Data Analytics & BI Customer Experience Project Leader

Motorola Solutions

Motorola Solutions

Green Office - budynek B


Company Overview

Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home. 

We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.

Department Overview

Mission of the Customer Experience Department is to enhance customer experience by driving Motorola Solutions’ priorities and actions through the unbiased customer's voice.
Customer Experience representatives interface with different MSI organizations & departments in order to develop and implement strategies useful in improving customer relationship, dedication, and satisfaction.
Data Analytics & BI Customer Experience Project LeaderNumer ref.: R19407

Job Description

Overall purpose of the position:
  • Plan, initiate, implement, and improve Voice of the Customer (VoC) program within the Customer Experience (CX) team  
  • Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience
  • Provide VoC analytics and manage closed loop process improvement action plans
  • Manage customer feedback dashboard and correlating key performance indicators
  • Create and maintain meaningful Tableau dashboards to support the end-to-end CX
  • Align with the business to understand new and existing reporting needs, understand what metrics impact CX, and how to provide the data in a meaningful and impactful way
  • Organize projects and initiatives that enlighten company staff, across different organizations on the benefits and consequences of their decisions and performance on customers’ experience and on company profits
  • Manage CX projects from inception to completion, including tracking and evaluation of project performance
  • Ensure that CX projects are completed on time, within budget, and within accepted quality metrics
  • Use Lessons Learned documentation to guide requirements definition activities and planning and look for opportunities for improvement throughout the process
  • Participate in the development of CX strategies, and new solutions to take advantage of business opportunities
Scope of Responsibilities:
  • Customer experience and feedback - big data analysis
  • Provide VOC (Voice of Customer) & VOB (Voice of Business) analytics
  • Develop VOC dashboards and correlating internal Key Performance Indicators
  • Design & prepare CX data analytical reporting and implement enhanced data visualization
  • Assist in the development and maintenance of Customer Experience metrics
  • Ability to understand, organize and present data analysis outcome in a clear and meaningful way to drive business strategic insights
  • Collaborate with key functional leaders to identify CX objectives and provide analytics to best achieve those objectives
  • Coordinate the Customer Experience Journey Mapping
  • Responsibility for the successful initiation, planning, design, execution, monitoring, controlling and closure of a project
  • Using customer and internal feedback and data, identify key improvement areas to influence and drive changes in stakeholder MSI functions (end-to-end)
  • Able to foresee what lies ahead the initial stages of the project, assess risks and issues that may emerge during the project and decide on the best way to proceed
  • Conduct or support lessons learned as appropriate for customer satisfaction and business improvement related issues

Basic Requirements

  • Bachelor degree
  • 3+ years experience in similar function (Data analytics, Business Intelligence, Project Management)
  • Working experience in using Tableau or other visualization tools
  • Experience in data analytical reporting and designing enhanced data visualization
  • Understanding and analyzing large amounts of data from multiple sources 
  • Ability to model and interpret data (building customer dashboards, presentations, analysis)
  • Proven change and project management skills, with the ability to lead change across indirect and remote reporting parts of the business
  • Able to prioritise workload, special projects and allocate time to ensure that work is completed accurately and efficiently within an established time frame
  • Ability to develop relationships with senior leadership
  • Strategic, cross-functional thinker
  • Remote and matrix working – the individual will need proven ability to work in a large, matrix organization which spreads across time zones, cultures and languages 
  • Excellent communication skills, both spoken and written, including listening, negotiating and influencing
  • Ability to work with deadlines
  • High level of motivation with a will to succeed
  • Attention to detail
  • Fluent English

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