Customer Experience Listening Platform Associate

 

 

An Amazing Career Opportunity for a Customer Experience Listening Platform Associate! 

Location: Austin, TX; Eden Prairie, MN; Galway, Ireland

Job ID: 13518

 

Do you have a passion for managing and maintaining customer experience data? Do you enjoy translating data into actionable insights? Can you proactively contribute to the Customer Experience strategy and success by identifying gaps and opportunity areas to expand and improve the HID Listens platform? If so, we want to hear from you! 

 

Who are we? 

HID Global powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely.

We are a high-tech software company headquartered in Austin, TX, with over 4,000 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo 

 
HID’s Customer Care Department: 

The HID Customer Experience Center of Excellence is focused on improving the customer experience across the end-to-end customer journey. We continuously listen to customers through surveys and other voice of the customer activities, and work with our organization to translate the data into actionable insights. Reporting to the Vice President Customer Care, this position will manage and maintain our Customer Experience listening platform (HID Listens) used to collect, measure, and share customer insights (NPS, CSAT and CES surveys).  This individual will drive awareness and adoption of HID Listens, contribute to CX strategy, and support executive business leaders with relevant customer information. HID is committed to understanding the experience customers have today and evolving to meet the experience customers need tomorrow.


As our Customer Experience Listening Platform Associate, you’ll support HID’s success by: 

  • Working with our 3rd party vendor to manage and maintain our Customer Experience listening platform (HID Listens).
  • Applying solutions to improve the platform based on gaps or stakeholders needs.
  • Designing and building insight-driven reports and dashboards in HID Listens that provide meaningful, real-time, and easy access to customer feedback across the organization.
  • Helping assemble executive briefings using impactful dashboards and effective visualizations from HID Listens.
  • Establishing a common voice of the customer (VOC) survey and results collection tool.
  • Facilitating the platform and dashboards access, managing new user set up/deactivation, and field/resolve log-in and use questions.
  • Driving awareness and adoption of HID Listens by developing and administering employee training (workshops, videos, documents, etc.).
  • Completing other tasks assigned by management.

 

What we will love about your background: 

  • Knowledge of customer experience measurements, best practices, and tools such as Net Promotor Score (NPS), customer satisfaction CSAT, and customer effort score (CES) is preferred. 
  • Resourceful, action and detail-oriented, with a high ownership mindset to deliver measurable impact.
  • Ability to manage multiple ongoing projects at all stages of completion in a detailed and timely manner, and make process adjustments as needed.

 

Your Experience and Education include:             

  • 4+ years of business experience partnering with business stakeholders
  • Undergraduate degree required. Applicants with equivalent education plus relevant work experience may also be considered.
  • Experience working with tools that collect and manage customer insights and scores, such as Qualtrics and Medallia is preferred.  Alternatively, experience working with tools that collect, manage, and display data.
  • Experience with creating reports, visualizations, and dashboards that communicate results and analyses to technical and non-technical audiences
  • Experience in developing training, best practices and facilitating cross-functional teams.

 

Who you are as a Team Member: 

  • Exceptional communication skills, both written and verbal. 
  • Good interpersonal skills, willingness to learn and continue to grow professionally.
  • Strong team player and ability to work well with others.
  • You welcome opportunities to incorporate diversity into your work, including valuing different backgrounds, experiences and opinions. You also embrace creating and nurturing a culture of diversity, inclusion, and belonging.

 

Why apply? 

  • Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise.
  • Innovation: You embrace challenges and want to drive ambitious change.
  • Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly.

 

HID Global is an Equal Opportunity/Affirmative Action Employer – Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation. 

 

We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something.  HID technology is behind billions of interactions, in more than 100 countries.  We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.  
 
When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 50,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences. 

 #LI-HIDGlobal

Austin, TX, US, 78753 Eden Prairie, MN, US, 55344

Customer Service & Contact Center Operations
11%-30%
Mid-senior level
27-Oct-2022


Nearest Major Market: Austin