Verint Systems, Inc. Customer Analytics Program Manager in Sacramento, California
Customer Analytics Program Manager
Location US-Remote (United States)
Job ID 12101
Overview of Job Function:
The Customer Analytics Program Manager will be responsible for managing the execution of Voice of the Customer (VOC) Global Satisfaction Survey process and delivery, analyzing VOC results and assessing alignment with strategic and operational customer segments. The Customer Analytics Program Manager will liaison across functional roles within the organization to ensure solid participation and comprehensive knowledge transfer of VOC results as it relates the markets served by the organization. He/she will also serve as a resource for other quantitative and qualitative studies as required to enhance customer insights. This position can be located remotely across the U.S.
Principal Duties and Essential Responsibilities:
Manage Verint’s Global Customer Relationship Survey. Project requirements include managing survey design and deployment, participant recommendations, invitation and reminder cycles, as well as creation of results reports in support of executive meetings, strategic business reviews and presentations.
Act as primary point of contact for all official EFM workgroup users by supporting user requests, resolving survey tool usability issues and managing the resolution of issues.
Identify key objectives and expectations regarding custom survey research projects.
Manage multiple survey projects concurrently, utilizing a variety of methodologies/ approaches (ex., open participation, panel based surveys, on-device surveys, and online focus groups)
Facilitate survey research projects to ensure accomplishment of internal client research objectives - this includes sharing best practices on communication, anticipating challenges related to survey design, fielding/data collection, and project deliverables.
Consulting on research topics in order to develop concepts, project plans and reports in support of Sales and Account Management needs that associate CSAT with revenue.
Analyze large data sets in order to communicate compelling insights to internal and external clients.
Provide guidance on utilizing a variety of analytic methods, frameworks and statistical tools to provide insight into operations strategy, performance, and execution.
Transform raw customer data into actionable insights to increase customer service metrics.
Leverage Voice of the Customer (VoC) feedback and journey/touch point mapping to develop, enhance and streamline customers’ experiences.
Continuously improve processes for prioritizing both proactively identified and externally requested information and analyses, as well as finding ways to improve quality, productivity, and communication.
Act as the customer liaison, representing the organization in providing solutions to difficult technical issues associated with specific projects for both internal and external customers.
May perform other additional duties and responsibilities as assigned.
Minimum of 4 years progressive management experience with 6 years overall experience in customer feedback survey design, development of CX dashboards/ scorecards and multi-channel (i.e. phone, web, in-person, etc.) data integration.
Minimum of 2 years applying statistical methods to identify and visualize associations between variables, determine causation, and predict the effects of changes to the user or customer experience.
Bachelor’s Degree or equivalent experience
Research experience with the ability to manage projects from start to finish independently using a variety of research methodologies.
Knowledge of cross-cultural differences in feedback design and analysis
Strong analytical skills including experience in the design and implementation of Customer Experience (CX) analytics and VoC analytics programs and methods.
Ability to prioritize and meet deadlines
Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC and a Social Security verification
Preferred Knowledge, Skills and Experience
Prior experience utilizing Verint EFM or equivalent enterprise feedback platform
Working knowledge of information systems including Salesforce.com is a plus
PC skills including proficiency in MS Word, Excel, PowerPoint, Outlook and Adobe Acrobat
Self starter, with attention to detail, multi-tasking and time management skills.
Strong communication skills, both verbal and written, with C level executives
Strong negotiation skills and ability to positively influence stakeholders
Ability to work within a matrix management environment
Ability to read, analyze and interpret general business periodicals, professional journals, corporate procedures/regulations.
Ability to write reports, business correspondence, and procedure manuals.
As an equal opportunity employer, Verint Systems Inc. prides itself in providing employees with a work environment in which all individuals are treated with respect and dignity. This means we are committed to providing equal opportunity to all qualified employees and applicants for employment without regard to one’s race, color, religion, national origin, age, gender, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation, Veteran status or any other classification protected by applicable federal, state or local laws. This policy applies to all terms and conditions of employment including but not limited to hiring, placement, promotion, compensation, training, leave of absence or termination.