CX Loyalty Lead

TekWissen • Columbus, OH

23h • Onsite

About The Position

TekWissen is seeking a CX Loyalty Lead to act as the regional wireless single point of contact (SPOC) for the Client. The role owns the relationship between the wireless service and the people who rely on it. It combines problem management, user research, and customer analytics to understand how the Wi-Fi experience is perceived and how it performs, then turns those insights into requirements and improvements that build satisfaction and loyalty across the region.

The position is a six-month temporary assignment based onsite in Columbus, Ohio. The lead represents the Client's stakeholders to the delivery team and the delivery team to the Client, while coordinating regional wireless matters and communications.

Requirements

• 10 years of experience.
• Experience with regional wireless single-point-of-contact responsibilities.
• Problem management skills.
• Knowledge of surveys, personas, requirements, and customer analytics.

Responsibilities

• Serve as the primary regional contact for wireless matters, representing the Client's stakeholders to the delivery team and the delivery team to the Client.
• Maintain regular engagement with regional IT, site, and business leaders, including service reviews and governance meetings.
• Coordinate across operations, engineering, and vendor teams to ensure regional issues and requests are progressed and closed.
• Communicate service status, planned changes, and improvement initiatives clearly and proactively.
• Manage regional escalations and own communication during high-impact situations.
• Use problem management, user research, and customer analytics to understand Wi-Fi experience and performance and develop requirements and improvements.

What This Job Offers

• Career Level: Senior
• Education Level: No Education Listed