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Sand Cherry · 3 days ago

Customer Experience Consultant - Telecommunications

United States

Contract

Remote

Senior Level, Lead/Staff

$75/hr - $90/hr

8+ years exp

Sand Cherry Associates excels in the design and delivery of strategic customer-centric initiatives through digitally-native, data-empowered solutions. The Customer Experience Consultant will be responsible for building and implementing a Customer Experience and Operations optimization initiative for a broadband company, focusing on analyzing customer journeys and improving operational processes.

Consulting

Growth Opportunities

Hiring Manager

Heather Mighton

Responsibilities

Assess customer experience pain points using data and LBGUPS methodology

Create current state and future state customer journey maps

Build Customer Experience strategy that drives increase in NPS

Recommend and facilitate decision making of strategic plan and approach to include timelines and resource needs

Structure, manage, facilitate and provide hands on delivery of customer operations process improvement initiatives through immediate, medium, and long-term improvements

Daily, hands-on program/project management throughout the program and project life cycle

Build and maintain program and project deliverables; complete project and program communication documents using PowerPoint, Excel, MS Project, and other tools

Complete process maps, and associated KPI analysis in support of improvement initiatives

Establish risk management, escalation paths, and take corrective measurements

Facilitate and lead project meetings and manage stakeholders' communication

Coordinate, manage and monitor the workflow of cross-functional teams

Drive progress by engaging and influencing cross functional participants

Function as owner of overall project plan and manage cross-functional resources, ensuring on-time delivery, meeting budgetary demands, and achievement of business goals

Consistently exercise informed judgment and discretion in matters of significance

Qualification

Program ManagementCustomer Experience StrategyProcess MappingKPI TrackingLBGUPS MethodologyPMP CertificationMicrosoft ProjectSmartsheetCross-Functional CollaborationAnalytical SkillsExecutive CommunicationCommunication SkillsNegotiation Skills

Required

Candidates must have strong practical experience in program and/or project management, gained through managing cross functional projects with customer experience and operations teams within the broadband industry

Experience using LBGUPS to assess and drive strategic planning

Prior experience creating current and future state customer journey maps to identify pain points

Excellent oral and written communications skills working with a range of stakeholders including the ability to influence, strategize and negotiate

Ability to think analytically and process information quickly, presenting it in a succinct and insightful format suitable for executives

Minimum of 8 years of experience in consulting and/or strategic planning and program management with a focus on operational improvements with a technology driven organization

Experience working within or supporting a customer operations organization with strong cross-functional partnering required

Deep knowledge of Call Center, Customer Communications, Field Tech Operations team experience required

Strong analytical and documentation skills; prior experience with process mapping and KPI tracking

PMP certification or equivalent experience

Direct hands-on proficiency with Microsoft Project, Smartsheet or other project management tools

Strong PowerPoint and Excel skills

Excellent Executive level written and oral communication skills

Bachelor's degree required