Customer Experience NPI Specialist
The CX New Product Introduction (NPI) Specialist is responsible for participating in NPI’s fast tracked launches, and software releases and sustaining activities, such as escalation management and QA feedback loop.
Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the behaviors you’ll need for success at Logitech. In this role you will:
Actively participate in NPI’s (New Product Introduction), fast tracked launches, and software releases and sustaining activities, such as:
Facilitate, communicate and monitor project progress to ensure deployment is completed on time
Test product and software, provide feedback and identify issue
Partner and develop training content to a diverse audience
Assist or lead training delivery
Create, develop, and publish launch and sustaining FAQs based on launch requirements, insight reports and rapid issue identification
Support website publishing (products, software and FAQs)
Provide insight reports on product performance to ensure fast identification and resolution of issues
Collaborate with Manufacturing Quality Assurance, Product Quality Assurance , PQA and Business Groups to determine trending issues and how to address these.
Determine improvements related to product and operational issues through analytics.
Handle escalations of Product/software requests & issues and compliance requests
Prepare business review and drive execution
Escalate system level issues to the appropriate systems/IT support/vendor team
Communicate and document key program requirements and status to clients, internal team members and other key stakeholders
Partner with internal and external teams, stakeholders and senior executives
Assist and participate actively in ad-hoc projects
For consideration, you must bring the following minimum skills and behaviors to our team:
Good understanding of New Product Introduction
Good understanding and experience in training content development & delivery
Technically savvy, and ability to quickly learn new technology
Strong demonstrated business acumen and tactical business judgment.
Strong team player who operates with high levels of integrity, trust and respect for the individuals. Must take an authentic approach to collaboration leading to collective success across the broader end-to-end organization
Experience in building and auditing processes
Excellent communication & presentation skills (written & oral) at all levels of the organization.
Excellent interpersonal skills. Responsive to customer and business requests.
Must thrive in a fast-paced environment
Fluent in English (written and spoken), any other language is a plus
In addition, preferable skills and behaviors include:
Call center operations experience & knowledge
Project Management certification
Creative approach to enhance customer experiences
High energy & enthusiasm with the desire to have fun and laugh while getting the job done.
BS/BA degree in technical field or equivalent work experience