What are the responsibilities and job description for the Senior Director Voice of Customer and CX position at a4 Media?
About Us
We are Optimum, a leader in the fast-paced world of connectivity. Our mission is to empower lives, fuel businesses, and drive innovation by providing reliable, high-speed connectivity solutions that keep the world connected.
Job Summary
The Senior Director of the Voice of the Customer (VoC) Program will play a key role in driving organizational change to improve customer experience. This individual will analyze, monitor, and communicate customer feedback to stakeholders throughout Altice USA.
Responsibilities
- Lead the strategy, development, and evolution of Altice USA's Voice of the Customer Program.
- Oversee the design and deployment of surveys, ensuring they effectively capture the customer's experience in the appropriate areas.
- Establish and maintain best practices in survey design.
- Guide survey management, data analytics, and reporting.
- Create and maintain dashboards and reports that track customer feedback, trends, sentiment, and satisfaction metrics.
- Empower cross-functional stakeholders with access to actionable data through intuitive dashboards and reports, facilitating informed decision-making.
- Continually drive VoC program enhancements, including implementation of new feedback collection, advanced analytics, and efficient reporting with a continuous improvement mindset.
- Address and resolve issues related to the feedback process, collaborating with the Data team as necessary.
Qualifications
- Bachelor's degree in social science, data science, mathematics, or a related field.
- 15 years' experience in an analytics or customer insights role, with a minimum of 5 years leading VoC insights programs, customer experience initiatives, Telecom experience a must.
- 10-15 years' experience in survey research design and methodology.
- Strong expertise in both qualitative and quantitative research methods, including surveys, interviews, and data analysis.
- Experience with using Qualtrics XM suite.
- Proficiency in modeling, dashboarding, and use of Qualtrics Discover or other speech analytics tools.
- Expertise in Net Promoter Score (NPS) methodology and other feedback collection methodologies.
About Our Culture
At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers.
