Customer Experience Operations Associate Project Manager

About the Job

Thank you for your interest in Axionova Engineering Ltd. Recruiting the right talent is essential to achieving our goals. At Axionova we are committed to creating industryleading engineering solutions that enhance the communities we serve.

Axionova Engineering Ltd. offers equal consideration to all qualified applicants without regard to race color religion sex sexual orientation gender identity national origin disability or protected veteran status. We look forward to learning more about you!

Job Description

Customer Experience Operations Associate Project Manager

At Axionova we deliver innovative engineering solutions designed to make a tangible impact. As a part of our team youll work at the intersection of customer service data analysis and operational efficiency. We believe in enabling meaningful change through solutions that combine cuttingedge technology with a deep understanding of our customers needs.

The Impact Youll Make in This Role

As a Customer Experience Operations Associate Project Manager at Axionova you will have the opportunity to collaborate with some of the brightest and most innovative people in the industry. In this role you will:

Manage and optimize systems to collect and analyze Customer Experience (CX) and Employee Experience (EX) feedback (e.g. NICE Customer Sentiment Customer First formal and informal surveys).

Gather feedback from clients stakeholders and employees regarding their experiences with Axionovas Advantage Center and engineering services.

Organize analyze and visualize customer data to derive actionable insights into the customer experience.

Support both crossfunctional and singlefunction projects related to CX and EX collaborating to create solutions that enhance client satisfaction.

Design implement and oversee surveys to gather formal and informal feedback.

Prepare and present CX and EX updates to business leaders and key stakeholders.

Support Continuous Improvement (CI) projects that positively transform the endtoend experience for our clients.

Develop journey maps and other analytical visuals that convey the customer perspective effectively.

Collect and analyze market data for bench marking purposes.

Enhance employee engagement by driving key initiatives and supporting employee experience activities.

Improve and manage reporting on KPIs such as Net Promoter Score (NPS) Customer Effort Score (CES) Customer Satisfaction (CSAT) and Employee Engagement metrics.

Your Skills and Expertise

To set you up for success in this role from day one Axionova requires (at least a minimum of the following qualifications:

High School Diploma or equivalent

Two (2) years of experience in Project Management QA or leadership roles related to customer experience ideally within an Advantage Center or similar environment

Additional qualifications that could help you succeed even further in this role include:

Bachelors degree in business marketing or a related field

Strong prioritization and time management skills with experience managing multiple tasks effectively

Proven ability to achieve results and find solutions in complex situations

Analytical skills with a strong ability to interpret and visualize data for actionable insights

Selfmotivation and discipline to operate with minimal supervision

Adaptability to evolving team needs and changing priorities

Resilience and problemsolving skills in challenging environments

Experience with data visualization and reporting tools such as Tableau and Power BI

Familiarity with Lean Six Sigma (LSS) and Agile methodologies including tools like JIRA

Work Location

Remote (United States)

Eligibility Requirements:

Must be legally authorized to work in the country of employment without sponsorship for an employment visa (e.g. H1B status).

Health Insurance
PTO
Paid Vacation
Paid Travel

Remote Work :

No