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Midco Customer Insights Manager in Sioux Falls, South Dakota

DescriptionJOB PURPOSE: Courageous, enthusiastic trailblazer that owns the customer experience by thinking and performing in ways that put our customers first. Lead Midco's Customer Insights team towards disrupting the customer experience status quo through collecting of information, identifying actionable insights, continuously improving customer sentiment, and deploying innovative solutions to enhance the customer experience. This leader will collaborate throughout the organization to improve the overall customer sentiment.KEY FUNCTIONS: Contribute to the organizational vision to drive innovation.Possess a fundamental passion for customer experience by being the customer's greatest advocate.Direct and lead a team of Customer Insights Specialists to perform at a high level.Possess a proven track record that prioritize finding and developing employee talent by investing personally in the development of team members.Inspire team members to think strategically by maintaining a holistic perspective, proactively identifying problems and anticipating unexpected outcomes.Recognize individual and team contributions to encourage a positive work environment that supports curiosity and creativity through increased engagement.Provide timely feedback and coaching, perform annual reviews and facilitate goal setting.Leverage multiple sources such as agent interactions, survey responses and sentiment data to analyze the overall customer experience at the daily and monthly level.Develop creative solutions to improve call center agent customer service skills with regards to handling inbound and outbound interactions.Support the Customer Insights Specialists in reporting on various customer sentiment metrics that include speech analytics generated sentiment score, Customer Satisfaction (CSAT), Customer Effort Score (CES) and Net Promoter Score (NPS).Think strategically by collaborating across boundaries with various departments such as Network Operations, Sales and Marketing and Field Operations to deliver actionable insights that support an enhanced customer experience.Partner with the Training department to support training effectiveness and internal/external support content.Identify and facilitate deployment of innovative digital options that support positive customer experiences.Identify and refresh antiquated processes that impede Midco's ability to deliver a frictionless customer experience.Reinforce data-driven decision making by analyzing interactions, customer sentiment and product best practices at the organization and individual team member level to make customer's promoters of our products and services.Design and execute customer surveys using Qualtrics as the primary instrument in obtaining and aggregating survey responses.Leverage speech analytics to deliver actionable insights and treatment strategies as they relate to enhancing the customer experience.Provide voice of the customer reporting when key performance indicators are not achieved.Actively participate in the Net Promoter System by listening deep into the organization which includes, but is not limited to, attending huddles, facilitating in elevating opportunities and making customer callbacks.Respond positively to change and support implementation of new ways of working.Successfully manage multiple projects and coordinate efforts across the organization.Demonstrate courage by providing insights and opinions on difficult issues.ADDITIONAL FUNCTIONS AND RESPONSIBILITIES: Analytical and logical mind-set.Aptitude for math and statistics.A team player with strong communications and presentation skills with the ability to communicate with people across all levels of responsibility.Communicate effectively and professionally in all forms of communication with internal and external customers.Function as an effective team member while supporting the efforts and strategies, initiatives and projects of other departments.Support the mission, vision, and values of Midco. Apply person

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