CX Manager, Digital Solutions (Remote)

Position OverviewAre you a Customer Experience leader skilled in VoC research and translating insights into programs that improve customer experience and lead to expanded relationships with customers? If yes, Iron Mountain is looking for you to be an important part of the company fulfilling its growth strategy, which rests on winning new types of customers and expanding our relationships with existing ones.This position is a key member of the Global CX Center of Excellence, creating CX strategies and managing CX programs that deliver positive impact for our customers. The CX Manager serves as a consultant and advisor to our Digital Solutions business unit, partnering with its leadership to execute CX programs that fuel growth by increasing retention, solution adoption, and advocacy.This role listens carefully to understand business goals and recommends VoC research and journey management programs that provide actionable insights and facilitate impactful operational changes. The CX Manager leads the execution of these programs -managing research initiatives, synthesizing insights into business recommendations, and facilitating improvement workstreams.This person will have strong interpersonal and project management skills and be able to interface effectively with functional leaders.Key Accountabilities● Build and maintain strong relationships with stakeholders in the Digital Solutions business unit. Develop a deep understanding of their business, strategic objectives, operational mechanics, and customer dynamics.● Partner with business unit leadership to set, measure, and achieve strategic multi-year CX goals for NPS, CSAT, and/or CES as key growth enablers. Measure and report progress against annual improvement goals. Determine if efforts are driving desired outcomes and recommend course corrections when necessary.● Execute qualitative and quantitative VoC research that identifies and illustrates customer expectations, sentiment, challenges, preferences, and delight opportunities across the customer journey.● Apply analytics to VoC survey and operational data to generate insights into journey dynamics, customer behavior, and drivers of CX improvement. Evaluate if particular segments of the customer population are disproportionately impacted or have unique CX requirements.● Engage with operational leaders to facilitate customer improvements using root cause analysis and design thinking methods. Develop customer journey maps for critical moments in the customer experience, highlighting where and how changes can improve satisfaction and business outcomes.● Support the annual CX planning process to ensure that accurate and appropriate goals/timelines are established.● Contribute to maturing the team’s operational standards, processes, and policies to scale and optimize the CX COE.Qualifications● BA/BS in business, marketing or related fields.● 3+ years experience in CX, research, strategy, or other transformational role with a provider of business SaaS solutions.● Subject matter expertise in Customer Experience, preferably with professional CX certification.● Understanding of best practice research techniques and data analytics methods.● Ability to think conceptually, manage ambiguity, solve complex problems, and make thoughtful recommendations.● Solid project management and prioritization skills to meet deadlines, taking responsibility for deliverables and ensuring other project stakeholders understand what is needed from them.● Ability to synthesize data analysis and research findings into strategic insights and practical recommendations.● Strong communication and presentation skills, projecting professionalism and credibility to connect with and influence mid and senior management.● Proficiency with Qualtrics or other enterprise CX management platform.● Expert proficiency with Excel or other desktop data manipulation.● Additional consideration for experience with Google Looker Studio and Salesforce platforms.#LinkedIn-RemoteReasonably expected salary range: $76,900.00 - $102,500.00Category: MarketingIron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here .Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.Requisition: J0078269