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Location: Morristown, NJ, New Jersey, United States 
Requisition ID: 27117 

Schindler stands for mobility. Mobility needs experts.
Join our team in Morristown, NJ.

Founded in Switzerland in 1874, the Schindler Group is a leading global provider of elevators, escalators, and related services. Schindler mobility solutions move one billion people every day all over the world. Behind the company's success are over 60,000 employees in more than 100 countries.

With U.S. Headquarters in Morristown, New Jersey, Schindler Elevator Corporation is the North American operating entity of the Switzerland-based Schindler Group. Schindler is one of the leading global manufacturers of elevators, escalators and moving walks. Schindler employs over 5,000 people in more than 230 locations in North America. The company specializes in latest-technology engineering as well as mechanical and micro-technology products designed and rigorously tested for comfort, efficiency and reliability. Schindler products can be found in many well-known buildings throughout the US, including 4 World Trade Center, the Bank of America Tower and the Marriott Marquis in New York, Cowboys Stadium in Dallas and the Cleveland Clinic in Las Vegas.

Customer Experience Program Development & Platforms Manager

Mobility is the goal

Develop new data-driven Customer Experience Programs that reduce detractor scores &  increase promoter base to accelerate referrals and increase loyalty. Includes aggregating Voice of Customer Feedback and using insights to drive new strategies and initiatives that enables Customer Experience to be a competitive differentiator. Entails managing survey team to ensure quality and volume goals are achieved, as well as launching new Customer Experience platform to better measure and automate close the loop process. Work closely with Program Execution & Field Champions to deliver Customer Experience monthly results, drive employee engagement & training for pilot programs and full launches.

 

Lead Customer Experience Program Development, solving customer “pain points” & championing CX into culture in partnership with cross teams.  Program Examples include:

o    Customer Onboarding 

o    Promoter Protection i.e. Loyalty program

o    Promoter Activation i.e. Referral Program

o    Passives to Promoters Migration Initiatives

o    Customer Experience Intranet Site – Success Stories & Best Practices

Top 20 and Segmentation initiatives

 

Oversee Customer Survey Process & Team efficiency

  • Manage new survey launches, analysis & reporting
  • Ensure survey quality & defined response rate targets achieved across all touch points. 
  • Survey Team Recognition Program

    

Lead Customer Experience Proof of Concepts & Full launches in partnership with IT.   Examples:

  • VOC Measurement & Case Management Platform w/ sentiment, text analytics
  • Existing Program Expansions
  • Customer Experience Reporting Automation (manage monthly Customer Experience reporting until migrated to “self serve” electronic format)

 

 

Mobility needs you

  • Customer Experience Certification - NPS (is a plus, not required)    
  • MBA (is a plus, not required)
  • Business Analytics
  • Advanced knowledge of PowerPoint & Excel a bonus

 

FUNCTIONAL/TECHNICAL EXPERTISE

# YEARS

 

MIN

 

1.Research & Voice of Customer (VOC) Programs

3

 

2. Ability to translate business needs to technical teams (i.e.IT) + Relationship management.

3

 

3. Strong Relationship management (internal) and Vendors / agency partners

3

 

4. Program development expertise leveraging structured (i.e. survey) and unstructured data (i.e. social media). Ability to translate results into actions!  

5

 

5. Measuring customer experience (i.e. NPS, Customer Satisfaction) and Platforms (Qualtrics, SAP +)

3

 

 

Do you want to move the future with us?

If so, please click the Apply now button.

www.schindler.com

 

Equal opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to age, race, color, religion, creed, sex, sexual orientation, marital status, gender identity, national origin, citizenship status, disability or protected veteran status.

Schindler is committed to ensuring that our Career Center is accessible to all jobseekers, including individuals with disabilities. If you are having difficulty with the application or the accessibility of this website, please contact Recruiting_Support.US@schindler.com

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