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Customer Experience Strategist
Summary
Title:Customer Experience Strategist
ID:062021-1
Department:Customer Experience
Location:Houston, TX
Description

Position Overview:

As a Customer Experience (CX) Strategist at cPanel/WebPros you’ll be a customer-centric professional, delivering a wide range of consulting services to our Marketing, Product, and Customer Success & Care teams. You’ll help examine customer journeys, workflows, and processes, uncovering gaps and problems in WebPros brand(s) CX and finding opportunities to improve them. This role helps shape the design of the customer experience through research and data analysis.

Essential Functions: 

  • Centralize, analyze, and synthesize customer feedback and data across multiple sources and translate findings into actionable insights
  • Bring together various data sources to understand customer friction points, motivations, needs, and goals and uncover the "why” behind consumer actions from a holistic, data-based view
  • Work with stakeholders to develop analytics and reporting of CX KPIs (satisfaction surveys and VOC activity)
  • Document current and future customer journeys, identifying key activities, touchpoints, emotions, supporting data, and opportunities
  • Develop and maintain a portfolio of customer segments, personas, and journey maps
  • Support creative team members as they develop marketing assets that will drive customers and prospects to action
  • Support and lead large, cross-functional workshops that use the insights generated from CX
  • Influence business decisions and product roadmaps based on customer insights and data, providing solution recommendations, solution business cases and action plans
  • Keep current on CX best practices; emerging trends, technologies, platforms, and innovative programs and approaches, both within and outside of the software and SaaS industries
  • Adheres to the policies and procedures of the company
  • Exemplifies the cPanel Core Values of Inclusion, Innovation, Trust, Collaboration, and Fun

Eligibility Requirements:

  • Bachelor’s Degree or equivalent work experience
  • 4 years of data analytics experience, preferably in a customer-centric role
  • Qualitative and quantitative research experience
  • Dashboard and reporting design experience
  • Experience in identifying key drivers of the customer experience
  • Knowledge in the management or creation of Voice of the Customer (VoC) and customer experience strategies

Qualifications:

Written Communications: Superior written communication skills required; able to communicate effectively in all written work, utilizing proper grammar, spelling and punctuation;

Oral Communication: Excellent oral communication skills required; to speak clearly and effectively in positive or negative situations with employees and in group settings

Interpersonal Skills: Able to motivate, coach, mentor, and develop relationships quickly with all level of employees in a professional and effective manner;

Research Skills: Able to gather data, facts and impressions from a variety of sources about prospective and current employees; seeks knowledge about policies, rules, laws, procedures or practices; managing the data flow; classifying and organizing information for use in decision-making and monitoring;

Ethics and Confidentiality: Demonstrates the highest level of ethical behavior and displays integrity and ethics in handling confidential information;

Time Management: Strong organizational skills, able to prioritize and to use time effectively in an unsupervised fashion, pursuing other activities when regular duties have reduced volume; able to complete projects in a timely manner;

Business Acumen:  Demonstrates good judgment and strong skills in achieving maximum organizational performance and efficiencies;

Results Driven: Able to follow through on assignments in order to achieve company and departmental goals;

Adaptability: Able to adapt to changes in the work environment, manage competing demands and able to deal with frequent change, delays or unexpected events including software & systems used to perform everyday tasks;

Problem solving skills: Able to identify and resolve problems in a timely manner, gather and analyze information skillfully; able to apply independent judgment on regular basis in making decisions;

Travel Occasional local and overnight travel required, including some interstate travel by air.


Work Environment and Physical Demands

Ability to work in an office environment. Specific abilities required by this job include: Ability to occasionally lift and carry or move up to 20 pounds; Near vision; hearing; ability to transport oneself as needed throughout the day; ability to sit and use computer workstation, including keyboard and visual display terminal, for extended periods of time; manual dexterity (eye/hand coordination); repetitive arm/hand movements. 

cPanel is a 24/7 operation and nontraditional or extended hours (including weekends) may be required

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