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Posted : Sunday, September 24, 2023 03:02 PM
About the Role:
Grade Level (for internal use): 13
The Role: Director of CX and Insights
The Team:
The Director of CX will be responsible for all Voice of Customer research and insights including NPS tracking, Customer Experience (CX) Feedback, and custom quantitative and qualitative research.
Deepening our understanding of what exceeds our customer’s expectations, driving insights that will have a meaningful impact on the customer experience across all channels and creating a culture of customer-centricity throughout the organization.
Responsibilities and Impact: Manage a portfolio of Voice of the Customer projects by leading analysis, business case development, strategic storytelling, and cross-enterprise facilitation.
Lead cross-enterprise/divisional VOC governance team to operationalize the regular, systematic use of customer insights, enabled by standardized processes, systems, reports, and metrics along with automated tools.
Oversee the VOC team in developing a global view and understanding of the customer experience across divisions and for multi-divisional customers.
Ongoing execution of Relationship NPS program and Competitive NPS, including collaboration with key stakeholders, management of NPS platform, ensuring a robust and consistent data set, maintaining data integrity, analysis and report development/distribution Oversee the evaluation and utilization of third-party research resources including research partners and tools.
Foster an organization-wide culture of customer-centricity and curiosity including creating and supporting enterprise-wide training initiatives to promote awareness and the importance of customer insights.
Guide and develop other enterprise CX team members.
Prepare presentations to business partners and senior leaders, including tracking of goals and reporting on NPS performance across all divisions, What We’re Looking For : Qualifications: 7+ years of experience in customer insights, business analytics, strategy or related field.
The ability to shift from details to the big picture seamlessly in order to make decisions, think strategically, and provide recommendations to all levels of the organization.
Experience working in a fast-paced, data-driven environment and in ambiguous situations.
A strong drive for results with a passion for customer insights Robust knowledge of customer survey research design as well as quantitative and qualitative analytical skills.
Demonstrated knowledge of key customer experience metrics and methodology (specifically NPS).
Keep up to date with new customer experience insights, technology, and techniques.
Preferred Qualifications: Bachelors degree from accredited college or university Compensation/Benefits Information (US Applicants Only): S&P Global states that the anticipated base salary range for this position is $107,100 to $210,300.
Final base salary for this role will be based on the individual’s geographical location as well as experience and qualifications for the role.
In addition to base compensation, this role is eligible for an annual incentive plan.
This role is eligible to receive additional S&P Global benefits.
For more information on the benefits we provide to our employees, visit link https://spgbenefits.
com/benefit-summaries/us What’s In It For You? Our Purpose: Progress is not a self-starter.
It requires a catalyst to be set in motion.
Information, imagination, people, technology–the right combination can unlock possibility and change the world.
Our world is in transition and getting more complex by the day.
We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow.
At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities.
We Accelerate Progress.
Our People: We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective.
Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.
From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it.
We are changing the way people see things and empowering them to make an impact on the world we live in.
We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business.
We’re constantly seeking new solutions that have progress in mind.
Join us and help create the critical insights that truly make a difference.
Our Values: Integrity, Discovery, Partnership At S&P Global, we focus on Powering Global Markets.
Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead.
We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.
Benefits: We take care of you, so you can take care of business.
We care about our people.
That’s why we provide everything you—and your career—need to thrive at S&P Global.
Our benefits include: Health & Wellness: Health care coverage designed for the mind and body.
Flexible Downtime: Generous time off helps keep you energized for your time on.
Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
Family Friendly Perks: It’s not just about you.
S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.
For more information on benefits by country visit: https://www.
spglobal.
com/en/careers/our-culture/ Diversity, Equity, and Inclusion at S&P Global: At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets.
Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work.
It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.
----------------------------------------------------------- Equal Opportunity Employer S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law.
Only electronic job submissions will be considered for employment.
If you need an accommodation during the application process due to a disability, please send an email to: EEO.
Compliance@spglobal.
com and your request will be forwarded to the appropriate person.
US Candidates Only: The EEO is the Law Poster https://www.
dol.
gov/ofccp/regs/compliance/posters/pdf/eeopost.
pdf describes discrimination protections under federal law.
----------------------------------------------------------- 10 - Officials or Managers (EEO-2 Job Categories-United States of America), MRKTNG103.
2 - Middle Management Tier II (EEO Job Group), SWP Priority – Ratings - (Strategic Workforce Planning) Job ID: 295265 Posted On: 2024-01-18 Location: Charlottesville, Virginia, United States
Deepening our understanding of what exceeds our customer’s expectations, driving insights that will have a meaningful impact on the customer experience across all channels and creating a culture of customer-centricity throughout the organization.
Responsibilities and Impact: Manage a portfolio of Voice of the Customer projects by leading analysis, business case development, strategic storytelling, and cross-enterprise facilitation.
Lead cross-enterprise/divisional VOC governance team to operationalize the regular, systematic use of customer insights, enabled by standardized processes, systems, reports, and metrics along with automated tools.
Oversee the VOC team in developing a global view and understanding of the customer experience across divisions and for multi-divisional customers.
Ongoing execution of Relationship NPS program and Competitive NPS, including collaboration with key stakeholders, management of NPS platform, ensuring a robust and consistent data set, maintaining data integrity, analysis and report development/distribution Oversee the evaluation and utilization of third-party research resources including research partners and tools.
Foster an organization-wide culture of customer-centricity and curiosity including creating and supporting enterprise-wide training initiatives to promote awareness and the importance of customer insights.
Guide and develop other enterprise CX team members.
Prepare presentations to business partners and senior leaders, including tracking of goals and reporting on NPS performance across all divisions, What We’re Looking For : Qualifications: 7+ years of experience in customer insights, business analytics, strategy or related field.
The ability to shift from details to the big picture seamlessly in order to make decisions, think strategically, and provide recommendations to all levels of the organization.
Experience working in a fast-paced, data-driven environment and in ambiguous situations.
A strong drive for results with a passion for customer insights Robust knowledge of customer survey research design as well as quantitative and qualitative analytical skills.
Demonstrated knowledge of key customer experience metrics and methodology (specifically NPS).
Keep up to date with new customer experience insights, technology, and techniques.
Preferred Qualifications: Bachelors degree from accredited college or university Compensation/Benefits Information (US Applicants Only): S&P Global states that the anticipated base salary range for this position is $107,100 to $210,300.
Final base salary for this role will be based on the individual’s geographical location as well as experience and qualifications for the role.
In addition to base compensation, this role is eligible for an annual incentive plan.
This role is eligible to receive additional S&P Global benefits.
For more information on the benefits we provide to our employees, visit link https://spgbenefits.
com/benefit-summaries/us What’s In It For You? Our Purpose: Progress is not a self-starter.
It requires a catalyst to be set in motion.
Information, imagination, people, technology–the right combination can unlock possibility and change the world.
Our world is in transition and getting more complex by the day.
We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow.
At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities.
We Accelerate Progress.
Our People: We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective.
Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.
From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it.
We are changing the way people see things and empowering them to make an impact on the world we live in.
We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business.
We’re constantly seeking new solutions that have progress in mind.
Join us and help create the critical insights that truly make a difference.
Our Values: Integrity, Discovery, Partnership At S&P Global, we focus on Powering Global Markets.
Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead.
We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.
Benefits: We take care of you, so you can take care of business.
We care about our people.
That’s why we provide everything you—and your career—need to thrive at S&P Global.
Our benefits include: Health & Wellness: Health care coverage designed for the mind and body.
Flexible Downtime: Generous time off helps keep you energized for your time on.
Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
Family Friendly Perks: It’s not just about you.
S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.
For more information on benefits by country visit: https://www.
spglobal.
com/en/careers/our-culture/ Diversity, Equity, and Inclusion at S&P Global: At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets.
Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work.
It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.
----------------------------------------------------------- Equal Opportunity Employer S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law.
Only electronic job submissions will be considered for employment.
If you need an accommodation during the application process due to a disability, please send an email to: EEO.
Compliance@spglobal.
com and your request will be forwarded to the appropriate person.
US Candidates Only: The EEO is the Law Poster https://www.
dol.
gov/ofccp/regs/compliance/posters/pdf/eeopost.
pdf describes discrimination protections under federal law.
----------------------------------------------------------- 10 - Officials or Managers (EEO-2 Job Categories-United States of America), MRKTNG103.
2 - Middle Management Tier II (EEO Job Group), SWP Priority – Ratings - (Strategic Workforce Planning) Job ID: 295265 Posted On: 2024-01-18 Location: Charlottesville, Virginia, United States
• Phone : NA
• Location : Carnegie, PA
• Post ID: 9057495097
