Customer Support Agent at Teleperformance assisting with Audi connect vehicle concerns. Proactively solving issues while ensuring high customer satisfaction in a positive work environment.
About the role
- Director of Customer Experience at Labcorp leading insights and analytics for customer-first strategy. Collaborating with cross-functional teams to drive actionable insights and enhance customer satisfaction.
Responsibilities
- Champion customer experience at the executive level, building credibility as a trusted advisor through strategic storytelling and thought leadership that shapes business priorities and drives customer-centric culture
- Lead enterprise-wide Net Promoter Score program, collaborating across business units on survey design, deployment, analytics, and governance
- Evolve the program by fostering best-in class AI-enabled capabilities to enhance predictive insights, automation and reporting
- Develop comprehensive multi-channel feedback strategy (relationship, transactional, journey-based) incorporating active and passive listening posts
- Lead the translation of customer insights (qualitative and quantitative) into strategic imperatives, guiding executive decision-making and business transformation
- Partner with executives to prioritize initiatives based on NPS and related KPIs, fostering customer-centric decision-making
- Benchmark performance against industry standards and provide thought leadership on CX trends
- Serve as Qualtrics platform leader, managing advanced survey builds, dashboards, workflows, automations, and integrations
- Oversee vendor relationships ensuring compliance with healthcare and B2B standards
- Partner with IT to ensure seamless data integration and flow
- Identify customer trends, issues, and opportunities to inform CX strategy
- Measure success of customer improvement programs; analyze feedback to identify pain points and root causes
- Leverage advanced analytics and AI to enhance actionability and depth of insights
- Create compelling data visualizations and dashboards that tell the customer story
- Build and lead high-performing team of analysts and program managers
- Establish team goals, performance metrics, and development plans
- Foster culture of innovation, continuous learning, and customer advocacy
- Mentor team in advanced analytical techniques and strategic thinking
Requirements
- 10+ years managing complex NPS programs; 5+ years in leadership
- Expert-level Qualtrics proficiency (survey logic, workflows, dashboards, API integrations)
- Proven experience leading CX programs in Fortune 500 or similarly complex enterprise environments
- Deep understanding of healthcare and B2B customer dynamics with multi-stakeholder experience
- Advanced analytical and data visualization skills (Tableau, Power BI)
- Exceptional communication, project management, and stakeholder engagement abilities
- Demonstrated ability to deliver insights that influence executive decision-making
- Understanding of business operations and how customer data serves as the engine for various cross-functional business decisions
- Proficiency in Microsoft Office and CX analytics tools.
Benefits
- Medical, Dental, Vision, Life, STD/LTD
- 401(k)
- Paid Time Off (PTO) or Flexible Time Off (FTO)
- Tuition Reimbursement
- Employee Stock Purchase Plan
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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