Customer Experience Advocate

Customer Experience Advocate
US - MI - Detroit

Who we are

For 30+ years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO). We have over 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.                             

What will you do?

The Customer Experience Advocate’s (CEA) responsibility is to optimize the quality of overall service experience delivered to a large global retail customer. Through oversight and coordination of quality-oriented service delivery initiatives and channel interactions (e.g. phone calls, web-submits, chat sessions, social media, email, etc), the CEA will work together with the corporate Customer Experience Manager (CEM) and CEA’s from other regions ensure all Services are connected and consistent ultimately leading to an elevated customer experience and long term loyalty of clientele.

  • Manages execution of the customer experience through effective planning, prioritizing, communication and follow up

  • Facilitates internal/external communications to ensure messaging strategies and toolsets are consistent and align to target service objectives

  • Guide the customer throughout all onboarding of Stefanini service efforts identifying their business requirements and mitigating implementation barriers

  • Collaborate with our client to research, innovate, communicate and evaluate.

  • Work with Stefanini service delivery team to implement/manage Stefanini customer experience best practices

  • Utilize performance analytics to review and measure the quality of the customers experience and associating service

  • Coordinate the reporting lifecycle to ensure adherence to Stefanini practices and satisfaction of client data requirements

  • Establish relationships with primary client stakeholders as a trusted advocate and services planning and delivery advisor

  • Be accountable for the end-to-end project management and delivery of customer experience improvement or impacting projects

  • Work with Stefanini and client teams, including other global CEA’s for this client, to identify the people, process, and technology capabilities required to deliver desired customer experiences in market, and then plan for the implementation of those experiences.

  • Analyze “voice of the customer (VOC) and behavioral information to understand why customers are satisfied/dissatisfied, along with the attitudes, motivations, etc. to develop deep insights into customer needs and behaviors.

  • Develop personalized services through the use of focus groups, educational campaigns, personalized knowledge sharing and individualized service interactions.

  • Implement contextualization through Customer Journey Mapping, Channel Use Discovery and Analysis, Evaluation of Ease-of-Use, Utility and Efficiency.

  • Evaluate Service Quality using Stefanini Quality Process data, usability focus, end user portal evolution and content management, and catalog expansion.

  • Promote ease of interaction through increased user autonomy, promotion of End User Portal, and Customer Service Training.

  • Evaluate overall CEM efforts with customer feedback analysis, IT team feedback analysis, Project Metrics Improvements, Improved monitoring, and value alignment.

What do you need to succeed? ‚Äč

  • Bachelor Degree

  • Minimum 5 years of working experience post-college. 

  • Minimum 2 years expense in Customer Service leadership within a technology environment

  • Demonstrated ability to identify and communicate with multiple personalities, roles, and decision-makers

  • Experience working collaboratively with people around the world and across a wide variety of cultures including EMEA and Asia.

  • Excellent time management and organizational skills

  • Excellent communication, presentation, delegation, follow-up skills

  • Strong analytical and quantitative skills

  • Demonstrated ability to strategically align training and knowledge programs to business objectives

  • Experience with ITSM and business analytics platforms

  • Demonstrated ability to manage complex and competing priorities

  • Demonstrated conflict management and resolution skills

What you’ll get

  • Work with brilliant minds, often within a global capacity;
  • Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;
  • Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual training as well.

Why we’re different

  • Brazilian and privately owned company;
  • Agility, flexibility, and innovation are in our DNA;
  • Flat organizational structure which enables faster communication and decision making;

Take a look for yourself

Here's one of our own, talking about the culture, space and growth opportunities:  https://www.youtube.com/watch?v=j8O37KNINdY

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