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Customer Experience Analyst (Co-Op)

Company: Motorola Solutions
Location: Schaumburg
Posted on: January 18, 2023

Job Description:

Company Overview

At Motorola Solutions, we believe that everything starts with safety. It's the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we're ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

Department Overview

The Centralized Managed Support Operations (CMSO) Customer Experience (CX) team has a mission to continually improve the Customer Experience for our customers. The Cx Analyst will work in partnership with the CX Lead and key leadership stakeholders to execute and manage the global customer experience strategy, identify additional customer experience workstreams and expand to additional CX deliverables.

Job Description

The Customer Experience Analyst will:

* Lead development and delivery of CMSO global CE/quality program

* Recommend additional actions in support of CE goals

* Create/manage complex project plans

* Facilitate the program buildout to identify and implement KPIs, coaching program, processes, procedures and reporting needs

* Acts as POC for vendor relationship, ensuring SLAs are met

* Manage and execute project communications independently

* Identify CX best practices that support our mission

* Integrate customer experience metrics into organizational scorecard

* Implement process to identify improvements for back office procedures and tools

* Build and manage project delivery scorecard

* Build strong relationships with leaders to influence

* Champion an employee engagement program to shift the culture

* Continually evaluate and project program ROI

* Facilitate program governance

* Expertise influencing senior leaders

* Prior experience identifying and driving towards ROI

Preferred Skills and Qualification

* Experience in an operations environment (desired)

* Analytics and reporting knowledge

* Can work independently and across teams

* Prior work in a global environment preferred

* Microsoft Office and Google Suite proficiency

* Bachelor's degree required

Basic Requirements

* Must be currently enrolled at a Regionally Accredited Institution
* 1+ years of relevant experience or prior MSI Internship experience

Vaccine Requirement

Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Motorola Solutions and maintain compliance with these requirements.

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan


Our U.S. Benefits include:

* Incentive Bonus Plans
* Medical, Dental, Vision benefits effective Day 1
* 401K with Company Match and Day 1 vesting
* 9 Paid Holidays
* Generous Paid Time Off Packages
* Employee Stock Purchase Plan
* Paid Parental & Family Leave
* and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.

Keywords: Motorola Solutions, Schaumburg , Customer Experience Analyst (Co-Op), Professions , Schaumburg, Illinois

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