Contribute directly to building and maturing West’s Customer Experience Program by leading cross-functional projects to assess and improve the customer experience across West
Job Summary
Contribute directly to building and maturing West’s Customer Experience Program by leading cross-functional projects to assess and improve the customer experience across West.
Establish and Monitor Customer Experience Metrics: Work with internal business stakeholders to establish key performance indicators (KPIs) for customer experience and monitor these metrics to ensure ongoing customer satisfaction and loyalty.
Enhance Customer-Centric Culture: Promote a customer-centric mindset within the organization by advocating for customers to ensure our core values are reflected in every customer touchpoint.
Matching Summary
Contribute directly to building and maturing West’s Customer Experience Program by leading cross-functional projects to assess and improve the customer experience across West.
Skills & Requirements
Must-have
Voice of Customer programs
Customer feedback analysis
Customer journey mapping
Customer experience metrics
Cross-functional project leadership
Nice-to-have
Customer-centric culture advocacy
Data visualization and dashboards
Market analysis support
Key Requirements
Minimum 8 years of experience
Bachelor’s degree in Marketing, Business Administration, Statistics, or related field