We are seeking a highly analytical and customer-focused Customer Journey Insights and Optimization Manager to join our team. As an Individual Contributor (IC), you will play a critical role in understanding, analyzing, and optimizing the end-to-end customer journey. Your insights and recommendations will directly impact customer satisfaction, engagement, and business outcomes.
- This position is hybrid based out of our Lehi, UT HQ.
- This role reports to: Director of CX Operations and Supply Chain
What You Will Own
- Customer Journey Analysis
- Analyze Voice of Customer data across the customer journey and across multiple channels (web, mobile, phone, email, etc.) to uncover trends and actionable insights.
- Collaborate with cross-functional teams to ensure alignment between customer experiences and business objectives.
- On a regular basis, communicate and present VOC insights and recommendations to Executive Leadership
- Insights and Reporting
- Leverage analytics tools to measure and track key performance indicators (KPIs) such as NPS, CSAT, and CES (Customer Effort Score) as well as administering this process across the company.
- Generate actionable insights through qualitative and quantitative analysis of customer feedback, surveys, research, and AI generated customer themes from various Voice of Customer sources, including Unwrap.
- Work with BI analysts to create and present findings and recommendations to stakeholders through compelling visualizations and dashboards.
- Optimization Strategy
- Identify and prioritize optimization opportunities to enhance the customer experience across the journey, with initial focus on the Support experience.
- Design and recommend solutions for increased agent efficiency maximizing the AI technology available and also recommend updates to reduce resolution time and improve customer experience and sentiment.
- Monitor the impact of optimization efforts and refine strategies to maximize outcomes
- Stakeholder Collaboration
- Partner with teams across the organization to align customer outreach efforts and advocate for customer-centric practices within the organization to ensure consistent, effortless, and more seamless experiences.
- Continuous Improvement
- Stay updated on industry trends, best practices, and emerging technologies in customer experience management.
- Drive innovation by proposing and piloting new tools, technologies, and strategies to improve the customer journey.
What You Will Need to Accomplish the Job
- Education: Bachelor’s degree in Business, Marketing, Analytics, or a related field. Master’s degree preferred.
- Experience:
- 5+ years in a customer experience, analytics, or optimization role.
- Experience with AI tools and technologies, especially in a Customer Experience environment.
- Technical Skills:
- Proficiency in analytics tools (e.g., Google Analytics, Tableau, Power BI).
- Experience with CRM systems and customer feedback platforms (e.g., Salesforce, Qualtrics).
- Soft Skills:
- Strong critical thinking and problem-solving skills.
- Excellent communication and presentation abilities.
- Collaborative mindset with the ability to influence and align stakeholders.
What Will Make Us Love You
- Customer-Centric Mindset: Deep empathy for the customer and an unwavering commitment to enhancing their experience.
- Analytical Acumen: Ability to analyze complex data sets and translate them into meaningful insights.
Weave is an equal opportunity employer that is committed to diversity and inclusion. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.All official correspondence will occur through Weave branded email.
We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process.
