Post by ncwebcenter on Mar 23, 2009 12:39:44 GMT -5
Leader, Customer Insight – 0900226
Description
Our Customer Insight Leader will directly contribute to achieving our aspiration by leading the process and creating the infrastructure that ensures we are listening, responding and acting on customer feedback. Responsible for establishing and and maintaining a customer feedback loop to drive continuous improvements to our core customer processes as well as gather targeted market intelligence. All of this is with the lens of improving customer satisfaction and revenue growth globally for D&B.
* Build a system or systems that allow for streamlined collection and tracking of customer feedback across all functional groups (i.e. Sales, marketing, Customer Operations, Finance, etc.)
* Own the analysis and interpretation of customer feedback to uncover insights & actions needed to drive continuous improvement in customer satisfaction.
* Identify investment ideas or process enhancements that drive improvement in the total end to end customer processes
* Create a dynamic customer database that provides us insight about our customers so we can engage in a way that matters to them each and every day
* Distribute a weekly Customer MIS to our most senior leaders that is insightful and drives both behaviors and actions that ultimately drive both Customer Satisfaction and Revenue Growth
* Formulate and lead the process around closing the feedback loop by ensuring the appropriate party provides a response back to the customer.
Qualifications
* Very strong customer listening skills with experience in leading customer initiatives with heavy amount of change management involved
* Superior process skills and ability to know what to measure that are key customer touch points
* Analytical thinker with the ability to simplify large amounts of data into meaningful ideas
* Acts decisively when solutions are identified and is able to work well in a matrix organanization
* Excellent interpersonal skills and ability to lead across the organization to collaborate and influence senior leaders
* Ability to communicate effectively
* 10-15 years professional experience in the area of customer feedback or satisfaction
* Results oriented with a proven track record of meeting and exceeding expectations by effective prioritization, planning and project management.
* MBA preferred
Profile
Job Field: Operations
Locations: US-NJ-Short Hills
Organization: US Customer Operations
Schedule: Full-time
To apply, enter job #0900226 at
www.dnb.com/us/about/careers/External/Frameset/external_frameset.asp?cm_re=HomepageB*AboutDB*JobsLink
Description
Our Customer Insight Leader will directly contribute to achieving our aspiration by leading the process and creating the infrastructure that ensures we are listening, responding and acting on customer feedback. Responsible for establishing and and maintaining a customer feedback loop to drive continuous improvements to our core customer processes as well as gather targeted market intelligence. All of this is with the lens of improving customer satisfaction and revenue growth globally for D&B.
* Build a system or systems that allow for streamlined collection and tracking of customer feedback across all functional groups (i.e. Sales, marketing, Customer Operations, Finance, etc.)
* Own the analysis and interpretation of customer feedback to uncover insights & actions needed to drive continuous improvement in customer satisfaction.
* Identify investment ideas or process enhancements that drive improvement in the total end to end customer processes
* Create a dynamic customer database that provides us insight about our customers so we can engage in a way that matters to them each and every day
* Distribute a weekly Customer MIS to our most senior leaders that is insightful and drives both behaviors and actions that ultimately drive both Customer Satisfaction and Revenue Growth
* Formulate and lead the process around closing the feedback loop by ensuring the appropriate party provides a response back to the customer.
Qualifications
* Very strong customer listening skills with experience in leading customer initiatives with heavy amount of change management involved
* Superior process skills and ability to know what to measure that are key customer touch points
* Analytical thinker with the ability to simplify large amounts of data into meaningful ideas
* Acts decisively when solutions are identified and is able to work well in a matrix organanization
* Excellent interpersonal skills and ability to lead across the organization to collaborate and influence senior leaders
* Ability to communicate effectively
* 10-15 years professional experience in the area of customer feedback or satisfaction
* Results oriented with a proven track record of meeting and exceeding expectations by effective prioritization, planning and project management.
* MBA preferred
Profile
Job Field: Operations
Locations: US-NJ-Short Hills
Organization: US Customer Operations
Schedule: Full-time
To apply, enter job #0900226 at
www.dnb.com/us/about/careers/External/Frameset/external_frameset.asp?cm_re=HomepageB*AboutDB*JobsLink