Customer Experience Business Partner- Services

The Customer Experience Business Partner will play a pivotal role in enhancing customer satisfaction and quality processes within our technology-driven environment.

This role requires a dynamic individual who can proactively engage with customers, solve problems before they arise, and influence business strategy at the Vice President level by becoming a trusted advisor and earning a seat at the table.

Primary focus will be on our Services Business.

What will you do?


* Proactive Customer Engagement:



* Engage with customers proactively to understand their needs and anticipate potential issues.


* Develop and implement strategies to prevent problems before they arise.


* Foster strong relationships with key customers to ensure long-term satisfaction and loyalty.


* Conduct regular check-ins and surveys to gather proactive feedback.


* Identify and address potential pain points in the customer journey before they escalate.

Strategic Influence:


* Become a trusted advisor to senior leadership, earning a seat at the table for strategic discussions.


* Collaborate with the Vice President of Customer Experience to shape and influence business strategy.


* Advocate for customer-centric approaches in business decisions and initiatives.


* Provide insights and recommendations based on customer feedback and market trends.


* Participate in strategic planning sessions and contribute to the development of long-term goals.


* Promote psychological safety within the organization to create a culture of innovation and open communication.

Customer Satisfaction & Quality Processes:


* Implement and manage customer satisfaction metrics and quality assurance processes.


* Reactively address and resolve customer issues, ensuring a high level of customer satisfaction.


* Analyze customer feedback and data to identify trends and areas for improvement.


* Develop and execute action plans to enhance customer experience based on feedback.

Cross-Functional Collaboration:


* Work closely with product development, marketing, and sales teams to ensure customer needs are met.


* Facilitate communication and collaboration between departments to enhance the overall customer experience.


* Lead cross-functional projects aimed at improving customer satisfaction and quality.

Performance Monitoring:


* Monitor and report on key performance indicators (KPIs) related to customer experience.


* Conduct regular reviews of customer satisfaction metrics and quality assurance processes.


* Identify and implement improvements to enhance performance and achieve targets.

What skills and capabilities will make you successful?


* Customer-Centric Mindset


* Strategic Thinking


* Turning Strategy into Operational Execution


* Problem-Solving


* Intellectual Curiosity


* Quality risk management


* Leadership


* Building Organizational Trust and Psychological Sa...