Customer Experience Specialist
Description
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.
Job Summary
The Customer Experience Specialist will execute initiatives to improve CDW Services customer experiences. The customer experience team works to improve service delivery from the perspective of the customer and works with delivery and product teams to identify and implement continuous service improvement. The Customer Experience Specialist will work with customer success and project management teams to address customer concerns and focus on process improvements.
The ideal candidate for this role is a self-motivated creative thinker excited to create best-in-class experiences for CDW Services customers. The candidate must be eager to work with many teams to resolve cross-functional issues. A passion for analyzing processes, a critical eye for end user experience, strong communication skills, and the ability to define project outcomes is a must.
What you will do:
Solicit, track and analyze customer feedback and experiences.
Evaluate and prioritize ideas for continuous service improvement.
Collaborate with Customer Success and Product Management teams on process improvements.
Collaborate with teams to provide key customer feedback data and insights, as necessary.
Perform and expand monthly transactional NPS surveys for all services.
Report on NPS data to key stakeholders.
Expand Voice of the Customer program within ITS Product Development
Develop strong internal relationships with key stakeholders, process owners, and subject-matter experts across the organization.
Align customer experience strategies with CDW initiatives.
Create and manage internal dashboards for key stakeholders to access Voice of the Customer data in real time.
Stay up to date on relevant industry trends and tools
What we expect of you:
Bachelor’s degree and 3 years total Information Technology experience OR, 7 years total Information Technology experience
Experience in a similar role in a complex IT environment
Exceptional analytical skills
Excellent written and verbal communication skills
Familiarity with basic considerations of IT audit
Ability to establish trust, credibility and authority
Creative problem-solving ability
Strong attention to detail
5 years’ experience in IT Service Industry, a plus
CCXP, a plus
Pay range: $ 68,000 - $ 95,000, depending on experience and skill set
Benefits overview: https://cdw.benefit-info.com/
Salary ranges may be subject to geographic differentials
About us .
We make technology work so people can do great things.
CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.
CDW is an equal opportunity employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, sex, religion, national origin, genetic information, gender, sexual orientation, gender identity, citizenship status, protected veteran status or any other characteristic protected by law.
Job Attributes
We make technology work so people can do great things.
CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.
CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
