Senior Manager Customer Experience
vor 2 Monaten
Design and scale a global enterprise level Customer sentiment key performance indicator (KPI) framework Provide thought leadership to advance the Customer Experience (CX) maturity and know-how at Infineon Coach, advise, and partne r with business colleagues to recommend the best tactics to p rovide meaningful customer intelligence data Lead the Voice of Customer methodology including passive and active data capture , ensuring data continuity across the customer end-to-end touchpoints Partner closely with IT and Qualtrics product owners to ensure timely and seamless listening program execution and reporting measures are effectively enabling action improvement Coach and consult with colleagues to foster sustainable and measurable improvement actions to increase Customer Performance Indicator ( CPI) effectiveness, Net Promoter Score (NPS) , and Customer Experience (CX) outcomes Tell the story from our customers’ eyes using data-driven insights Create and deliver presentations at all levels within the organization (senior executives, management colleagues, to college interns) evangelizing Customer Experience (CX) culture and customer-centricity As a Senior Manager Customer Experience, you recognize and seize the potential for improving efficiency with dedication and commitment. Furthermore, you establish reliable communication skills and know how to establish lasting relationships and networks. Lastly, you actively look for the ideal solution and engage in professional debates with the relevant people, instead of accepting rash compromises.
You are best equipped for this task if you have:
Bachelor’s degree in Business Administration, Marketing, Communications, or a similar discipline 5+ years of Customer Experience in Program management in a Global company 2 years of Semiconductor experience Experience owning program strategy and end-to-end delivery Experience working in a complex cross-functional Business-to-business (B2B) company with 20k+ employees. Experience with Design Thinking methodologies processes Experience leveraging data-driven insights to lead strategic discussions Experience setting business objectives, defining positive outcomes, and generating delivery roadmap Authentic and skilled communicator – and facilitator of complex concepts/ideas made simple for various audience levels (regional, executive, management, and front line) 2 years experience fostering CX key performance indicators (NPS, CSAT, CES) in business-to-business (B2B) and business-to-customer (B2C), to improve customer loyalty and customer lifetime value Skilled mentoring and coach with the ability to collaboratively partner with business stakeholders in supporting customer-centricity
Benefits
Coaching, mentoring networking possibilities Wide range of training offers & planning of career development International assignments Different career paths: Project Management, Technical Ladder, Management & Individual Contributor Flexible working conditions Home office options Part-time work possible (also during parental leave) Sabbatical On-site creche and kindergarden with 220 spots, open until 5:30pm Holiday child care On-site social counselling and works doctor Health promotion programs On-site gym, jogging paths, beachvolleyball, tennis & soccer court On-site canteen Private insurance offers Wage payment in case of sick leave Corporate pension benefits Flexible transition into retirement Performance bonus Reduced price for public transport and very own S-Bahn station Access for wheelchairs Possibility to work remotely from abroad (EU)-
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