Principal, Global Consumer Experience Partner

About the Role:

The Global Consumer Experience Partner will play an integral role in the consumer journey and will have the opportunity to develop in a dynamic, innovative and multidisciplinary team that encourages collaboration while designing a five-star consumer experience across multiple channels.

The Global CX Partner will be a subject matter expert on the consumer experience within their assigned category, representing the voice of the consumer to the business. The Global CX Partner is responsible for the design, delivery and report out of the post purchase consumer experience for new product launches and legacy product consumer support in the assigned brand. The Global CX Partner is responsible for all new product customer-facing support materials, as well as knowledge articles used to train front line employees at support centers. The Global CX Partner is a key customer advocate during the product design process to ensure potential issues are resolved prior to occurring and monitors in-market products for consumer experience opportunities and collaborates cross-functionally to deliver improvements. As well, the Global CX Partner ensures readiness for peaks in sales and related service volume. This role requires a unique mix of process ownership, customer experience design, project management, analysis, communication, and cross-functional collaboration skills.

The Global CX Partner is responsible to plan for the end-to-end success of a new product launch, communicate and follow up on key deliverables, impact and track KPIs in their assigned category and will closely monitor new products post launch in order to share meaningful insights on the post purchase customer experience to the rest of the organization coordinating with all internal stakeholders such as product design or development, sales, marketing. This will include but is not limited to reviewing contact center call notes, conducting focus groups with front line advocates, monitoring data trends and socializing insights as required to various departments / stakeholder groups within SharkNinja. The Global CX Partner will leverage data available to proactively identify and address gaps in consumer experience for in market products in the assigned category, including conducting competitor and consumer research. The Global CX Partner goal is to provide valuable and actionable insights to the Customer Experience leadership team and key stakeholders on how to improve the business/strategy while maintaining the highest standard of customer service. The Global CX Partner is also responsible to communicate and follow up implementation of various recommendations made.

Duties and Responsibilities:

• Demonstrate in-depth product knowledge for assigned brand/product category.
• Own KPI goals and progress for assigned brand/product category. Track and understand all data trends for the assigned brand/product category to highlight issues and opportunities proactively.
• Partner with Product Development, Marketing and other teams to craft the post purchase consumer experience for all products in the assigned product category.
• Contribute insights early in the new product development process based on deep understanding of consumer behavior and existing products, as well as how those may vary by markets.
• Conduct competitive research to understand service landscape in the assigned category.
• Manage new product launch calendar to ensure readiness and success within assigned product category (consumer facing materials, front line training and materials, language support, etc.).
• Ensure all consumer facing materials are customer centric and deliver cohesive consumer journey and available for product launch and contact center readiness.
• Assess assigned product category for gaps in consumer experience within market products, and partner cross-functionally to deliver improvements.
• Analyze and extract meaningful trends from large amounts of data and BI tools to be prioritize opportunities and experience needs.
• Conduct consumer research to understand opportunities to improve the experience of existing and future products and product support.
• Build cross-functional relationships to ensure alignment to product roadmap and enroll internal stakeholders to drive necessary corrective actions.
• Develop training content for contact center agents, coordinate agent product testing, ensure samples, collateral and other materials are available on time for contact center readiness initiatives.
• Lead cross functional teams and vendors as needed to support business initiatives related to new product launches (EX: Test calls, IHUT support, product tournaments, secret shopper analysis, Out of Box surveys etc.).
• Develop positive working relationships with various levels of management in different departments.
• Present recommendations and insights to executive leadership teams and cross-functional partners.
• Participate fully as a member of the team and contribute to a positive and inclusive work environment.
• Other tasks as required.

Attributes and Skills:

• Consumer product or consumer support process expertise
• Collaboration and stakeholder management
• Customer experience design and journey mapping skills
• Robust project management skills
• Ability to manage multiple large projects simultaneously
• Speed, flexibility and agility
• Adapt well to change and manages time effectively to meet tight deadlines
• Data management and analytics - analyze and synthesize data trends to dive deep consumer insights and business metrics
• Research experience and ability to ask deep questions to generate new insights
• Intermediate to advanced proficiency of Excel and Power Point and extracting insights from BI tools
• Excellent communication, both verbal and written, and organization skills with the ability to summarize and present information through meaningful storytelling, while providing actionable insights to executive leadership audiences and other relevant stakeholders
• Experience presenting data-driven insights to senior audiences
• Highly organized and detail-oriented
• Proven track record of problem solving and solution delivery in a complex and fast paced B2C organization

Here are some of the things you'll bring:  

• Minimum 5 years of experience in a previous customer experience role
• Customer experience strategy or measurement experience
• Demonstrated experience extracting meaningful insights from data and translating into clear, compelling narratives (written and visual) with actionable recommendations
• Experience in product market research, process improvement or product engagement an asset
• Comfortable with ambiguity and working in a fast-paced environment
• Previous experience developing consumer facing content including troubleshooting and knowledge articles
• Experience working with Zendesk, DOMO and/or Sprinklr software an asset