Head Of Platform Measurement
About The Position
This role leads the measurement and analysis of customer experience to inform organizational improvements and strategies. It involves designing measurement frameworks, analyzing data, and collaborating with cross-functional teams to enhance customer satisfaction. The role is distinguished by its integration of quantitative and qualitative data to generate actionable insights and guide decision-making. Success is measured by the accuracy of customer experience assessments, effectiveness of insights, and impact on customer satisfaction metrics. The work directly influences organizational strategies and customer interactions, driving continuous improvement in service quality.
Requirements
- Business Process Design (Required)
- Cross-Functional Project Management (Required)
- Customer Experience Design (Required)
- Customer Experience Management (Required)
- Customer Experience Metrics (Required)
- Data Analysis (Required)
- Leadership (Required)
- Stakeholder Management (Required)
- Strategic Thinking (Required)
- At least 18 years of age
- Legally authorized to work in the United States
Nice To Haves
- Bachelor's Degree and 7 years of related work experience OR a combination of education and experience deemed equivalent (Required)
- 4-7 years Proven experience in service strategy development, customer experience, or related roles. (Preferred)
- 2-4 years Strong leadership experience with the ability to lead and inspire cross-functional teams. (Preferred)
- 2-4 years Comprehensive understanding and experience in customer service dynamics, operational processes, and industry best practices. (Preferred)
Responsibilities
- Develop and maintain a comprehensive customer experience measurement framework using quantitative and qualitative metrics to guide organizational strategy
- Analyze customer data to identify trends and provide actionable insights that support improvements in processes, service, and technology
- Monitor and evaluate the impact of customer experience initiatives, refining strategies to ensure ongoing enhancement of customer satisfaction
- Lead and mentor a team to achieve performance goals and foster a collaborative environment focused on growth and development
- Collaborate with cross-functional partners and senior leadership to align customer experience strategies with organizational objectives
- Also responsible for other duties/projects as assigned by business management as needed
Benefits
- competitive base salary and compensation package
- annual stock grant
- employee stock purchase plan
- 401(k)
- access to free, year-round money coaches
- medical, dental and vision insurance
- a flexible spending account
- 401(k)
- employee stock grants
- employee stock purchase plan
- paid time off
- up to 12 paid holidays
- paid parental and family leave
- family building benefits
- back-up care
- enhanced family support
- childcare subsidy
- tuition assistance
- college coaching
- short- and long-term disability
- voluntary AD&D coverage
- voluntary accident coverage
- voluntary life insurance
- voluntary disability insurance
- voluntary long-term care insurance
- mobile service & home internet discounts
- pet insurance
- access to commuter and transit programs
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What This Job Offers
Job Type
Full-time
Career Level
Manager
