Job Description:

The ISB Customer Experience (CX) Advocate is responsible for collaborating with regional account, operations, leaders to define and execute Customer Experience strategies, best practices, and initiatives. This role reports to the ISB CX Team Leader and is considered dotted line to the ISB region Executives, requiring successful navigation across a highly matrixed environment. The CX Advocate also supports the CX Team Leader by defining an operational framework and collaborating with CX peers to design and deploy standard processes, tools, templates, and a knowledge management structure.

Key Responsibilities:

Customer Engagement and Feedback:

• Work with regional leadership to increase and maximize customer engagement.
• Partner with CX peers to scope, design, and execute various types of Customer surveys (e.g., satisfaction surveys, product surveys) or conduct Customer interviews to capture feedback and insights as part of the ISB Listen, Learn, Act customer commitment model.
• Summarize and interpret Customer feedback to identify trends, risks, and opportunities.
• Share Customer insights with product owners, regional sales teams, and delivery leaders.
• Compile Customer insights for ISB events, such as Customer Advisory Council meetings, Product Advisory Groups, or User Communities.
• Capture and communicate Customer success stories.

Operational Framework and Governance:

• Define and maintain a comprehensive view of the CX operational framework, including all processes, system tools, templates, repositories, operational KPIs, and reports.
• Identify opportunities and propose business cases for improving CX efficiency and effectiveness.
• Create and manage a formal governance process for approving additions or changes to the CX operational framework.
• Manage approved operational initiatives using project management disciplines and report pipeline, plans, and status to the CX Team Leader.

Process and Tool Development:

• Lead the design, development, testing, deployment, and on-going maintenance of CX repeatable processes, system tools, templates, and associated documentation, collaborating with CX peers and other ISB/DXC teams as required.
• Create end-user and stakeholder documentation and lead demos and training sessions with CX peers and ISB teams as required.
• Design, implement, and maintain CX knowledge management repositories.

Continuous Improvement and Reporting:

• Lead the CX continuous improvement effort by conducting lessons learned, capturing opportunities for improvement, and funneling them into the CX operational governance process.
• Present CX strategies and initiative statuses in regional Executive staff meetings.
• Lead CX action planning, tracking, and reporting across Customer accounts to drive ISB responses and improvements to Customer feedback and requests.

Data Management:

• Manage and maintain regional Customer account and contact data in CX “gold source” data repositories, including the mapping to Salesforce and ISB leaders.
• Identify and drive improvements in data accuracy and synchronization between ISB and Salesforce.

Desired Skills & Experience:

• Successful record of planning and driving Customer Experience strategies and initiatives across large, complex, matrixed environments.
• Successful record of designing and establishing end-to-end operational capabilities, including formal knowledge management models.
• Voice of the Customer or Customer Success experience and demonstrated expertise.
• Advanced process design and re-engineering experience.
• Advanced experience in relational database design, testing, release management, and data analysis; experience designing end-user tools in Microsoft Power Apps is a plus.
• Significant experience creating clear, concise end-user documentation.
• Experience using project management tools to plan and track work.
• Ability to navigate and communicate effectively across all levels within DXC and the Customer’s organization.
• Excellent interpersonal and communication skills, both written and oral, with advanced PowerPoint and presentation capabilities.
• Ability to manage multiple workstreams and successfully deliver against aggressive timelines.
• Highly organized with a high attention to detail and the ability to create and communicate the “big picture” to all levels of stakeholders.
• Strong analytical and problem-solving skills.
• Undergraduate degree required; MBA is a plus.
• Flexibility to collaborate across global time zones.
• Knowledge of the Insurance industry is not required but is a plus.

Compensation at DXC is influenced by an array of factors, including but not limited to the experience, job-related knowledge, skills, competencies, as well as contract-specific affordability and organizational requirements. A reasonable estimate of the current compensation range for this position is $114,200 - $212,000.

Full-time hires are eligible to participate in the DXC benefit program.  DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage; employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off.

If you are an applicant from the United States, Guam, or Puerto Rico

DXC Technology is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age or genetic information. DXC's commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment. View postings below.

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