Customer Experience Analyst (Co-Op)
Company: Motorola Solutions
Location: Schaumburg
Posted on: January 18, 2023
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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
No
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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