Here's one we recently had for our team.
The Customer Advocacy team within the Customer Experience division of Intel's Sales and Marketing Group (SMG) is focused on being an internal voice for our customer's and partner across Intel, helping to ensure their satisfaction and loyalty. We develop and deliver Intel's annual Customer Excellence Survey. This is Intel's flagship voice of customer program as it reaches over 2,000 of customer contacts and can result in up to 2 days of pay for all Intel employees each year. The organization is also focused on expanding beyond our current customer base as well as connecting the CEP data set with other customer information including other surveys as well as behavioral data such as revenue. The Program manager will be responsible helping to drive the CEP process with our Geo, BU and Service group partners worldwide. This includes the development of the survey, analyzing results and ensuring actions plans are being driven to enable a better customer experience. This will be a key role in helping to define the future of CEP as we look to increase the frequency and the value of the feedback we are getting from our customers. The role will also partner with our survey vendor and will leverage this relationship to accomplish the program objectives. Finally this person will contribute to the advocacy team's strategic direction and ensuring our objectives align with the industry and with our customer's needs.
Qualifications
Specific responsibilities will include, but not be limited to:
Work directly with and support the Current CEP program manager. Help to offload key program management work and planning to enable CEP vision to be implemented.
Partner with BU's, Geo's and Service CEP reps to drive overall CEP process worldwide including survey development, launch, analysis and action plans.
Help develop and execute a global communication strategy to bring customer voice to the broader Intel employee base as well as closed loop communication with customer base
Partner with our data analysis team to perform deep dive analysis within CEP data to identify new trends, data cuts and insights that can be used to drive action plans and improve program performance
Improve the efficiency of our CEP process and reduce the survey burden on our customers
Help prepare for CEP MRCs (2-3 times/yr.) to ensure program direction alignment and support
Help to evolve the Customer Advocacy vision helping to ensure we are addressing the long-term needs of our external and internal customers, while staying aligned with Intel's strategies
Minimum "must have" experience/skills
Bachelor's degree
7+ years of experience in program management and business strategy
Preferred Skills/Expertise
Experience in survey development and dealing with unstructured customer feedback
Experience in developing long-term strategies and connecting those strategies to action
General understanding of Intel's organization including sales teams, service and product groups.
Ability to manage vendors and 3rd party partners on projects
Excellent written and communication skills; especially ability to effectively communicate with senior leaders
Ability to manage stakeholders and partners across multiple organizations
Ability to work in globally disperse teams
Strong collaboration and team building
Handles a fast pace and dynamic work environment and moves with velocity
Can drive change across a large program
Excellent computer and technology skills
Minimal domestic and global travel required ------------------------------
Robert Tangeman
Manager, Listening Center of Excellence
Intel Corporation
Folsom CA
916-3778351
Original Message:
Sent: 01-20-2016 22:25
From: Seema Kohli
Subject: Junior CX program manager job description required
Hi.. Does anyone have a job description for a junior level CX program manager that they can share? Thanks! Seema
------------------------------
Seema Kohli
------------------------------