Serve as the leading voice of the Norton customer and act as a customer experience advocate in all decisions that will impact the customer
Drive the overall CX strategy across the entire Norton customer journey.
Take overall responsibility of the Norton customer journey map.
Implement a governance model by driving the development, improvement, and adherence to standards, procedures and benchmarks.
Make recommendations across the dimensions of process, structure, people, culture and technology with the goal of improving the customer experience and impacting key business metrics
Track and manage CX related cross-functional KPIs including:
successful onboarding
service usage metrics
customer churn
Work with customer facing functions to optimize the use of existing customer communication channels including chat, email and phone
Gather and synthesize relevant data, suggesting improvements in the tools and techniques to help scale the team for increased effectiveness and efficiency, driving productivity initiatives
Use business analytics and intelligence to provide insight to all relevant stakeholders to create and drive change to improve the customer experience and build customer loyalty
Requirements
10+ years of experience in customer advocacy (preferable B2C) with increasing levels of leadership and responsibility
Hands-on experience designing and implementing customer engagement programs and a variety of support tools and channels
Demonstrated strength in developing a strong customer understanding and rapport
Enthusiastic and creative leader with the ability to inspire people
Demonstrated ability to drive customer loyalty and satisfaction
Excellent critical thinking and creative problem solving skills
Ability to successfully influence direct reports, peers and senior leadership
Strong analytical skills and proven ability to use data to drive decisions
Bachelor’s degree
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