VP Finance Customer Experience amp Project Management

Profile

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Job Summary

Reporting to the Northeast Division (NED) Chief Finance Officer, the VP, Finance, CX & PMO will own start-to-end Customer Experience (CX) and Project Management Office (PMO) lifecycles. This includes CX Analytics & Insights, NPS Platform & Work Practices, Operational Program Support, Experience Journeys & Programs, and leading and developing the strategic planning to support important and large-scale business initiatives. Develops and recommends plans for implementation and administration of programs. This senior leader will be a key member of the NED Finance senior leadership team driving executive partnerships with NED Division Shared Service and Regions, Headquarters, and our Central and West colleagues. Oversees coordination of personnel required to successfully complete assignments.

Job Description

Core Responsibilities:

CX Analytics & Insights:


Own CX forecasting, conduct performance analysis and opportunity area identification

Oversee CX Journey Analytics & Advanced Analytics including speech / written analytics with NICE Engage and Sentiment & Quality Automation

Direct CX / NPS Dashboards

Collaborate with our HQ, Division and Regional partners to ensure consistent experience across the NED

Manage unassisted and digital experience improvements and optimization


NPS Platform & Work Practices:


Responsible for tNPS Program and Pilot Support

Support assisted tNPS Performance (3 channels)

Drive work practices and NPS operations initiatives including Xfinity Love, Callbacks, Alerts, and others

Lead unassisted alerts and opportunities

Own cross functional partnerships to drive huddles, including material, for rNPS, tNPS, and Reliability

Sponsor elevation process and advocacy at division and HQ levels

Ensure employee engagement Rewards and Recognition across all CX activities such as CRX100


Operational Program Support:


Responsible for the management of the Quality Program (includes 7 programs) to ensure alignment with business objectives and tNPS targets

Manage cross-functional Coaching Program

Provide program support and overall management of CX / Quality / Coaching Tools such as MyPerformance, BIA, Calibration, Engage, etc.


Experience Journeys & Programs:


Lead Customer Journey initiatives for NED with HQ Engagement teams

Run NED Reliability initiatives cross-functionally including proactive XIT, GSK

Lead cross-functional Digital and Experience initiatives including Genesis CX, Seamless Moves and Consent


Tools:


Responsible for facilitating a collaborative process for managing NED tool requirements, testing, deployment, and adoption

Instrumental role as POC to HQ on behalf of NED


PMO:


Responsible for delivering product innovation and experiences with a focus on driving growth and expansion

Manage and support the PMO team in leading key initiatives aligned with division priorities

Ensure consistent deployment quality and increased speed to market through delivering exceptional service to key stakeholders

Define and track project success metrics and NPS score impacts to support and drive operational excellence and business outcome

POC to HQ on behalf of NED responsible for aligning and prioritizing initiatives

Strategic thought partner to HQ on deployment planning and strategy


Other Duties & Responsibilities:


Responsible for balancing financial targets and results across the Division, negotiating changes, and managing performance expectations.

Analyze aspects of financial performance and provides recommendations for improvement.

Make sure we capture data and create useful reports to gauge our progress toward our goals.

Define and implements key performance indicators and strategic objectives for the Division and, as appropriate, the Division CFO; facilitates measurement of those objectives, reporting results to the executive team.

Ensure availability of adequate and appropriate equipment, staffing, and systems; recommends additional staffing and services.

Ensure compliance with federal, state, local, and organizational laws, regulations, guidelines, and best practices, including but not limited to tax laws, generally accepted accounting principles (GAAP), federal acquisition regulations (FAR), and cost accounting standards (CAS).

Maintain knowledge of developments and trends in finance and administration including technological advances.

Perform other duties as required.


**MEMBERS ONLY**SIGN UP NOW***. is an EOE/Veterans/Disabled/LGBT employer.

Disclaimer: The above information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

**MEMBERS ONLY**SIGN UP NOW***. is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.

Education

Bachelor's Degree

While possessing the stated degree is preferred, **MEMBERS ONLY**SIGN UP NOW***. also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

15 Years

Base pay is one part of the Total Rewards that **MEMBERS ONLY**SIGN UP NOW***. provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, **MEMBERS ONLY**SIGN UP NOW***. provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (****on our careers site for more details.

Company info

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