ISB Customer Experience Advocate

Job Description:

The ISB Customer Experience (CX) Advocate is responsible for collaborating with regional account, operations, leaders to define and execute Customer Experience strategies, best practices, and initiatives. This role reports to the ISB CX Team Leader and is considered dotted line to the ISB region Executives, requiring successful navigation across a highly matrixed environment. The CX Advocate also supports the CX Team Leader by defining an operational framework and collaborating with CX peers to design and deploy standard processes, tools, templates, and a knowledge management structure.

Customer Engagement and Feedback:

• Work with regional leadership to increase and maximize customer engagement.
• Partner with CX peers to scope, design, and execute various types of Customer surveys (e.g., satisfaction surveys, product surveys) or conduct Customer interviews to capture feedback and insights as part of the ISB Listen, Learn, Act customer commitment model.
• Summarize and interpret Customer feedback to identify trends, risks, and opportunities.
• Share Customer insights with product owners, regional sales teams, and delivery leaders.
• Compile Customer insights for ISB events, such as Customer Advisory Council meetings, Product Advisory Groups, or User Communities.
• Capture and communicate Customer success stories.

Operational Framework and Governance:

• Define and maintain a comprehensive view of the CX operational framework, including all processes, system tools, templates, repositories, operational KPIs, and reports.
• Identify opportunities and propose business cases for improving CX efficiency and effectiveness.
• Create and manage a formal governance process for approving additions or changes to the CX operational framework.
• Manage approved operational initiatives using project management disciplines and report pipeline, plans, and status to the CX Team Leader.

Process and Tool Development:

• Lead the design, development, testing, deployment, and on-going maintenance of CX repeatable processes, system tools, templates, and associated documentation, collaborating with CX peers and other ISB/DXC teams as required.
• Create end-user and stakeholder documentation and lead demos and training sessions with CX peers and ISB teams as required.
• Design, implement, and maintain CX knowledge management repositories.

Continuous Improvement and Reporting:

• Lead the CX continuous improvement effort by conducting lessons learned, capturing opportunities for improvement, and funneling them into the CX operational governance process.
• Present CX strategies and initiative statuses in regional Executive staff meetings.
• Lead CX action planning, tracking, and reporting across Customer accounts to drive ISB responses and improvements to Customer feedback and requests.

Data Management:

• Manage and maintain regional Customer account and contact data in CX “gold source” data repositories, including …