Company Overview

​At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

As part of the Global Customer Experience organization will be responsible for driving customer experience for the Channel and Direct customers.

Job Description

• Voice of Customer (VoC) Programs: develop and manage VoC initiatives to gather customer feedback, drive insights, and translate them into actionable improvements.

• Customer Feedback Analysis: collect and evaluate customer feedback from various sources, using it to make informed decisions that enhance the customer experience.

• Advocating for Customer Needs: representing the voice of the customer in internal discussions, meetings, and decision-making processes. Ensuring that customer perspectives are considered and addressed in business strategies and product developments. 

• Ownership of Regional Councils and Cross-Functional Collaboration:  drive the operations of regional councils, ensuring seamless coordination with various business units including sales, marketing, product development, customer support, order management, delivery, repair, etc.

• Customer Journey Mapping: analyze the customer journeys, identifying key touchpoints and driving improvement initiatives to convert friction points into positive interactions. 

• Customer Satisfaction Measurement: monitor and improve regional key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Experience Indicator (CEI), and Customer Satisfaction Score (CSAT).

• Strategy Development and Execution: design and implement a long-term strategic plan for the assigned region to improve customer experience, aligning with the company's overall goals, objectives, and regional market dynamics. 

• Global and Local Balance: balance global customer experience initiatives with local cultural nuances and preferences, ensuring a globally consistent yet locally relevant approach. 

• Process Improvement: identify inefficiencies and pain points in customer interactions, and develop solutions for the region to streamline processes and reduce customer dissatisfaction.

• Training and Empowerment: drive customer experience improvements through CX education, training and coaching, increasing the stakeholders’ engagement and fostering a customer centric culture across the organization.

• Technology and Tools: Leverage CX tools (such as Qualtrics, One MSI Survey Tool) to better understand and serve customers.

• Cross-functional analysis : create and manage a detailed and properly tagged CX workspace to connect all available VoC, VoB and VoE data in one place (Airatable). 

• Reporting and Communication: provide regular reports on customer experience initiatives and outcomes to stakeholders, leadership teams as well as external customers.

• Innovation and Continuous Improvement: continuously seek innovative ways to enhance the customer experience and stay ahead of industry trends. Pilot and implement innovative customer experience initiatives that leverage the latest in technology and service design.

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Basic Requirements

• Candidate must have at least a Bachelor's Degree in relevant field.

• Proficient in writing and understanding surveys

• Highly organized, strong attention to detail, capable of significant multi-tasking and follows all tasks through to completion in a timely manner and works with a sense of urgency

• Excellent verbal and written communication skills

• Thorough knowledge of research methods and best practices for conducting surveys

• Ability to interpret data and insights to objectively and consistently drive CX objectives

• Strong analytical and problem-solving skills.

• Proficient with Google or related software survey tool such as Qualtrics used to draft surveys and data visualization

• Strong project management and prioritization skills

• Ability to use Excel/Google sheets & Tableau  to analyze data and create visuals 

• Cross-functional collaboration

• Customer Journey Mapping 

• Comfortable communicating and sharing CX actions to drive change with customers and partners

Travel Requirements

10-25%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email ohr@motorolasolutions.com.