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Re: eBusiness & Channel Strategy Job Board

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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


2015 Job Openings

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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.

How have your Microsoft Surface Pro 3 experiences been?

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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!

 

Take the Survey

Link to the Real-Time Results 

Product integrity, brand protection, traceability and supply chain management

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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!

Re: 2015 Job Openings

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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

Re: 2015 Job Openings

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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

 

 


Re: 2015 Job Openings

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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.

Re: 2015 Job Openings

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Travelers is hiring a Director of Customer Experience - Claim, based in Hartford, CT.

 

In this role, you will be accountable for driving development and implementation of strategy for a key component of customer experience, within assigned business or customer group.

*Leverages & develops analytics to support strategic execution.

*Develops and/or partners with communications to drive customer experience results within scope of accountabilities.

*Prepares executive-level presentations & supporting materials.

*Support initiatives to promote the brand, generate traffic, improve retention and loyalty and create customer excitement for Travelers products.

 

If you are interested in this role, please visit www.travelers.com/careers and apply to job ID# 475BR or email Jill Lutsky at JLUTSKY@travelers.com.


Senior CX Strategy Analyst - Macys.com

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Macys.com's CX Strategy team seeks a Senior CX Strategy Analyst to support the CX Program.  You will tell the customer story through NPS, SAT, and VOC data analysis, conduct root cause analysis, and recommend product and process improvement through quantitative and qualitative analysis.  You are a detective/problem solver, who loves excel, data visualization, comment theme analysis, and influencing people through insights (not a data dump).  You will work with cross-functional teams to drive continuous website and service improvements and close-the-loop with customers.  You must be passionate about improving the customer experience. NPS Certification, NPS Program administration, MBA, retail, B2C eCommerce experience a plus.  Send resumes to  amy.cheng@macys.com.

Re: 2015 Job Openings

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Customer Experience Specialist - Ciena

 

Ciena is the network specialist. In the marketplace we’re known primarily for our innovative products and attentive customer service. But we also pride ourselves on being a great place to work with a culture that reflects our corporate values. We are a company that is driven to perform, passionate about our work, flexible in our approach to technology and business, creative in our thinking, and accessible to our customers.

 

We are currently seeking a passionate Customer Experience Specialist whose mission will be to provide communications, training and qualitative expertise within a highly skilled team of customer experience professionals working to continue maturing Ciena’s customer experience as a competitive advantage.

 

Specific Responsibilities

  • Contribute expertise in Customer Experience industry standard methodology to enable the organization to execute on Ciena’s global customer experience strategy.
  • Develop, design and implement innovative Voice of Customer programs.
  • Measure and translate the Voice of the Customer into actionable plans to further improve Ciena’s customer experience.
  • Execute qualitative interviews, analysis and reporting.
  • Create and execute an effective communications plan to drive Customer Experience deeper within the Ciena culture. Including a content strategy for:
    • Employee-wide publications
    • Customer consumable messaging
    • Training material
  • Engage directly with Ciena’s customer base to determine which touch points need improvement to achieve outstanding customer satisfaction and loyalty.
  • Implement regional initiatives based on the global customer experience strategy by establishing yourself as a thought leader in customer experience for the APAC region including traveling into the region twice a year.
  • Travel within North America a minimum of once a month.
  • Benchmark best in class approaches to obtain competitive intelligence on Customer Experience.

 

For complete job description please see attached file, or reach out to Sandra Fornasier.





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