Customer Experience Lead

Job Description

Description

The Customer Experience Lead serves as the Voice of the Customer, responsible for ensuring a positive overall customer experience across the scope of the Performance Work Statement (PWS). This role involves monitoring and maintaining Service Level Agreements (SLAs), analyzing IT Service Management (ITSM) system tickets to identify areas for improvement, and operationalizing processes to drive consistently strong customer experience. 

This opportunity is contingent upon award.

Responsibilitys and Duties:

• SLA Monitoring: Monitor and maintain SLAs for the contractor, ensuring they are met or exceeded to meet customer expectations. 
• ITSM Ticket Analysis: Monitor and trend ITSM system tickets to identify customer pain points and develop strategies for improving customer experience. (ITSM is currently ServiceNow). 
• Customer Effort Score (CES) and Net Promoter Score (NPS) Management: Establish, monitor, and trend CES and NPS to gauge customer satisfaction and loyalty. 
• Seamless Customer Journey: Operationalize a seamless customer journey built on customer value across all task functions. 
• Process Improvement: Create proactive, repeatable processes and playbooks to drive consistently strong customer experience. 
• Efficiency Improvement: Improve efficiency in the organization by driving productivity, increasing automation, and enhancing self-service options. 
• Digital Capabilities: Leverage technology to create digital capabilities and automation where possible to enhance customer experience. 
• Customer Strategy Development: Develop a comprehensive customer strategy aligned with organizational goals. 
• Infuse Customer Voice: Act as the learning engine of the business to infuse the voice of the customer into all aspects of the business. 
• Segment Understanding: Have a strong understanding of the complexity and nuances of different business segments and develop a strategically tailored customer journey lifecycle. 
• Operational Excellence: Demonstrate operational excellence with an affinity for a metrics-driven, results-driven approach. 

Qualifications

• Bachelors degree and nine (9) years or more experience, Masters and seven (7) or PhD and four (4). 
• Minimum of 5 years of demonstrated experience in customer experience and process improvement.
• Customer Experience and Process Improvement certification (e.g., CCXP, Lean Six Sigma, etc.) is required.
• Proven ability to monitor and maintain SLAs and analyze ITSM system tickets to drive improvements.
• Experience in establishing and monitoring CES and NPS to gauge customer satisfaction and loyalty.
• Strong ability to operationalize seamless customer journeys and create proactive processes for consistent customer experience.
• Proficiency in driving efficiency improvements through productivity, automation, and self-service enhancements.
• Familiarity with leveraging technology for digital capabilities and automation to enhance customer experience.
• Ability to develop comprehensive customer strategies aligned with organizational goals.
• Strong understanding of different business segments and the ability to tailor customer journeys strategically.
• Demonstrated operational excellence with a metrics-driven, results-driven approach 

SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation’s technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective and efficient solutions that are critical to achieving our customers’ missions.

We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity, and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.9 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.

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