Genentech is seeking a Voice of Customer Lead. The Portfolio CX team within Genentech Business Operations is seeking a Voice of the Customer (VoC) Service Lead to join us in building out an exciting new VoC program across Genentech. The VoC program systematically captures patient, provider, and organized customer feedback around their experiences with Genentech’s products and services. By detecting patterns, anticipating needs, predicting behavior, and focusing attention, the VoC program plays a vital role in improving customer experience. The VoC Lead will oversee the design, implementation, and optimization of the service, as well as the collection and analysis of customer feedback to advance cross-functional closed loop improvement initiatives. In this role, you will be deeply involved in developing the roadmap of our VoC program, refining it on an ongoing basis, and communicating its status to enterprise-wide executive stakeholders. You are passionate about using the voice of the customer data and insights to facilitate a strong customer experience and to ultimately impact the business growth. As the work product owner of the VoC service, this position will ultimately oversee strategies, capabilities and priorities of the service team, ensuring that it is delivering maximum value to our customers.
(San Francisco, CA)
Forrester is looking for a Senior Analyst, CX Index. The Customer Experience Index (CX Index™) product team supports our clients with the most complete and powerful proprietary CX tool in the market today. The CX Index evaluates over 600 brands across 15 industries in North America, Europe, and Asia. It gives our clients a deep and actionable understanding of the quality of their customer experience; competitive benchmark data so that our clients know how they stack up against their peers; and the ability to model which improvements will have the biggest impact on our clients’ revenue.
The Senior Analyst is a critical member of the CX Index product team, whose responsibilities include supporting our clients, advising them on how to improve the quality of their customer experience, and guiding them on how to transform their organization around the customer. This will be achieved by analyzing CX Index data and delivering actionable advice through client inquiries and engagements as well as written deliverables and reports.
The ideal candidate is an expert in the customer experience space and has deep understanding of the challenges that companies face today in the age of the customer. This individual must stay abreast of these issues, link them to our CX Index data and insights, and advance our thought leadership in this space. The successful candidate will also play an integral role in guiding and supporting future innovations of the CX Index product globally.
Project Management Institute is looking for an Insights Analyst PMI is evolving, and to support this transformation we have built a Voice of Customer (VoC) program as part of its Customer Centricity pillar. PMI has invested in the Clarabridge platform to help mature the VoC program and we require a dedicated insight analyst to continuously measure customer satisfaction, align these findings with our value tree, and make suggestions on how to improve services based upon that data.
(Newtown Square, PA)
E-Source is seeking a Consultant, Consulting & Advisory Services (Contractor).
E Source is looking for an energetic, passionate, and experienced senior-level independent contractor. We are looking for expertise in customer experience and a proven record of meeting clients’ needs in a fast-paced consulting environment.
E Source provides independent research, analytics, and consulting and advisory services to utilities and other key players in the energy marketplace. Our mission is to increase the effectiveness of our members’ operations, programs, and customer relationships while advancing the efficient use of energy.
E Source will delegate specific consultative projects to the independent contractor. The independent contractor will support delivery of large projects with E Source’s Senior Consultant leading. Our consulting services provides timely, cutting-edge, best-practice solutions to utilities and other energy-related companies in the areas of customer experience (including journey mapping), business account management, marketing and communications, and utility programs and services.
This solutions-focused independent contractor will serve as one of the primary customer-facing experts on behalf of the E Source Consulting and Advisory Services The independent contractor will also help provide strategic guidance to E Source's consultative services. It will be essential to have excellent communication skills, solid problem-solving talents, and a passion for delivering on-target consulting solutions.
This is an independent contractor role.
Infinite Campus is seeking aManager, Customer Success Customer success is vital to any company’s long-term sustainability as a business. Customers expect to receive value out of the service they invest in from Infinite Campus Software. The Manager, Customer Success must own this effort of driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). CCXP Preferred.
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