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CenturyLink Lead Voice of Customer Program Analyst in BROOMFIELD, Colorado

About CenturyLink

CenturyLink (NYSE: CTL) at http://www.centurylink.com/ is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.

Job Summary

The Lead Voice of the Customer Program Analyst will be responsible for helping to transform the CenturyLink customer experience by supporting the global Voice of the Customer program. This position is a highly collaborative and consultative role that will support all business units across the international program. The ideal candidate would be familiar with Qualtrics and customer experience measurement, specifically Net Promoter Score (NPS) methodology. Responsibilities would include leading our relationship survey program, managing the components and end to end process, and working with the team to review experiential data and turn it into actionable insights and recommendations. The candidate will work closely with the Global VoC Manager to create a best-in-class VoC program, including transactional, relationship, and ad hoc surveys. Tasks include new survey design, owning stakeholder requests for data and updates to the existing program, helping to manage the closed loop program, working with the Communications team on survey invitations and reminders, and more. A market research background is a plus. This person must be high-energy, can clearly communicate to management and senior level executives, and be passionately inquisitive. The Lead Voice of the Customer Program Analyst must be a self-starter, well organized, advanced in Microsoft Excel and PowerPoint, and have a strong CX background. Exceptional verbal and written communication skills and ability to project manage is critical. This role requires an organized, detail-oriented individual who can successfully manage multiple projects in a fast-paced, rapidly changing environment.

Job Description

  • Collaborating with staff at various levels in other departments to champion awareness, understanding, and utilization of customer feedback to improve the customer experience

  • Lead an end-to-end Relationship program

  • Acting as a strong subject-matter expert on customer surveys and feedback with in-depth knowledge of customers and their experiences

  • Recommending key actions to improve our customer experience that will have strong loyalty impacts in the moments that matter

  • Ensuring functions throughout the Company have awareness of Voice of Customer best practices and tools

  • Working with business leaders to implement and refine VoC programs including survey tools / dashboards

  • Serving as SME in all VoC tools and functionality. Coordinating with IT data extract teams and vendor to setup any new VoC programs

  • Working with VoC vendor in setting up any new business programs leveraging state-of-the-art strategies and supporting technologies

  • Partnering with Global VoC Manager to create a best-in-class program

Qualifications

  • Bachelor's degree and 4+ years of experience in CX

  • Passionate about customer experience and a commitment to diversity of thought and consideration of different ideas

  • Ability to write surveys, build dashboards in Qualtrics, and execute on projects successfully

  • Ability to analyze and interpret performance metrics

  • Excellent and effective communications (oral and written), and well defined interpersonal skills with the ability to positively interact with company personnel as well as eternal vendors

  • Self-motivated and results oriented

  • Knowledge of technology or related industries preferable

  • Ability to work with minimal supervision and direction

  • Ability to maintain confidential information

  • Ability to think critically, solve complex problems and prioritize an ever-changing workload

  • Strong project management experience

  • Ability to lead and work within a team environment

  • Strong presentation and facilitation skills

  • Leadership and communication skills to lead and drive towards departmental goals

  • Strong PC experience such as Excel & PowerPoint

  • Graduate degree and/or CX Certification(s) strongly preferred

Education

Bachelors or Equivalent

Alternate Location: US-Colorado-Broomfield; US-Colorado-Denver; US-Colorado-Littleton; US-New York-Rochester; US-Ohio-Dublin

Requisition # : 216719

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

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