CX Measurements and Insights Manager (remote)

CX Measurements and Insights Manager (remote) Juneau , Alaska Apply Now

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Pearson VUE is disrupting the way individuals get their certification or licensing, by providing the next generation of testing and assessment solutions where we are focused on creating a frictionless and seamless testing experience.

The Customer Experience (CX) Team at Pearson VUE are change agents who champion the voice of our customers.

The CX Measurements and Insight Manager will identify and quantify opportunities to improve the customer experience, increase customer loyalty, and engrain customer-centricity into business decision making.

You will manage VoC analysis outputs including ad-hoc customer data analysis, and will collaborate with other CX team members to support active projects.

The CX Measurements and Insights Manager will also use VoC data and other critical CX KPIs to build a comprehensive dashboards and scorecards of our CX performance across the key customer journeys for our assessments business.

General Responsibilities

As a direct report to the VP, Customer Experience, you will have the following accountabilities:

Support customer insights process from survey design to implementation to analysis and reporting

Lead the approach to providing insightful and actionable recommendations for improvements based on VoC feedback and business metrics

Work collaboratively with the Business Intelligence team to lead CX data stewardship including, management of KPI’s for critical customer journeys and life-cycle stages to drive NPS results

Develop scorecards to support key business/product owners track their critical CX metrics

Ensure that customer insights are disseminated, deeply understood, and used as the basis for development and enhancements of our products and services

Assess trends and insights using multiple data sets and large amounts of data

Synthesize direct and indirect data into a cohesive, actionable story for internal teams

Establish and maintain effective working relationships throughout the company

Present information to large and small groups, and convey messages to both technical and non-technical audiences

Contribute to the development and maintenance of the overall Customer Experience vision, strategy, principles and standards

Qualifications and Experience

BA or BS is required.

Graduate level degree is preferred.

7+ years of experience in any of the following areas: customer experience strategy or measurement, business analysis, market research/consumer insights or management consulting

Experience managing and performing in-depth analytics including combining survey research with transactional data to perform trend/correlation analysis are required, including using advanced Excel and other statistical and analytics solutions

Experience using web analytics tools to gather insights help guide development teams on best tools and methods to implement and use to gather insights

In-depth knowledge of research methodologies and data quality standards, including sample selection, weighting, normalization, etc.

Experience with programming, data mining, or visualization programs such as Tableau

Strong oral, written, and presentation abilities
– able to convey benefits to all levels of the business.

Demonstrated passion for providing customer satisfaction

Competences and Behaviors

Customer orientated

Analytical and process-orientated mindset

Working within an international environment

Builds networks with customers, other team members and other relevant teams is essential

Very good communications, presentation and negotiations skills

Technically innovative

Encourages people to be open and share their views

Ability to use own initiative to solve technical problems

Delivery focused and takes responsibility for targets

Strive for standardization and simplification in all aspects of work

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify.

All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify.

We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

The more inclusive we are, the better our work will be.

All employment is decided based on qualifications, merit, and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law.

The anticipated starting salary range for Colorado-based individuals expressing interest in this position is $110,000
– $130,000.

This position is bonus eligible.

Benefits available to eligible employees can be seen at:

#LI-POST

Learning is the most powerful force for change in the world.

More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning.

We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them.

We are the world’s leading learning company.

Learn more at pearsonplc.com.

Pearson believes that wherever learning flourishes, so do people.

We are committed to being an anti-racist company in everything we do.

We value the power of an inclusive culture and a strong sense of belonging.

We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential.

Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work.

People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here: 

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify.

We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

The more inclusive we are, the better our work will be.

All employment is decided based on qualifications, merit, and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law.