Program Manager B2B Customer Experience Insights - New York, United States - blackinamerica

Description

Job Title: Program Manager B2B Customer Experience Insights & Analytics **Company Name:** American Express **Location:** New York, NY United States **Position Type:** Full Time **Post Date:** 02/18/2022 **Expire Date:** 03/18/2022 **Job Categories:** Financial Services Job Description **Program Manager B2B Customer Experience Insights & Analytics **

The Global Merchant and Network Services (GMNS) teams mission is to become essential to merchants and partners globally by delivering an easy, frictionless, value-added experience that enables them to meet their goals and serve their customers. Within GMNS, the Merchant Experience team leads the merchant Net Promoter System (NPS) program, which drives and measures merchant satisfaction across 17 countries (and growing).

This is a global and high-profile role where you represent the Merchant Experience team in driving successful delivery of critical initiatives and communicating our overall NPS program status to senior leadership and key business partners across the American Express. You are passionate about customer data, with a proven history of driving insights that improve the customer experience. You will partner with leaders across the organization to execute new customer and evolve existing programs as needed to provide a more holistic voice of the customer experience.

You'll come with a strong understanding of customer experience program management, analytics, and the ability to tell a compelling story with data. You will also instill research methodology and best practices to generate deep customer insights, uncover pain points, and track satisfaction over time. Youll develop methodologies and product requirements to gather both quantitative and qualitative data from our customers to inform decision making and strategy. In this role, you will be responsible for leading the strategy of how we manage customer experience program.

This position requires strong program management skills, excellent communication, experience with internal stakeholder management, and the ability to effectively manage stakeholder engagements.

Responsibilities

Design and lead new and emerging customer experience programs that provide the organization with actionable customer insights. This includes survey design and operations, reporting, analysis, and managing the closed loop process.

Lead internal change management and training efforts related to new customer experience programs.

Design and lead the specification and requirements of integrating systems that enable a smooth data exchange of customer feedback and survey results with action plans and accountabilities.

Translate insights into measurable customer experience outcomes aligned to business goals and leverage reporting tools to generate insights. Analyze data and perform root cause analysis to understand customer behavior and key drivers of satisfaction.

Form relationships across the business to build empathy, better understand the business and create an atmosphere of cooperation and collaboration.

Facilitate cross-functional insight reviews and action-planning meetings with internal stakeholders to drive customer improvements.

Inspire the organization to listen, understand and act on customer as an effective data-driven storyteller. **Qualifications & Requirements**

Qualifications

A successful candidate will possess:

Persuade decision makers at all levels of the organization to take aligned action on research findings.

Experience managing global customer or partner listening posts, such as NPS programs, advisory boards, transactional survey programs, or event-based surveys.

Technical understanding of survey operations and alternatives.

Proven experience executing CX Process innovation programs.

Experience managing Qualtrics, Medallia, or similar enterprise level survey tools.

Knowledge of a variety of survey design and research methods.

Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics.

Strong critical thinking, influencing, and stakeholder/relationship management skills.

Experienced in project management and leading cross-functional teams to successfully achieve business goals.

Capability of leading complex projects involving various departments and functions

Passionate about customer experience and data with a pulse on the external landscape including trends and consumer insights.

Ability to interpret data and understand complex processes, provide meaningful insights, and deliver relevant analyses across complex and dynamic business.

Experience using programming languages such as Java, CSS, SQL or Python a big plus.

Ability to leverage Tableau as a reporting tool a big plus.

Knowledge of Salesforce a plus.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether were supporting our customers financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining whats possible and were proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. Thats why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

Currently, the Company requires that colleagues, effective March 1, must have received a booster shot against COVID-19 in order to work in or visit any of our US offices, subject to legally required accommodations. If the role you are applying for is designated as hybrid or onsite, you will be required to visit our offices

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law. | Contact Information **Company Name:** **Company Description:**

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether were supporting our customers financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining whats possible and were proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. Thats why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.