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November 19, 2019  
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Manager of Competitive CX

Position Description

Manager of Competitive CX


ROLE PURPOSE


The Manager, Competitive Customer Experience (CX) acts as an expert on the customer experiences of Asurion's competitors. We are looking for an all-around athlete that is strategic, curious, creative, and passionate about exceptional customer experiences. This person will play a fundamental role in helping us to assess competitive customer experiences and how they compare to our own. These insights will be used to help define, drive, and support key internal initiatives and help craft a best-in-class experience for customers of Asurion. This role requires someone who is willing to be hands-on in socializing, influencing, and implementing CX best practices (e.g. Journey Mapping, Customer Insights and Validation, etc.) into Asurion's product and service design initiatives, and will develop and integrate CX standards and best practices into the broader business/culture. This role will interface frequently with senior-level business leaders, partner teams, product managers, technology directors, and market research teams to help discover/define/develop/embed CX methodologies, approach, and requirements into our solutions and daily operations.


The best candidate for the role will have a keen sense for (and focus on) end-to-end experiences as well as the ability to demonstrate the value and benefit of competitive CX insights to drive business improvements. This person must have the capacity to work efficiently and effectively in a fast-paced environment across a variety of initiatives. In addition, they will need to communicate quickly and crisply, analyze & synthesize complex data, and effectively partner cross-functionally to move critical insights and ideas forward. As a critical multi-faceted role in the organization, this person will report directly to the Competitive Strategy organization.


KEY ACCOUNTABILITIES


ESSENTIAL DUTIES AND RESPONSIBILITIES

Develop a deep understanding of Asurion's competitors and identify both strengths and weaknesses of the experiences of their customers across the claims fulfillment and technical support offers

Lead focused efforts evaluating competitive experiences

From these efforts, develop a roadmap of opportunities to help Asurion stay ahead of the competition

Build cross-functional partnerships at various levels of the organization to help turn those CX findings into execution

Own, design, and coordinate competitive insight materials for client facing meetings and pitches

Conduct basic to moderate data analysis and feel comfortable using data to drive insights and action


QUALIFICATIONS

Bachelor's Degree in Business, Marketing, or a related field required; MBA preferred

5-7 years of experience with strategy consulting, marketing, product/service design, product/call center operations, or related customer-focused function required

Natural curiosity with a passion for problem solving and delivering results

Analytical and customer research experience

Excellent communication skills

Very detail-oriented approach to documentation and deliverables

Collaborative personality balanced with an uncompromising drive to deliver excellence for customers

Advanced Knowledge of Microsoft Office Applications (Excel, PowerPoint, Visio, Word and Outlook) at the advanced level preferred


PERSONAL CHARACTERISTICS

Critical thinker that demonstrates intellectual and analytical rigor with strong problem-solving skills

Ability to document complex processes into simple, informative documents

Ability to identify root cause to drive continuous process improvement

Excellent communication, influencing, and presentation skills to senior management; visualization skills and the ability to succinctly articulate concepts and ideas in a simple fashion

Customer-focused; keeps customers as a top priority when making all business decisions, listening to customer feedback and advocating for solutions that help customers achieve and exceed their goals and objectives

Demonstrated ability to manage multiple projects and priorities

Interacts effectively with individuals and groups inside and outside the company

Team oriented, collaborative partner that passionately advocates and articulates her/his opinion while maintaining flexibility to incorporate others point of views

Comfortable working on grey space projects and within fast moving and changing organizations

MAR00226 | Nashville | Tennessee | US | 2019/08/07



Additional Information

Employment Type: Full-Time    
Position Location: Nashville, Tennessee


Apply For This Job: Manager of Competitive CX


 

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