Customer Experience (CX) Program Specialist

Busch Group•Virginia Beach, VA

1d•$84,000 - $98,000•Hybrid

About The Position

Busch Vacuum Solutions is a leading manufacturer of vacuum pumps, compressors, and blowers for use in industries such as semiconductor manufacturing, food processing, metallurgy, biomedical, and material handling. We currently have an exciting direct-hire opportunity for a Customer Experience (CX) Program Specialist at our U.S. headquarters in Virginia Beach, Virginia! The Customer Experience (CX) Program Specialist supports the execution, management and continuous improvement of Customer Experience programs across the organization. This role will help manage Voice of Customer initiatives, customer surveys, CX reporting, customer insights and established CX processes while supporting cross functional improvement projects. The Customer Experience (CX) Program Specialist will take day to day ownership of assigned CX programs and ensure they continue to operate effectively after implementation. The role will also analyze customer feedback and performance data, identify trends and improvement opportunities and coordinate actions with teams across the organization. This position is well suited for someone who is analytical, organized and comfortable working across multiple departments. The ideal candidate will be able to manage recurring programs independently while also supporting new CX initiatives and smaller projects.

Requirements

High School Diploma or GED required; Bachelor’s degree in Business, Marketing, Analytics, Customer Experience, Communications, or related field preferred. Equivalent relevant professional experience may be considered in place of a degree.
Two (2) or more years of experience in Customer Experience, customer insights, analytics, marketing, business analysis, program coordination, or related role required.
Experience working with data, reporting and performance metrics, including creating or maintaining business reports, dashboards or performance measurement solutions required.
Experience using Excel, Power BI or similar reporting tools to create or maintain dashboards and performance reporting required.
Ability and willingness to pass a 10-panel drug screen, 7-year criminal history check
Most felonies are a disqualifier, misdemeanors are considered on a case-by-case basis
Willingness and ability to wear required personal protective equipment (PPE)
Willingness and ability to travel domestically up to 10% as business needs require
Valid Drivers’ License must be maintained throughout employment that meets Busch insurance standards
Employment with Busch Vacuum Solutions requires current work authorization in the United States. Visa sponsorship is not available for this position.

Nice To Haves

Experience supporting Voice of Customer programs, closed loop feedback, customer journey work or smaller projects and improvement initiatives is preferred.
Microsoft Power BI including dashboard maintenance, data visualization and report development; Microsoft Excel and Microsoft 365; customer survey or feedback management platforms; familiarity with CRM or ERP systems and customer data is preferred.

Responsibilities

Manage ongoing Voice of Customer programs including CSAT, CES, NPS and other customer feedback initiatives.
Administer customer surveys and associated processes using approved survey platforms and tools.
Coordinate survey scheduling, customer audience preparation, deployment and response monitoring.
Monitor survey participation and identify opportunities to improve response rates and feedback quality.
Analyze quantitative and qualitative customer feedback to identify trends, recurring themes and emerging concerns.
Categorize customer comments, pain points and root causes to support broader CX improvement efforts.
Maintain survey documentation, processes and reporting standards.
Recommend improvements to survey programs based on customer feedback, business needs and program performance.
Support the development of new customer feedback programs as Customer Experience capabilities evolve.
Maintain recurring Customer Experience dashboards, scorecards and reporting.
Prepare monthly, quarterly and ad hoc CX reports for business stakeholders and leadership.
Monitor key Customer Experience metrics including CSAT, CES, NPS, response rates and other defined KPIs.
Maintain and enhance Power BI dashboards and reporting solutions as business requirements evolve.
Validate reporting data and investigate inconsistencies or data quality concerns.
Identify meaningful trends, changes and patterns in customer feedback and performance data.
Translate customer and business data into clear observations, insights and recommended actions.
Prepare reporting materials and summaries for Customer Experience and leadership reviews.
Partner with the CX Business Systems Analyst and other stakeholders when reporting requires new data sources, system changes or data improvements.
Take day to day ownership of assigned Customer Experience programs and processes following implementation.
Coordinate recurring program activities, stakeholders, deliverables and timelines.
Monitor program performance and recommend improvements when needed.
Maintain program documentation, procedures and supporting materials.
Ensure established CX initiatives continue to operate consistently and effectively.
Identify risks, issues or improvement opportunities and escalate them to the Customer Experience Program Manager when appropriate.
Support the transition of newly implemented CX initiatives into sustainable ongoing programs.
Continuously identify opportunities to improve program efficiency, effectiveness and customer impact.
Support and administer customer detractor, service recovery and closed loop feedback programs.
Monitor customer follow up and resolution activities.
Coordinate with Customer Service, Service, Sales and other departments when customer action is required.
Track recurring customer concerns, root causes and resolution trends.
Identify systemic issues that may require broader process or experience improvement.
Maintain processes and tools used to track customer feedback through follow up and resolution.
Monitor program performance against established follow up and resolution expectations.
Provide recurring insights on customer issues and areas of opportunity.
Independently manage smaller Customer Experience projects and improvement initiatives within the scope of the role.
Support larger cross functional Customer Experience and business transformation initiatives led by the Customer Experience Program Manager.
Coordinate stakeholders, project activities, timelines and follow up actions for assigned initiatives.
Support customer journey mapping and process improvement efforts.
Document customer pain points, process gaps and improvement opportunities.
Assist with current state and future state process documentation.
Support implementation, communication, training and adoption of new CX processes and programs.
Monitor implemented changes to determine whether they are achieving intended customer and business outcomes.
Take ownership of assigned projects or programs after implementation when appropriate.
Build effective working relationships with Customer Service, Service, Sales, Marketing and other customer facing and support teams.
Gather feedback from internal stakeholders to better understand customer and business challenges.
Coordinate actions and follow up activities associated with Customer Experience initiatives.
Participate in and facilitate working sessions, project meetings and program reviews as needed.
Communicate customer insights and CX priorities in a clear and actionable manner.
Support efforts to strengthen customer centric thinking and decision making across the organization.
Act as a resource for teams seeking customer feedback, CX reporting or program support.