Director Survey Product

Asurion is seeking an experienced product leader to drive innovation in our transactional survey program, enabling high quality customer feedback to drive our global continuous improvement efforts. The Survey Product Director will own all aspects of Asurion's transactional customer survey program, including vendor management, budget management, new survey design, existing survey updates and evolution, standards of practice, process improvement efforts, and reporting integration. In addition to maintaining continuous survey operations, this leader will be challenged to mature Asurion's survey capabilities, creating a clearly articulated survey program vision and development roadmap with the goal of effectively tapping into customer feedback at the end of an interaction to understand the emotion expressed by our customers during their journey with Asurion while also reporting longitudinal performance metrics to tell the story of Asurion's commitment to delivering superior customer experiences to our internal and external teams. This senior leader will champion a 'Test and Learn' approach to surveys and will partner closely with key stakeholders to ensure that survey data is adding value and actionable insight to the organization.

NPS and other Customer Satisfaction scores are vital to work groups across the organization including product, technology, operations, Soluto, and customer solutions, to understand customer perception of the experiences delivered and inform innovation cycles and enhance our service delivery experiences. The Survey Product Director will serve as strategic partner to the CX Operations and Client CX team leaders, working to clearly understand and articulate survey practices that deliver the types of scores and insights these teams find valuable. Strong communication and critical thinking skills combined with a passion for the customer and innovation are critical to success.

Why Asurion?

Simply put, Asurion helps people stay connected. We are a privately held company which enables us to focus on long term customer and client value. As the global leader of connected life services, we provide over 290 million consumers around the world with simple, intuitive technology advice to help them get the most from their devices; support to fix their issues and connectivity crisis, and device protection to ensure they receive a replacement or repair. When a product is missing or simply doesn't work properly, Asurion's 17,000 employees are focused on solving the problem with people and processes operating 24 hours a day, seven days a week, speaking six languages, and working across any device, platform, or provider. By partnering with leading retailers, mobile carriers and pay-tv providers, Asurion helps customers enhance their lives through their technology.

Your Responsibilities:

  • Act as the survey expert within the company, recognized for your depth of knowledge and expertise in customer feedback processes and action plans
  • Develop and lead the survey program strategic roadmap, with an eye toward the advancement of the function and delivery of a best in class transactional program
  • Anticipate internal and or external business challenges and proactively recommend process, product or service improvements to address those challenges
  • Maintain smooth operation of the transactional survey program within budget, ensuring all surveys are running as designed, with minimal downtime / interruption
  • Effectively manage survey project pipeline, gaining deep understanding of the survey needs of the business and prioritizing development efforts in line with business urgency and impact
  • Facilitate effective dialogue with CX Operations and CX Client partners to ensure clarity of direction, priorities, and business needs - bringing creative solutions to the table when new requests and challenged emerge
  • Actively manage the partnership with ConfirmIt, and continuously review/explore survey platform providers to ensure Asurion's needs and vision are adequately met
  • Serve as a survey subject matter expert, well versed in survey best practices and connected to the larger CX leadership community to identify trends, opportunities, and challenges in transactional survey execution
  • Establish a test/learn/refine framework to rapidly advance our customer understanding and introduce best in class practices into standard survey design; generate hypotheses and use testing methods to quickly prove or disprove your theories
  • Modernize the verbatim capture and analysis process, leveraging ML and AI to replace the higher cost, manual effort in place today
  • Seek to enhance the closed loop process for following up on customer complaints and requests for attention
  • Partner with global CX teams to identify transactional survey needs and develop a strategy for managing the survey platform as a global product
  • Proactively drive discussion around best uses for transactional survey metrics and feedback
  • Effectively develop a small team of survey administrators and program managers to help them continue to evolve and drive improvement in the program
You are the Right Applicant If:
  • You are passionate about the customer and want to serve as an internal customer evangelist
  • You get excited by utilizing data to make decisions yet can balance data with great intuition and customer empathy
  • You enjoy partnering with cross-functional teams and people like working with you
  • You are comfortable communicating complex business issues, verbally and visually, and have executive presence
  • You demonstrate a curiosity in technology and a strong analytical mindset; know how to leverage technology and data to gain insight that leads to market advantages
  • You demonstrate the interpersonal skills to interface well with all other disciplines of the business at an Executive, managerial level, as well as a front line team level
  • You are an experienced product manager, with an understanding of how to create and manage to a product development roadmap, ensuring continuous product delivery while making enhancements along the way
  • You are comfortable making a business case for development investment, and can effectively evaluate delivery options with an ROI optimization objective
  • You have experience managing external vendor partners and can effectively assess the vendor landscape to ensure Asurion's investments are appropriately placed
  • You can quickly learn transactional survey best practices and speak with confidence and authority when conveying those concepts to business partners
  • You are a creative problem solver
  • You bring an entrepreneurial mindset to your everyday endeavors
  • You have 7+ years of customer experience, product management, quantitative research, or other relevant experience
  • Bachelor's Degree required; MBA or other Master's Degree preferred

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