Kohl's is looking ot hire a Director of Mobile User Experience Design to develop and run their second design studio in Milpitas, CA, reporting into the VP, Customer Experience based in Menomonee Falls, WI. See Job description details attached.
Re: 2014 Customer Experience Job Openings
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Is the bundle about to crumble?
By this I mean the bundle of TV networks that come in your pay TV (cable, satellite, telco) subscription. People complain that they pay for a lot of channels they never watch, and the pressure to "unbundle" them is growing so consumers can select only those they really want. This week's announcements for HBO and CBS about offering streaming services available without a pay TV subscription adds to the pressure.
So is this the beginning of the end of the bundle? (see my blog post The Bundle Begins To Crumble
Marketing Leaders: is this a good thing or a bad thing for the effectiveness of your television ads?
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Personal Data Privacy and recent Russia bill
Russia passed a bill recently that will have huge impact to the IT operations of many of us. Basically it says that companies operating in Russia and who collect, receive, store or transmit (“process”) personal data of natural persons in Russia will be required to place servers in Russia if they plan to continue doing business in that market.
For those of you doing business in Russia, how will it affect your operating models ?
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VoC Resting Rules - What are yours?
I’ve been asked to gather some information about how other companies handle “resting rules” in their survey processes. Resting rules are the standards for how long a consumer will be “paused” from receiving surveys once they have received a survey invitation or completed a survey.
For our VoC program, American Express will not send a customer a survey invitation for 30 days after their last survey invitation, nor will we send an invitation to a customer for 60 days after they completed a survey.
Do any of you have resting rules, and if so, can you please share?
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Anyone care to share your Cost per Survey/Interview?
We would like to benchmark our CPI (Cost per Interview/Survey). We handle around 3M survey responses a year as part of our VoC program at Amex, and like everyone, we want to make sure we are doing so on a cost-effective basis.
If any of you would care to share here in the community or privately (august.f.ray@aexp.com) what your CPI is for your surveying programs, I'd be happy to share ours, as well (although I've been asked not to post it.)
Thanks,
Augie
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Re: Analyst Relations resources
Hi Catherine - I just came across your post from 2010 and feel compelled to reply, even if I'm only talking to myself. 
One AR global program manager (no agency) to 5 PR agencies (US, UK, FR, DE, LATAM) with 4 in-house PR staff.
- Company revenue in 2013 $332.5 mil
- Five major solutions
- Four major verticals
- Three major geos
- Recent acquisitions: one in 2012, one in 2014; potential for another in 2015
- MQs - 2+
- Waves - 2+
- Other report RFIs - I lost count
Thanks for listening,
Marie
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Re: 2014 Customer Experience Job Openings
Audi of America is seeking a Customer Experience Manager.
Role Summary:
The Customer Experience Manager role is vital to driving key Strategy 2020 initiatives forward, fostering lasting customer-centric culture, rallying internal support and delivering on the corporate goal of elevating the Customer Experience. They will lead the development and implementation of core customer experience elements, including the continuous improvement process – Kundentisch, and regularly report on progress of these efforts to senior management. Leading cross functional efforts to put in place innovative and impactful programs, practices and policies.
**Please visit the full job description on our careers page and apply today:
https://vwgoa.taleo.net/careersection/jobdetail.ftl?job=AUD000453&lang=en&sns_id=mailto
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Re: Difference between "business capability" and "business process"?
All the above are excellent responses to defining "business capabilities" and "business processes". For a short example as was originally asked for:
Business capability – "pay a vendor". Non-technical, not tied to particular way of achieving the capability such as a process or an application.
Business process – (often shown in a flowchart) One process to support the capability “pay a vendor” is issuing a PO, where the requester submits a request and justification to the owner of the budget to pay the PO, and the budget owner approves it and send it to accounts payable to create the paperwork and send it to the vendor, debiting her budget. The process may call out particular tools used, or may not. Process descriptions have various levels as well.
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Re: eBusiness & Channel Strategy Job Board
Synovus is a financial services company with approximately $26 billion in assets based in Columbus, Georgia. Synovus’ divisions provide commercial and retail banking, investment, and mortgage services to customers through 28 locally branded divisions, 277 branches, and 363 ATMS in Georgia, Alabama, South Carolina, Florida, and Tennessee. See Synovus on the web at www.synovus.com, and follow us on twitter @synovusbank. Equal Housing Lender .
All candidates must apply online at www.synovus.com
Job Title: E-Channel Analyst
Job Summary:
Supports customer and market intelligence needs and provides insight into the competitive environment and customer behavior within and across E- Channels. Conducts research and analysis to aid the organization in understanding trends and ongoing volume/adoption. Conducts predictive analysis on topics such as satisfaction, new product launch/positioning, and adoption testing. Presents to various groups across the organization, including senior management.
Job Duties and Responsibilities:
■ Identifies trends in the banking and financial services industry that could impact the organization's success, and
where appropriate, socializes this information to relevant parties.
■ Manages competitive intelligence research for the bank overall and assist lines of business when needed to augment their own competitive intelligence research for respective product areas.
■ Conducts financial analysis and business case performance tracking. Conducts customer behavior analysis by segment.
Performs ad hoc analysis and actual versus business case research. Develops financial and operational efficiency models to enable managerial decision making.
■ Develops scorecards, dashboards and complex reports for EChannel to measure volume, adoption, customer behavior and the customer journey across the organization. Provides daily, weekly and monthly analysis and reporting and executive management reporting. Presents findings and recommendations to various groups across the organization, including senior management.
■ Uses database query tools to extract data from the Enterprise Data Warehouse. Ensures data integrity and accuracy in all reporting and analyses. Works with disparate data sources to develop MIS solutions.
■ Each team member is expected to be aware of risk within their functional area. This includes observing all policies,
procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
Required Knowledge, Skills, & Abilities:
■ Bachelor's degree in Marketing, Business Administration or a related field.
■ Five years of related market research and competitive intelligence experience on the client side and/or supplier side, including three years of financial analysis and developing reporting processes OR an equivalent combination of education and experience.
■ Proficiency using Microsoft Office software suite, including advanced proficiency using Excel and PowerPoint.
Preferred Knowledge, Skills, & Abilities:
■ Graduate degree
■ Knowledge of SQL and/or SAS Programming, UNIX/Linux and Windows
■ Knowledge of data warehouse or database extraction
■ Working knowledge of Business Objects
Additonal Contact Info:ericfowler@synovus.com
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2015 Job Openings
We have our first job posting in 2015! Feel free to add to this thread if you'd like to post a job opening.
Education nonprofit ACT is seeking a Customer Experience (CX) Analyst to advance its CX capabilities in order to ultimately design more meaningful experiences for the 10+ million individuals that we serve each year. This role will contribute to key CX programs, including Voice of Customer and customer insights management, and will champion internal adoption and process improvement. The CX Analyst will work closely with internal business partners to manage enterprise-level initiatives and drive change.
For a complete position description and to apply, please visit the website.
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How have your Microsoft Surface Pro 3 experiences been?
We've been offering corporate liable Microsoft Surface Pros (now version 3) for some time, with mixed experiences, as a replacement for laptops, usually for Execs and Managers only since we want to run them as 64bit Win8.1, and most of our business applications that office workers use are not compatible with 64bit yet. However, managers, directors, VPs, and up rarely use our home-grown business 'older' apps, so tablets running 64bit are an option for these people. People have really gravitated to the Surface Pro 3 (like they did years ago to iPad). But we have really had a high number of failures, issues, bugs, blue screens, etc., with these units. Some Execs have gone through several of them already, 3, 4, one person has gone through 7, so in terms of being a hardened device -- we have provided MS lots of feedback. I’m wondering if you are experiencing the same.
Rather than reply to this... please click on this poll/survey and answer 4 or 5 easy questions so we all can see how things are going in this space. A summary of the results is also provided at the link below as well then. - Thanks!
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Product integrity, brand protection, traceability and supply chain management
I've worked with a number of organisations over the years on their brand and product prtoection strategies. These are typically business initiatives that IT become inevitably and intrinsically responsible for - or at the very least, become heavily involved in.
The key challenge is usually to ensure that the integrity of the products being produced, distributed and sold to the end consumer are not only the genuine article, but also to ensure that the overall brand is protected from social group-think or social media balckmail.
This is not so much about the social media response mechanisms (though it does include it) as the track and trace capabilities as a product moves from manufacture into the hands of the ultimate consumer.
While Forrester doesn't produce a lot of research on this particular topic, I've pulled together some material from various engagements with clients over the years.
Please do help to update this information with your own expereinces and shortlisted vendors and/or any experiences you've had with them. This is definitely an area where peer experiences count.
If you can add to this content, please feel free to contact me. If this material is useful to you, please also let me know!
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Re: Intentional Analyst Event Collocation As AR Strategy
Agreed! ;-)
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Personal Data Privacy and recent Russia bill
Russia passed a bill recently that will have huge impact to the IT operations of many of us. Basically it says that companies operating in Russia and who collect, receive, store or transmit (“process”) personal data of natural persons in Russia will be required to place servers in Russia if they plan to continue doing business in that market.
For those of you doing business in Russia, how will it affect your operating models ?
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Re: 2015 Job Openings
Compassion International has a new Supporter Experience role that we are opening. Please take some time to check it out and feel free to apply or pass it on to someone who might be interested. Application information is in the attached document.
JOB BRIEF:
Serves as a resource for Compassion’s marketing partners forSupporter Experience (SX) best practices that maximize Return on Investment(ROI) and sponsor/donor engagement. Responsible for creating and sustaining aglobal supporter experience framework that creates rich and compelling brandexperiences for supporters while furthering sponsor/donor engagement.Responsible for governance and oversight of SE strategies globally, serving asa resource to regional marketing leadership and managing SE projects. Ensuresthat all legs of the supporter journey are connected and are consistent.Working alongside the Digital Marketing Manager under the leadership of theMarketing Strategy Director, this role focuses heavily on generating SXinitiatives through insight, ongoing measurement and a relentless drive tocontinuously elevate our sponsors’ experience.
To apply for the position, please select this link: APPLY HERE
For more information on Compassion International, please visit us at www.compassion.com
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Re: 2015 Job Openings
Travelers is seeking a Director of Claim Customer Experience in Hartford, CT
In this role you will be accountable for:
•Driving development and implementation of Claim Customer Experience strategies.
•Leveraging & Developing Analytics to Support Strategic Execution
•Building consultative partnerships within Claim & across Travelers to influence & inform outside-in strategy design
•Preparing executive-level presentations & supporting materials
•Supporting initiatives to promote the brand, generate traffic, improve retention and loyalty and create customer excitement for Travelers products.
If you have further interest in this role, please post your resume to www.travelers.com/careers under Job ID# 816872 & e-mail Jill Lutsky @ jlutsky@travelers.com
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Re: 2015 Job Openings
Senior CX Strategy Analyst
Macys.com is in year three of its CX Program and is expanding to provide teams in SF and NY with actionable insights.
Macys.com's CX Strategy team seeks a Senior CX Strategy Analyst to tell the customer story through NPS, SAT, and VOC data analysis, and recommend product and process improvement through quantitative and qualitative analysis. The ideal Analyst loves problem solving, excel, data visualization, comment theme analysis, and influencing people through insights (not a data dump). You will work with cross-functional teams to drive a continuous website and service improvements and close-the-loop with customers. NPS Certification, MBA, retail, B2C eCommerce experience a plus. Send resumes to:amy.cheng@macys.com
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Re: 2015 Job Openings
Scottrade is hiring a Senior VoC Research Analyst
Scottrade is hiring a Senior VoC Research Analyst who will be responsible for administering an enterprise wide Scottrade Voice of the Client (VOC) practice, ensuring that insights on clients’ needs, expectations, experiences and sentiments are effectively collected, interpreted and shared. In this role you will be responsible for: translating VOC information into insights to continuously improve our clients’ experiences; forging strong relationships with key stakeholders; and, evangelizing on the values and use of VOC data throughout Scottrade. Full description attached. Interested parties shouldcontact staffing@scottrade.com.
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Job Opening: Director of Claim CX, Travelers
Travelers is seeking a Director of Claim Customer Experience in Hartford, CT
In this role you will be accountable for:
•Driving development and implementation of Claim Customer Experience strategies.
•Leveraging & Developing Analytics to Support Strategic Execution
•Building consultative partnerships within Claim & across Travelers to influence & inform outside-in strategy design
•Preparing executive-level presentations & supporting materials
•Supporting initiatives to promote the brand, generate traffic, improve retention and loyalty and create customer excitement for Travelers products.
If you have further interest in this role, please post your resume to www.travelers.com/careers under Job ID# 816872 & e-mail Jill Lutsky @ jlutsky@travelers.com
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Macys.com is expanding their CX Strategy team!
Senior CX Strategy Analyst
Macys.com is in year 3 of its CX Program and is expanding to provide teams in SF and NY with actionable insights.
Macys.com's CX Strategy team seeks a Senior CX Strategy Analyst to tell the customer story through NPS, SAT, and VOC data analysis, and recommend product and process improvement through quantitative and qualitative analysis. The ideal Analyst loves problem solving, excel, data visualization, comment theme analysis, and influencing people through insights (not a data dump). You will work with cross-functional teams to drive a continuous website and service improvements and close-the-loop with customers. NPS Certification, MBA, retail, B2C eCommerce experience a plus. Send resumes to: amy.cheng@macys.com
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More Pages to Explore .....
