1+ months

Sr. Specialist, Customer Experience - 2014214

ADT
Boca Raton, FL 33432
!*!

Company Overview:

At ADT, weve been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most. For more information, visit www.adt.com or follow us on Twitter, LinkedIn, Facebook and Instagram.

 

Position Summary:

ADT, the leader in smart home security, continually strives to deliver a world-class customer experience as we continue to find new and innovative ways protect what matters most to our customers. As customer needs and perceptions about home security change, its vital that ADT evolves with it to maintain its leadership in the industry. Given the ever-evolving landscape, ADT is excited for the opportunity to serve its customers in new and engaging ways; helping develop an ecosystem of security across a customers home, on the go, and at work. To do this we are reimagining our customer experience across the entire customer journey and are looking for someone to lead that exciting effort!

 

As a Sr. Specialist, Customer Experience you will be responsible for researching, measuring, and mapping various aspects of the ADT customer experience through an array of data collection, analytical, and storytelling techniques. Intellectual curiosity, an affinity for process, and a desire to understand the what, why, and how will be required. The ideal candidate will be a strong collaborator with a background in customer experience, customer research, and or contact center leadership who enjoys identifying and resolving complex problems through partnership with a variety of cross-functional teams.  

 
Key Responsibilities:
 

Customer Experience Research & Continuous Improvement:

  • Conduct customer research activities and analysis to understand evolving customer expectations, reactions to product features/functionality, and overall impression of ADT shared services (sales, service, support, etc.).
  • Facilitate internal discovery sessions to identify continuous improvement opportunities across customer and agent journeys.  
  • Lead monthly NPS reporting and follow-on analysis to understand ongoing factors of customer satisfaction/dissatisfaction, as well as, drivers of short-term anomalies.
  • Partner with cross functional teams to systematically ensure VOC data is being collected throughout required customer touchpoints. 
Journey Mapping:
  • Create journey maps and service blueprints within journey mapping software and/or other available tools (Visio, PowerPoint, etc.).
  • Assist in the facilitation of focus groups, interviews, and discovery sessions to better understand and map existing customer journeys.
  • Assist in the creation and documentation of customer experience process flows, systems, and measurements to provided consolidated source of truth for consistency across the organization.
  • Serve as customer journey subject matter expert within the CXO and participate in strategic cross-functional projects impacting Customer Experience for assigned lines of business.
CX Measurement:
  • Monitor CX dashboards to identify, propose, and lead continuous improvement initiatives impacting customer experiences across the enterprise.
  • Assist in expansion of voice of customer programs including but not limited to survey creation/analysis, CRM documentation/disposition, and text analytics.
  • Partner with cross-functional teams to identify and implement best in class CX KPIs, ensuring delivery of world-class customer journeys and experience.


!*!

Company Overview:

At ADT, weve been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most. For more information, visit www.adt.com or follow us on Twitter, LinkedIn, Facebook and Instagram.

 

Position Summary:

ADT, the leader in smart home security, continually strives to deliver a world-class customer experience as we continue to find new and innovative ways protect what matters most to our customers. As customer needs and perceptions about home security change, its vital that ADT evolves with it to maintain its leadership in the industry. Given the ever-evolving landscape, ADT is excited for the opportunity to serve its customers in new and engaging ways; helping develop an ecosystem of security across a customers home, on the go, and at work. To do this we are reimagining our customer experience across the entire customer journey and are looking for someone to lead that exciting effort!

 

As a Sr. Specialist, Customer Experience you will be responsible for researching, measuring, and mapping various aspects of the ADT customer experience through an array of data collection, analytical, and storytelling techniques. Intellectual curiosity, an affinity for process, and a desire to understand the what, why, and how will be required. The ideal candidate will be a strong collaborator with a background in customer experience, customer research, and or contact center leadership who enjoys identifying and resolving complex problems through partnership with a variety of cross-functional teams.  

 
Key Responsibilities:
 

Customer Experience Research & Continuous Improvement:

  • Conduct customer research activities and analysis to understand evolving customer expectations, reactions to product features/functionality, and overall impression of ADT shared services (sales, service, support, etc.).
  • Facilitate internal discovery sessions to identify continuous improvement opportunities across customer and agent journeys.  
  • Lead monthly NPS reporting and follow-on analysis to understand ongoing factors of customer satisfaction/dissatisfaction, as well as, drivers of short-term anomalies.
  • Partner with cross functional teams to systematically ensure VOC data is being collected throughout required customer touchpoints. 
Journey Mapping:
  • Create journey maps and service blueprints within journey mapping software and/or other available tools (Visio, PowerPoint, etc.).
  • Assist in the facilitation of focus groups, interviews, and discovery sessions to better understand and map existing customer journeys.
  • Assist in the creation and documentation of customer experience process flows, systems, and measurements to provided consolidated source of truth for consistency across the organization.
  • Serve as customer journey subject matter expert within the CXO and participate in strategic cross-functional projects impacting Customer Experience for assigned lines of business.
CX Measurement:
  • Monitor CX dashboards to identify, propose, and lead continuous improvement initiatives impacting customer experiences across the enterprise.
  • Assist in expansion of voice of customer programs including but not limited to survey creation/analysis, CRM documentation/disposition, and text analytics.
  • Partner with cross-functional teams to identify and implement best in class CX KPIs, ensuring delivery of world-class customer journeys and experience.

Categories

Posted: 2020-09-14 Expires: 2020-11-20

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Sr. Specialist, Customer Experience - 2014214

ADT
Boca Raton, FL 33432

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