CX Program Manager

Company Description

Ready to make a difference? Experian has evolved into a global tech company in data and analytics. We’re passionate about unlocking the power of data to transform lives and create opportunities for consumers, businesses and society. We’re a member of the FTSE 30 and for more than 125 years we’ve helped economies and communities flourish – and we’re not done.

Discover the Unexpected – Our 22k amazing employees in 30+ countries believe the possibilities for you, and the world, are growing. We’re investing in the future, through new technologies, experienced people and new ideas so we can help create a better tomorrow. To do this we employ ‘big-thinkers’ that share our purpose #uniquelyexperian

Job Description

CX Reporting Programs & Insights

• Lead the annual Net Promoter Score (NPS) Program for North America across all Departments
• Set the NPS strategy and lead the region to complete the annual survey from Account/Contact selection through survey launch, and action planning, working with BU leads and the Global CX team.
• Build transactional surveys in CX Platforms
• Report to business on survey performance: response rates, completion times, abandon rates
• Conduct statistical analyses to identify drivers and opportunity areas related to NPS and CSAT
• Integrate customer feedback and satisfaction data with operational data from a variety of sources to create impactful dashboards, reports, and analysis
• Create insight-driven alerts, reports, presentations and dashboards to provide easy access to customer feedback across the organization
• Summarize important reporting methodology and findings to partners and team-members.
• Ensuring on going data integrity – CRM, Tableau, and other systems are accurate and up to date•

Qualifications

• 3+ years of experience in the field of Voice of Customer, customer insights, customer experience, or related field
• Familiarity with customer data platforms
• 3+ years of experience integrating customer satisfaction data with operational data from a variety of sources, including Salesforce
• Demonstrated history of creating impactful dashboards, reports, and analysis.
• Must have a working knowledge of Salesforce, Sales Insight and CX Platforms
• Advanced Excel skills (can perform complex functions) and examples of reporting
• Comfortable using Business Intelligence tools like Tableau, PowerBI to retrieve data and build well-designed visualizations and dashboards
• Familiarity with survey platforms and can launch surveys and analyze results
• Demonstrated experience transforming raw data into applicable information

Additional Information

This is a permanent home-based role in Costa Rica. No relocation available.

Our benefits include: Medical, life and dental insurance, Asociación Solidarista, International Share Save Plan, Flex Work, Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is a critical part of Experian’s DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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