Senior Expert Program Manager

hace 1 mes

jalisco, México Infineon Technologies A tiempo completo
Details

Negotiable

Full-Time

1 position

The Customer experience team at Infineon is seeking a CX Voice of the Customer (VoC) platform manager/owner and an expert dashboard designer who will be responsible for managing all aspects of the platform and delivering high-impact, actionable real-time customer insights via a modern customer experience management platform (The Qualtrics XM Platform).

In your new role you will:

  • Own and manage all aspects of the global Infineon VoC platform development, configuration, optimization, and maintenance (“Qualtrics”) ensuring transparency and value to the business.
  • Build and manage Voice of the Customer insight dashboards for internal stakeholders to understand customer insights and make decisions. Conceptualize the business case and design visualizations in the form of dashboards in Qualtrics to uncover customer insights by integrating operational data and experience data, following the best practices in the CX industry, using best-in-class visualization techniques for all established and new transactional listening posts (survey programs) and research-based studies performed.
  • Execute customer surveys and related processes: Configure survey questions, answer options, survey flow/logic, embedded data, perform internal API calls to successfully design the survey flow in the tool and to associate relevant operational data with the survey.
  • Manage the active surveys dashboards: Responsible for maintaining day-to-day operations of Qualtrics that include maintaining operations of active surveys, dashboards, and close loop process and comprehensively own everything related to “data” that is in the tool.
  • Build survey dashboard: Analyze data from the designed customer insight dashboards and using advanced statistical suites available in Qualtrics including Stats iQ, text iQ, topics, and sentiments to share key themes, highlights, lowlights, correlations, and in-depth analysis to the CX team and if needed to the internal stakeholders.
  • Train users: Own creation, management, and execution of platform training, user guides, support materials, answering questions, and the design of other interventions for all listening posts.
  • Manage licenses/users: Manage dashboard user access based on defined roles and rights for each listening post.
  • Define and configure command center metrics and design suitable dashboards for the CX team, stakeholders, and project managers for a programmatic view that shows tool adoption, usage, etc.

You are best equipped for this task if you have:

  • University education (bachelor’s or master’s degree) in an appropriate discipline, or an equivalent combination of education and experience.
  • A minimum of 2-3 years of experience managing a Voice of the Customer - Customer Experience Management platform such as Qualtrics, Medallia, or Confirmit.
  • A minimum of 1-2 years of experience in project management, ideally in enterprise software and/or market research.
  • Expertise with data visualization and experience management dashboards and knowledge/experience with digital analytic tools.
  • Proven experience working with advanced tool capabilities including but not limited to setting up (or working on) text topics, text iQ and stats iQ suites, survey logic/rules, data automations, out of the box system integrations, etc.
  • Demonstrates ability to effectively build relationships with internal partners and other stakeholders through positive interaction and problem identification and resolution.
  • Demonstrates superior multi-tasking abilities and the ability to coordinate with numerous stakeholders to drive efforts forward.

Nice to have for this position include:

  • Qualtrics XM certification or Medallia Product Certification is an asset.
  • CXPA.
  • Prior experience managing complex projects and implementation efforts.
  • Proven experience working with APIs for data push/pull and updates.

Infineon is a world leader in semiconductor solutions. We make life easier, safer, and greener - with technology that achieves more, consumes less and is accessible to everyone. Our solutions for efficient energy management, smart mobility, and secure, seamless communications link the real and the digital world.

At Infineon we are a compassionate, confident, and pioneering group of individuals who are daring to dive into the world’s biggest challenges with imagination and an open mind. We come from different backgrounds with varying levels of expertise, yet we respect one another as equals. We recognize that there are big challenges ahead for our planet—we’re compelled and excited to join the quest for a better future, and we hope you are too

Part of your life. Part of tomorrow.
- Employment at Infineon is contingent upon proof of your legal right to work.

#J-18808-Ljbffr

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