Job ID: 284443
C.R. Laurence Co., Inc. (CRL) is the leading supplier to the glazing, architectural, railing, construction, industrial, and automotive industries. Offering more than 60,000 products, we serve the industry from locations throughout North America, Europe, and Australia.
JOB SUMMARY:
The Customer Experience and Innovation (CXI) team’s mission is to serve as catalysts who partner to enhance our organization’s results by understanding, innovating, designing and improving experiences and relationships across all touchpoints in the customer journey. We are looking for a Voice of the Customer (VOC) Program Specialist who is passionate about providing exceptional experiences and furthering our vision of creating the most customer-centric building products company in the industry. The VOC Program Specialist will be an expert at thinking and seeing through the customer’s lens and will strive to solve problems at the root, collaboratively. The ideal candidate will have a proven track record in the strategy, setup, execution and management of a scalable CX and VOC Programs. The successful candidate will have strong data analytics experience and be customer-obsessed with an appetite for continuous improvement and experience design.
The CXI team partners with leaders across the organization to ensure our customers are at the center of everything we do. The VOC Program Specialist 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. They will embrace a culture of innovation, ownership and accountability; while working directly with business function leaders and cross-functional teams to design experiences and transform processes and systems that enhance both the customer and employee experience. The VOC Program Specialist will accelerate and expand the adoption of the Net Promoter System (NPS), VOC culture and skills throughout the organization, from executive to front-line leaders. They will lead the identification and operationalization of local and regional opportunities (i.e. people, process, platforms and partners) based on VOC insights for the purposes of meaningfully improving the customer experience across all touchpoints.
This role fills a key position in the implementation and deployment of the Customer Experience & Innovation strategy to enhance internal capabilities to improve all touchpoints in the customer journey and ensure the delivery of consistent, exceptional experiences for every customer, every time
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Build a VOC program in pursuit of advocating, evangelizing and leveraging insights to improve our customers’ journey and overall experience.
- Expert in service recovery and bringing issues to resolution.
- Manage customer and employee feedback collection, and leverage and unify feedback modalities (surveys, customer verbatim, focus groups, social media, etc.) to create a more reliable and sensitive customer feedback signal.
- Analyze data sets to integrate information and identify trends that result in actionable insights for improvement in operations, service delivery and customer experience.
- Collaborate with the wider organization to build a VOC strategy around a single customer-focused metric (NPS, CSAT, or/and Customer Effort Score – CES).
- Partner with Analytics CXI member to build a CX issue-to-solution reactive and predictive model.
- Create specific recommendations and action plans to drive product, people and process improvement strategy across every customer touchpoint.
- Lead a VOC Steering Committee of cross-functional partners to identify and implement optimal solutions in the areas identified as greatest impact through the lens of the customer.
- Support program management, process improvement and experience design across the CXI team by representing VOC.
- Ensure strong reporting capability on performance, understanding and communicating the story through a robust set of metrics and data visualization.
- Serve as the organizational expert in best practices for VOC and Customer-Centricity and establish industry benchmarking.
- Communicate feedback, challenges, roadblocks, insights and best practices effectively and concisely to appropriate audiences and stakeholders.
- Consistently enable the success of Net Promoter System (NPS) behaviors with front-line and leadership by creating and distributing regional NPS activity engagement, execution and impact reports.
EDUCATION/EXPERIENCE REQUIREMENTS:
Requires Bachelor’s degree with 5-7 years of relevant experience in Customer Experience, Process Improvement, Customer Relations, Project Management, Operations or Marketing.
Required: Certified Customer Experience Professional (CCXP); may be achieved within first year of employment.
KNOWLEDGE/SKILLS REQUIREMENTS:
Required:
- Highly respected team player/learner and a collaborative worker. Possesses a strong desire and ability to rapidly learn and apply the principles of lean and change management.
- Strategic thinker with analytical and problem-solving experience to assess, analyze, troubleshoot, and resolve customer issues and pain points.
- Experience to work/build relationships with cross-functional teams with ease, delivering impact consistently through seamless communication, influencing teams towards achieving goals.
- Experience defining and tracking metrics and implementing VOC programs to improve operational performance and customer experience.
- Experience leading data-driven projects and communicating the results of analysis and insights to technical and non-technical audiences.
- Expert-level oral and written communication skills with a proficiency in writing, editing, proofreading, and formatting of user-friendly, customer-ready materials.
- Self-motivated and disciplined, with capacity to work on multiple priorities in a fast-paced, dynamic environment and within time constraints.
- Skilled in teaching VOC improvement concepts and principles to diverse audiences from senior management to frontline staff.
- Exposure to cross-cultural audiences, and global and cultural awareness.
- Highly proficient in all applications of Microsoft Office, with an emphasis on Excel, Powerpoint, Visio, Word and Outlook.
What CRH Americas Offers You
- Highly competitive base pay
- Comprehensive medical, dental and disability benefits programs
- Group retirement savings program
- Health and wellness programs
- A culture that values opportunity for growth, development, and internal promotion
About CRH Americas
CRH Americas has a long and proud heritage as one of North America’s largest corporations. We are a proud reflection of the hundreds of family businesses, local and regional companies and mid to large sized enterprises that together form the CRH Americas family. CRH Americas operates with a decentralized, diversified structure, letting you work in a small company environment while having the career opportunities of a large enterprise.
C.R. Laurence Co., a CRH company, is a great place to grow! If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Please complete your online application and profile which will be sent directly to the appropriate Hiring Manager. Thank you for your interest in the CRH family!
CRH Americas is an Affirmative Action and Equal Opportunity Employer.
EOE/Vet/Disability