CX Insights Program Manager - Voice of Customer

Red Hat, Inc. - Raleigh, NC

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

Job summary

The Red Hat Voice of Customer (VoC) team is looking for an experienced and results-oriented CX Insights Program Manager to join us in Raleigh, NC to establish a customer experience insights and analytics program. As we move into the next phase of our maturity as a VoC program, we need someone to help us move into the predictive space while maintaining a focus on scalable analytics and action planning. You’ll be expected to significantly change the way we look at data, hear our customers out, and share the insights you gain with our stakeholders.

Primary job responsibilities
Devise, drive, and deliver analytics that generate data-driven insights
Identify and implement scalable analytics that include metric development and refinement
Establish predictive analytics that produce high-value business outcomes, including regression analysis, modeling, correlation, and customer sentiment, in a timely manner
Make use of your deep analytical experience to identify improvement opportunities and gather insights that will help us deliver exceptional customer experience
Identify and analyze data and anecdotal input from both customer and customer-facing associates to prioritize the VoC program opportunities
Be curious by employing an innovative approach, making it easy for the voice of our customers to be heard
Understand industry trends around customer experience metrics and performance
Present findings and insights to all levels of the organization, including senior leaders and members of our C-suite, accommodating the needs of your stakeholders to make your results consumable
Produce, refine, and enhance existing weekly, monthly, and business review reporting
Work cross-functionally and across geographies with stakeholders at all levels to support large-scale programs and initiatives
Adapt to a constantly changing environment, both internally and externally
Required skills
5+ years of program management experience
5+ years of data analysis experience with a focus on customer experience
Deep understanding of statistical principles like correlation, cluster, factor, and regression analysis is a plus
Proven record of delivering on business objectives tied to quantitative and qualitative measurement
Proven ability to be a big picture thinker and help design and propel a roadmap towards set business goals
Knowledge of Net Promoter Score (NPS), Customer Effort Score (CES), and other feedback collection methodologies
Demonstrated ability to structure complex problems, derive insights from data, and communicate with diverse teams
Experience with data visualization tools like Qualtrics or Tableau
Ability to succeed in a geographically diverse team and interact with partners and stakeholders at all levels
Ability to think and work both strategically and tactically

Solid communication and interpersonal skills, capable of motivating and persuading teams and individuals
Desire for innovation
Open to differing opinions and able to accept a meritocratic approach
Attention to detail, especially for presentations and other deliverables with a great amount of exposure
Bachelor’s degree in business or a related field; master’s degree is a plus

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