Job Description:

Location: Bridgewater, NJ

Description:


Customer Experience Performance Management Contractor



What you?ll be doing... - Aligned with CX Strategy, the Contractor in Performance Management will assist in planning and driving the actual performance tracking for all NPS programs. The contractor will kelp track and analyze NPS performance metrics. - By combining customer metrics with operational and business data, you will evaluate actual KPI results of critical customer experience improvement initiatives. You will also deep dive into NPS performance metrics and calculate the ROI and perform root cause analyses. The contractor will also help set NPS performance metrics targets. - The contractor should have knowledge of NPS performance management, result tracking and identifying performance drivers. - The role will include balance strategic thinking, policy and process transformation, project management, results accountability, cross-functional collaboration, creative ideas and ?rolling up the sleeves? to resolve tactical issues. You are able to challenge the status quo by demonstrating a willingness to re-invent the current experience journeys, and adopt change as a challenge. ? Setting KPI outlooks and forecasting/tracking of actuals. ? Analyzing performance data and trend drivers. ? Identifying and resolving performance barriers post launch highlighting system, process and labor issues driving continuous improvement cycles. ? Evaluating and reporting impact of Marketing and Channel initiatives on Digital KPI performance in partnerships with those teams. ? Preparing performance reviews for senior management. ? Gathering and analyzing cross-functional performance data.? What we?re looking for...



You'll need to have: ? Bachelor?s degree or two or more years of relevant work experience. ? Four years or more of relevant work experience. ? Knowledge in marketing, business transformation, customer experience either in a business, agency or consulting organization. Even better if you have: ? Strong Performance Management experience by developing, implementing and tracking results, KPI deep dives, goal tracking, segment performance, trend deep dives and identifying result drivers. ? Experience with developing and automating data analytics and visualizations tools such as SQL, Tableau, Thoughtspot etc. ? Strong analytical skills and demonstrated success of meeting/exceeding business objectives. ? Adept in creating executive presentations and storytelling.?

Contact: a.dubey@judge.com


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