TOTAL CUSTOMER EXPERIENCE VOICE OF THE CUSTOMER (VOC) STAFF PROGRAM MANAGER

Total Customer Experience Voice of the Customer (VoC) Staff Program Manager

Location : Fremont, CA, US

About our group :

Seagate is looking for Voice of the Customer Program Manager. At Seagate, we are passionate about Seagates customers and their experience with us.

We are serious about enabling our customers to succeed and have been working over four decades to foster meaningful partnerships with our customers and channel partners.

Join us on this journey to keep engaging, learning and providing Seagates customers with great experiences as they do business and partner with us.

About the role - you will :

In this role, you will be reporting to Director of Customer Experience. The Total Customer Experience VOC Project Manager will help lead the effort to better understand our customers needs, align our culture to support them and develop effective programs to create loyalty and value.

This role fills a key position in the implementation and deployment of the Total Customer Experience strategy to enhance internal capabilities to improve all touchpoints in the customer journey and ensure the delivery of consistent, exceptional experiences for our customers.

As a key member of our Total Customer Experience team, you will be responsible for the following :

Essential Duties / Responsibilities

• Develop closed-loop customer Voice of the Customer programs across Seagates customer sets
• Create vision and execute VOC strategy for end-to-end customer experience
• Lead customer experience VOC program function, including measurement, governance, administration, reporting, analysis, insights and action
• Create surveys, customer workshops and other forms of customer listening, analyze and learn from data, and identify action plans based on trends and feedback
• Collaborate with the wider organization to build a VOC strategy around customer-focused metrics
• Link key VOC metrics to business performance and develop strategic action items that drive business results
• Support program management, process improvement and experience design across the organization by representing VOC
• In partnership with analytics and other cross functional teams, lead customer insights to increase internal customer centric thinking, tell the story through VoC data analysis and reporting, conduct root-cause analysis, and recommend key opportunities for improvement
• Deliver rigorous analysis of customer feedback, journeys and pain points using leading methodologies
• Partner with the various business units that lead the customer journey stages to develop journey maps and understanding of the customer lifecycle, obtain commitments and build action plans for customer experience gaps or new design
• Continuously evaluate, enhance, and update data resources and listening posts together with analytics, IT and other cross-functional teams
• Ensure operational excellence in maintaining the survey instruments and process, keeping reporting tools up to date, documented and acting as the primary point of contact
• Continuously educate through customer stories, building internal empathy and understanding

About you :

• Experience in Customer Experience, Process Improvement, Customer Relations, Project Management, Operations or Marketing.
• Certified Customer Experience Professional (CCXP); (Preferred)
• Accomplished leader in customer experience and VOC program development, in particular building VoC programs for B2B companies
• Experience defining and tracking metrics and implementing VOC programs to improve operational performance and customer experience
• Strategic thinker with analytical and problem-solving experience to assess, analyze, troubleshoot, and resolve customer issues and pain points.
• Experience with extracting and analyzing data sets that cross multiple domains
• Skilled in teaching VOC improvement concepts and principles to diverse audiences from senior management to frontline staff.
• Excellent written and verbal communication, at all levels from senior executive staff to individual contributor
• Track record of collaboration and partnership with cross functional teams
• Ability to manage multiple priorities across teams and functions
• Experience leading, facilitating journey mapping sessions (internal and with customers)
• Highly proficient in all applications of Microsoft Office, with an emphasis on Excel, PowerPoint, SharePoint, Word and Outlook.
• Experience in using CX management tools (Qualtrics, Medallia, SuteCX, etc.)
• Comfortable working in a dynamic and rapidly changing environment; able to navigate and resolve ambiguity
• Passionate about customers and building partnerships
• Bachelors degree and / or related experience

Location : Bay Area - Remote

Bay Area - Remote

Seagate provides an environment where equal opportunity is available to all. All qualified applicants will receive consideration for employment without regard to age, race, color, ancestry, ethnic or national origin, physical or mental disability, medical condition, genetic information, marital status, sex (which includes pregnancy or perceived pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, sexual orientation, perceived or actual religious creed or political opinion, military and veteran status, taking or requesting statutorily protected leave, taking or requesting a reasonable accommodation for a protected basis, or other basis protected by applicable law.

Company-sponsored training, education, degree assistance, and social and recreational programs are also included. , , & .

Seagate believes that vaccines are one of the most powerful tools to fight COVID-19 and maintain a safer workplace. We implement vaccine mandates where legally required or when the company determines that a mandate is necessary for the protection of workers.

United States - Proof of a completed COVID-19 vaccination is required for all US-based employees of Seagate. Subject to federal, state, and local laws and regulations, this requirement applies to all employees and locations in the United States including those employees working remotely.

Seagate will consider exceptions to this policy for medical or religious reasons on an individualized basis.

For information on how Seagate collects and uses your personal information during the application process, please review the applicant privacy statement.