Manager, Customer Experience - Communications

Description:

Have a passion for talking topeople via email, print, or text? Have you mastered speaking to others at theirlevel in an engaging way? At Asurion, we are constantly looking to improve andour customer communications are a key enabler of the experience we deliver. Weare looking for a savvy communicator with a passion for customer experiencethat can help us surprise and delight our customers with new approaches andrefined content.

The primary focus of this role isto lead projects and initiatives to review, edit, and sell-in changes to ourcommunications. This role is embedded within our larger Customer Experience andMarketing teams with an emphasis on improving key customer experienceperformance indicators through enhanced communication. This person will act asa consultant for the larger business and change agent for the CustomerExperience team.

Principle Duties andResponsibilities:

  • Improve the customer experience through our various communication channels
  • Maintain audits of all customer communications sent across various programs
  • Conduct reviews of new or existing communication to identify improvement opportunities, grammatical/syntax issues, or general accuracy of information
  • Investigate and determine root cause of customer experience 'pain points' in communications and problem solve with other appropriate teams to resolve
  • Dive into individual customer journeys to understand the customer's perception and work to improve those journeys accordingly
  • Recommend new approaches for customer communication including new messaging or strategic changes to delivery methods
  • Guide overall company approach to writing communications through the implementation of a cohesive voice and persona
  • Help develop and deploy an overall customer experience focused communications strategy
  • Leverage the "Voice of Customer" to guide initiatives to reflect customer desires
  • Cultivate a strong functional understanding of the company, its clients, and its operating environment
  • Develop a keen awareness of key performance indicators and influences them through work completed
  • Collaborate cross-functionally with internal teams and clients on communications work
  • Demonstrate the strength of conviction to raise customer experience issues requiring organizational attention and reflect appropriate judgment to know when escalation is needed
  • Explore and stay on top of the latest industry trends and best practices in communications
  • Represent an interest in technology and the general areas of business we operate in

Qualifications and Experience

  • Bachelor's Degree OR at least 5 years direct experience in communications, journalism, or customer experience
  • 2 years direct experience in communications, journalism, or customer experience
  • Experience in proofreading or copywriting professionally a plus
  • Aptitude for consumer technology a must
  • Strong understanding of mobile phones and the related software and technology a plus
  • Excellent oral and written communication, including the ability to develop and articulate key presentations to a broad range of individuals
  • Strong emotional intelligence and interpersonal skills
  • High degree of personal ownership, accountability, and integrity
  • Intermediate to advanced capabilities with Microsoft Excel, Word, & Power Point

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