Job Description

Summary:

We are seeking a strategy leader to join Vivint's Customer Experience team, of which the mission is to drive customer-centric initiatives across the enterprise and build a trusting relationship with our customers. This candidate will report to the VP of Customer Experience and be responsible for defining the strategy and prioritization of the team. The ideal candidate should be able to develop a succinct strategy plan by connecting the dots from various data sources and break down the strategy plan into tactical steps in the roadmap.

Primary Responsibilities:

• The individual will manage the Voice of Customer (VOC) program at Vivint to provide sources of truth for the CX performance and deliver actionable insights. This work includes:

• Constantly evaluating the objectives and cadence of the existing VOC program to ensure alignment with company and team priorities.

• Working with the Research team to design, develop and manage customer experience research projects to meet specific business needs (can be quantitative or qualitative depending on the objectives, e.g., focus groups within a specific state).

• Working with the Analytics team to 1) track key customer experience metrics (e.g., relational NPS, transactional NPS) by geography, customer lifetime, journeys / touchpoints etc.; and to 2) understand the key drivers of customer satisfaction and dissatisfaction.

• The individual will identify step-change improvement insights and propose actionable plans to address key customer pain points. This work includes:

• Collecting and consolidating inputs from various sources (e.g., VOC results, internal data, industry reports, competitive benchmarks etc.) to identify key levers.

• Making recommendations by connecting the dots from various data sources.

• Orchestrating the delivery of different projects to achieve multiplier effects.

• The individual will define how we can create a more delightful and valuable experience for our existing customers. This work includes but is not limited to:

• Understanding how a loyalty program could work at Vivint and evaluating the impact and investment needs of such a program.

• Identifying the "WOW moments" that Vivint has already delivered to our customers and making recommendations on how to replicate these moments and deliver optimal outcomes.

• The individual will work closely with different frontline teams at Vivint (incl. Sales, Customer Care, Field Operations) and identify opportunities for empowering the frontline to deliver a better customer experience through technology improvement on existing tools, targeted coaching sessions, and KPI review and redesign etc.

• The individual will partner with the Corporate Communications team to design a change management plan and drive a customer-centric decision-making culture across different levels, from frontline employees to back-end leaders.

• The individual will partner with the Customer Marketing team to evaluate Vivint's communication strategy with existing customers and set guidelines to ensure a balance between great customer experience and optimal business outcomes.

• The individual will support other members of the Customer Experience team to 1) develop business cases, project plans, and process update reports for key initiatives; 2) and design useful metrics to continuously monitor and evaluate the effectiveness of different projects.

Required Skills and Education

• A minimum of bachelor's degree; MBA preferred.

• Six or more years of CX-related work experience (e.g., customer-facing roles / customer loyalty projects / VOC research / journey mapping etc.); B2C businesses preferred.

• Two or more years of strategy experience with a management consulting firm or an internal strategy team.

• Experience in regular updates to senior executives (VP and above) at a mid-to-large company, with proven success in synthesizing multiple sources of information and creating real and actionable insights for leadership.

• Experience in collaborating in a cross-functional environment and driving alignment with different stakeholders.

• Strong strategic thinking ability and demonstrated business acumen.

• Strong communication and facilitation skills with proven ability to work with diverse teams, develop trustworthy relationships and create influence.

• Strong learning ability to gain deep subject matter depth on a multitude of topics on short notice.

• Self-starter with proven ability to successfully kick-start new initiatives and drive complex issues through analysis and resolution.

• Possess high energy, motivation, and a commitment to both customer and business impacts.

Learn about the Vivint Culture (https://www.vivint.com/company/careers) and why it's a great place to grow your career!

Here are some highlighted perks you should ask us about

WORKING CONDITIONS

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

SAFETY

Vivint enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each new employee is responsible for completing all training requirements. Additionally, the employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public. Employees must adhere to all written and verbal instructions, promptly report and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues.

If you are an active Vivint employee, please apply through Workday by searching "Find Jobs".

Vivint, an equal opportunity employer, does not consider any protected traits (e.g., race, creed, color, religion, gender, national origin, non-job-related disability, age, or any other protected trait) when hiring-under federal, state, and local laws. We are a drug-free environment. We do not conduct pre-employment drug screening; however, we do conduct random drug testing on site.