Collect and analyze market data for bench marking purposes. - Enhance employee engagement by driving key initiatives and supporting employee experience activities. - Improve and manage reporting on KPIs, such as Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction (CSAT), and Employee Engagement metrics. Your Skills and Expertise To set you up for success in this role from day one, Axionova requires (at least a minimum of the following qualifications: - High School Diploma or equivalent - Two (2) years of experience in Project Management, QA, or leadership roles related to customer experience, ideally within an Advantage Center or similar environment - Additional qualifications that could help you succeed even further in this role include: - Bachelors degree in business, marketing, or a related field - Strong prioritization and time management skills, with experience managing multiple tasks effectively - Proven ability to achieve results and find solutions in complex situations - Analytical skills with a strong ability to interpret and visualize data for actionable insights - Self-motivation and discipline to operate with minimal supervision - Adaptability to evolving team needs and changing priorities - Resilience and problem-solving skills in challenging environments - Experience with data visualization and reporting tools such as Tableau and Power BI - Familiarity with Lean Six Sigma (LSS) and Agile methodologies, including tools like JIRA Work Location Remote (United States) Eligibility Requirements: Must be legally authorized to work in the country of employment without sponsorship for an employment visa (e.g., H1B status). Health Insurance PTO Paid Vacation Paid Travel
