AVP - Customer Experience and Insights

工作内容

What We’ll Bring

The Customer Experience and Insights Manager will be responsible for leading the ongoing management, gathering and analysis of voice of customer (VOC) generating insights to influence critical product, service and experience design that improve customer retention, loyalty and overall experience with the TUCIBIL offerings

What You’ll Bring

• Responsible for creating a stellar and successful digital experience for customers, ensuring that each touchpoint of the customer journey is effective and engaging as well.
• Having a clear understanding of who the company’s customers are, the target demographics, and translate it into digital experiences to drive business growth.
• Tracking the brand and business metrics periodically to identify impact of interventions and suggest corrective actions. Initiatives for building brand preference, providing strategic inputs towards positioning, creative development & media planning Key project includes - Idea generation, communication development and testing
• Enhance organizational understanding of different customer segment, their needs, behaviors & attitude. Provide strategic inputs for product development, service offering and pricing to ensure right customer value proposition to enhance the portfolio quality
• Monitor, Evaluate & Improve Customer Satisfaction (CSAT), Customer Churn Rate, and Customer Retention
• Perform deep dives to identify pain points and draw out actionable insights. Develop customer journey maps and flows to support business units and support units in creating User Interface (UI) wireframes, products and customer-interfacing solutions
• Give the products a human-element tailoring the proposition (benefits, marketing messaging etc) to the needs of the end consumer by conducting design thinking workshops, customer research and A/B testing
• Pilot and own ‘ Customer First ’ cross-functional initiatives that improve end-to-end customer experience
• Enable the use of customer data and CX design principles to support business decisions, including digital transformation
• Create fully-annotated UX specifications to provide instruction and guidance to design teams
• Develop listening points in the customer journey, define segmentation of customer base and identify opportunities for improvement of existing services, introduction of new services, and scaling of all operations
• Evaluating website traffic according to metrics such as a number of visitors, visitor demographics, session length, conversion rate, new customer acquisition cost, and more.
• Creating an ecommerce strategy and other digital sales strategies. Managing and accessing the customer life cycle and the digital experience life cycle.
• Working closely with the digital marketing team to ensure alignment on key messages, goals, and overall experience.
• Identify pain points, delight deprivers and delight drivers across each stage in the customer’s lifecycle Conduct user research and collect feedback from customers in a holistic way across touch points. Craft new and delightful Omni-channel journeys that minimizes friction and maximizes satisfaction
• Undertaking competitive benchmarking, reports from research industry (CEB) etc. to generate insights on the customer needs and behavior and share the same with the business teams
• Assisting with the organization’s digital transformation efforts.
  

Impact You’ll Make

• This position will provide subject matter expertise in the areas of customer research, enterprise loyalty survey, data/analytics and insights generation, CX measurement, experience design and enablement. Will work in in direct partnership and collaboration with multiple teams - Marketing, Sales, Technology & will be responsible to strengthen and improve CX capabilities across DTC channels to enable significant and sustainable business growth.
  

TransUnion Job Title

Sr Consultant, Consumer Insights and Experience