●Purpose of Duties:
The CX Insights Measurement Lead is responsible to manage an effective measurement system globally, which includes both the bottom-up as well as (future) top-down measurement approach.
S/He will be the guardian of the overarching measurement methodology and owns the respective measurement blueprints from a global perspective. S/He will also provide guidance for effective program management which includes the regular revision of local, regional and global survey statistics, response rates and whether the program generates key insights for continuous improvement actions on operational, and organizational level.
S/He will be the first point of contact for the Regional CX Leads to discuss and align changes in the blueprints, helps with both implementation (new launches) as well as revisions or relaunches of key measurement elements (around surveys, dashboard set up and closed loop processes).
Moreover, s/he will take the role of a system specialist / ‘power-user’ with special admin rights in the system to support the local and regional teams with enhancements; and fully understand the capability building requirements in the region.
S/He will also own the relationship with Qualtrics / implementation & managed service vendor (e.g., commonFont) and is first point of contact from MCG side.
For the top-down measurement approach, the CX Insights Measurement Lead will be responsible for guarding the overall methodology and blueprint, support the Regional CX Leads to ensure the consistent roll out across regions and share best practices.
●Job Overview:
・Design overarching CX measurement methodology to ensure scalability and actionable insights can be derived from the measurement system.
・Monitor measurement system effectiveness on a local, regional and global level and continuously optimize processes and measurement design elements (around measure, monitor & analyze, act).
・Develop respective CX measurement capability building program and keep track on overall capability status.
・Support with training and 1:1 coaching for Regional CX Managers, facilitate regular trainings for regional businesses aimed at optimizing and further developing skills and capabilities over time.
・Run regular analyses on measurement statistics and specific statistics regarding insights to action to continuously improve the program and eventually increase customer satisfaction.
・Aggregate regional and global data and report on trends and insights to higher management to support broader global roadmap and decision making, with the help of respective analytics and reporting departments or agencies.
・Develop top-down measurement methodology (along measure, monitor and analyze, act) and ensure consistent roll out in countries and regions.
■休日:完全週休二日制, GW, 祝日, 土, 夏季休暇, 日