Crystal Equation
http://cdn.haleymarketing.com/templates/61283/logos/crystalequation-socialmedia.png
https://www.crystalequation.com
https://www.crystalequation.com
true
Customer Experience Squad - Solution Lead
Onsite
Summary:
The business enablement team within our company is looking for a solution lead with deep Customer Experience understanding and expertise. The candidate must have business and technical systems expertise as it pertains to the full lifecycle of customer journey. The candidate must have excellent communications skills and an aptitude for close collaboration with business leadership, product engineering and applications engineering teams.
Responsibilities:
Requirements:
Pay range is $71 - $76 per hour with full benefits available, including paid time off, medical/dental/vision/life insurance, 401K, parental leave, and more. Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.
THE PROMISES WE MAKE:
At Crystal Equation, we empower people and advance technology initiatives by building trust. Your recruiter will prep you for the interview, obtain feedback, guide you through any necessary paperwork and provide everything you need for a successful start. We will serve to empower you along the way and provide the path for your professional journey.
Customer Experience Squad - Solution Lead
1180 Discovery Way Sunnyvale, CA 94089 US
Posted: 05/21/2024
2024-05-21
2024-07-20
Job Number: 39191
Job Description
Customer Experience Squad - Solution Lead
Onsite
Summary:
The business enablement team within our company is looking for a solution lead with deep Customer Experience understanding and expertise. The candidate must have business and technical systems expertise as it pertains to the full lifecycle of customer journey. The candidate must have excellent communications skills and an aptitude for close collaboration with business leadership, product engineering and applications engineering teams.
Responsibilities:
- Interface with the various Post Sales Operations and Engineering teams to define comprehensive process and system strategies that provide flexibility and are scalable as well as sustainable
- Contribute to CX strategies by providing comprehensive capability development analysis and solution development roadmaps to implement goals defined by the strategies
- Support business partners in drafting business cases for new initiatives
- Document and maintain detailed customer journey maps, process workflows, and associated systems maps. Guide CX team through UAT. Develop acceptance criteria for new solutions being deployed.
- Break down business needs into small value deliveries:
- Create Features and Stories from Initiatives and Epics
- Capture requirements into the single source of truth (Jira/Confluence)
- Validate requirements traceability with engineering
- Facilitate workshops with cross functional teams to gather detailed requirements
- Develop strategies and associated requirements for gaining customer insights through the data residing in different systems with respect to integration, data collection, and visualization.
- Identify opportunities for process and system optimization near and mid-term and contribute to long range strategic planning
- Minimal domestic travel maybe required
Requirements:
- At least 5 years’ experience in CX space spanning Customer Lifecycle from interest/inquiry to orders to post sales ops processes
- 5+ years of customer journey, user stories, and business requirements writing
- Deep understanding of CX metrics such as NPS and how to leverage insights from Voice of Customer
- 3+ years of experience with Agile and Scrum techniques
- Experience using various tools and platforms for CX management (e.g. Medallia, Salesforce)
- Working business understanding of New Product Introductions, New Market Entry, and Product Promotions from a CX perspective
- Excellent communication, creative, critical thinking, problem-solving, planning, prioritization, teamwork and organization skills
- Experience working in the high-volume consumer electronics industry.
- Strong analytical skills and interpersonal experience.
- Proven track record in building internal and external customer relationships.
Pay range is $71 - $76 per hour with full benefits available, including paid time off, medical/dental/vision/life insurance, 401K, parental leave, and more. Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.
THE PROMISES WE MAKE:
At Crystal Equation, we empower people and advance technology initiatives by building trust. Your recruiter will prep you for the interview, obtain feedback, guide you through any necessary paperwork and provide everything you need for a successful start. We will serve to empower you along the way and provide the path for your professional journey.
Meet Your Recruiter
Share This Job:
Related Jobs:
Login to save this search and get notified of similar positions.About Sunnyvale, CA
Ready to kickstart your career in the vibrant Silicon Valley area around Sunnyvale, California? This bustling tech hub offers an unparalleled array of job opportunities in the heart of innovation. Nestled near the stunning Santa Cruz Mountains and boasting easy access to iconic landmarks like the Googleplex and Levi's Stadium, Sunnyvale provides a perfect balance of work and play. Indulge in delicious local cuisine, catch a show at the Mountain View Center for the Performing Arts, or take a stroll through the picturesque Sunnyvale Bay Trail. Don't miss out on the chance to grow your career in this dynamic and enchanting region – explore our job listings today!