Customer Experience Coaching Coordinator (Hybrid)
About The Position
The Customer Experience Coaching Coordinator is responsible for designing, implementing, and continuously improving the organization's interaction coaching program to support the customer intimacy strategy and promote consistent coaching practices across customer interaction channels. This role serves as the program's subject matter expert, developing coaching methodologies, evaluation standards, learning resources, and performance tools that enable effective and consistent coaching throughout the ecosystem. Using quality metrics, coaching outcomes, customer insights, and operational data, the Customer Experience Coaching Coordinator evaluates program effectiveness, identifies opportunities for improvement, and provides actionable recommendations to enhance the customer experience. The role collaborates with Customer Experience, business leaders, and Interaction Coaches to support program adoption, facilitate calibration, and implement continuous improvements that align with organizational priorities.
Requirements
- High school diploma, or equivalent, with related experience demonstrating the knowledge, skills, and abilities necessary to perform the essential functions of the position.
- Ability to design, implement, evaluate, and continuously improve interaction coaching programs, methodologies, and performance improvement initiatives.
- Knowledge of customer experience principles, customer intimacy strategies, interaction quality standards, coaching methodologies, and adult learning principles.
- Ability to analyze coaching outcomes, quality metrics, customer feedback, and operational data to identify trends, root causes, and opportunities for continuous improvement.
- Ability to develop coaching frameworks, evaluation criteria, scorecards, dashboards, reports, and actionable performance insights.
- Ability to design, develop, and facilitate workshops, training programs, coaching resources, job aids, and other learning materials that support employee development and performance improvement.
- Ability to build collaborative relationships, consult with business partners, facilitate calibration sessions, and influence outcomes across departments without direct supervisory authority.
- Ability to evaluate program effectiveness, recommend and implement improvements, and promote consistent coaching, evaluation, and calibration practices across the organization.
- Strong business acumen, project management, communication, and presentation skills.
- Proficiency with Microsoft Office applications, such as Word, Excel, and PowerPoint.
- Proficiency with Customer Experience intelligence tools such as Scorebuddy.
Responsibilities
- Design, coordinate, deliver, and continuously improve the organization's interaction quality coaching program, ensuring it supports the customer intimacy strategy and promotes consistent coaching practices across customer interactions.
- Develop and maintain standardized coaching methodologies, evaluation criteria, workflows, tools, documentation, and expectations that guide the evaluation and coaching of customer interactions across the organization.
- Evaluate the effectiveness, consistency, adoption, and overall health of the interaction coaching program, identifying opportunities to improve execution, coaching quality, and program outcomes.
- Analyze coaching results, quality metrics, customer sentiment, and interaction trends to identify recurring behaviors, performance gaps, root causes, and opportunities to improve the customer experience.
- Develop and maintain scorecards, dashboards, reports, and actionable insights that communicate coaching performance and customer experience trends, providing recommendations and partnering with division leadership to support continuous improvement.
- Design, develop, and facilitate targeted workshops, training programs, conversation guides, job aids, and other learning resources for frontline employees, agents, and Interaction Coaches based on organizational priorities and emerging trends.
- Serve as a subject matter expert for the interaction coaching program by providing Interaction Coaches with guidance, calibration support, best practices, tools, and resources needed to deliver effective, consistent coaching.
- Collaborate with Customer Experience and organizational leadership to evaluate how effectively the customer intimacy strategy is demonstrated across phone, chat, email, text, and other customer interaction channels.
- Administer and optimize customer experience intelligence platforms (e.g., Scorebuddy), including system configuration, evaluation frameworks, analytics, reporting, and continuous enhancements that support coaching effectiveness and customer experience initiatives.
- Facilitate calibration sessions and collaborative reviews to promote consistent interpretation of interaction standards, coaching expectations, evaluation criteria, scoring practices, and customer intimacy behaviors across teams and divisions.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
