eCommerce Customer Experience Program Manager at Lenovo in Raleigh, North Carolina

Job Description:

eCommerce Customer Experience Program Manager

- Job ID #:85831
- Location:USA-NC-Raleigh
- Functional Area:Marketing
- Facility:Corporate Office
- Relocation Provided:No
- Education Required:Bachelors Degree
- Experience Required:3 - 5 Years
- Travel Percent:0.00

Position Description:
This position is part of the Global eCommerce Team. We are currently seeking a Customer Experience Program Manager experienced in managing and optimizing the Voice of the Customer business management system for a large eCommerce organization. This person will be working across geography teams to manage end to end projects that improve CX KPIs by initiating, driving and reporting on eCommerce KPI goal attainment.
Key responsibilities:
* Project Management
o Collaborate with the UX Analyst to identify major issues impacting Overall Satisfaction scores; identify actions to address pain points
o Establish relationships with the WW and geography teams owning CX improvement actions and manage action plans for addressing CX issues with CX focals on those teams
o Coordinate with CX and UX analyst to report on impact of actions to OSAT scores at monthly cadence meetings
o Prepare materials for the monthly CX KPI review meetings with Geo CX focals focused on action tracking and sharing of new actions
o Prepare information for monthly CX Executive Review meetings to share global actions and tangible impact on CX KPIs
o Monitor Jira dashboards and data analysis and react to trend changes
o Collect and identify survey content and functional improvements and drive those changes through design, development and QA process
* CX Feedback analysis
o Review daily customer comments to provide insights and create improvement action ideas
o Provide customer comment analysis to UX PMs to inform their projects
o Provide comment analysis for global and geography teams as requested on ad hoc basis
* CX Tools
o Manage the relationship with CX vendors
o Serve as Admin and super user for various CX tools, such as Quantum Metric, Clarabridge and Confirmit
o Provide support and training for eCommerce team to address issues and challenges with the CX tools
o Work with the NLP engine vendor to optimize VOC taxonomy for eCommerce

Position Requirements:
* Ecommerce/UX experience
o 3-5 years of previous User Experience work in an eCommerce environment. Prefer experience working on large eCommerce websites
o Understanding of effective web design, e-commerce and key UX principles
o Demonstrated experience working in a fast-paced environment where innovation is expected
* Customer Experience
o Minimum of 2 years of experience working on projects focused on improving digital customer experience. Experience working on CX projects for ecommerce is preferred.
o Strong knowledge of CX metrics (OSAT, NPS, churn rate, retention, CLV, CES) and working knowledge of how to improve those metrics
o Experience with CX tools (Confirmit, Quantum Metric, Clarabridge or similar)
* Project Management
o Solid project management and organizational skills to manage many projects with different deadlines
o Experience with the agile methodology and with key agile tools like JIRA
o Ability to easily conform to shifting priorities, demands and timelines
o Ability to work on several projects simultaneously with demonstrated ability to prioritize tasks independently
o Experience at working both independently and in a team-oriented, collaborative environment is essential
o Strong self-initiative with the ability to identify areas of improvement with little direction
o Fine attention to detail with the ability to produce accurate end-results
o Strong Microsoft Office (PowerPoint, Excel, Word) skills
* Communication
o Excellent communication and presentation skills are crucial since this position will work with multiple cross-functional teams
o Comfortable with communicating/advocating for projects with executives
o Possess a positive attitude and ability to work in a collaborative and energetic team environment
o Ability to drive adherence to deadlines with many different teams
* Education
o Bachelor's degree
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. .