Customer Experience (CX) Measurement Manager

Customer Experience New York, New York


Description

Position at WW International (formerly Weight Watchers)

Job Title:

Customer Experience (CX) Measurement Manager

Department:

Customer Intelligence

Reports to:

Global Lead, Customer Experience (CX)

Location:

675 Avenue of the Americas, New York, New York

Job Type:

Full Time

                                                                                                                                                                                       

Company Overview:

WW is looking for candidates to help change people’s lives. We are a global wellness technology company inspiring millions of people to adopt healthy habits for real life. We do this through engaging digital experiences, face-to-face workshops and sustainable programs that encourage people to move more, shift their mindset and eat healthier while enjoying the foods they love. By drawing on over five decades of experience and expertise in behavioral science, we build communities in order to deliver wellness for all. 


To learn more about WW and jobs with a purpose, visit ww.com.


Role Overview: 

The Customer Experience (CX) Measurement Manager is a critical support role within WW, responsible for helping to drive WW’s implementation of Customer Experience excellence.  This role supports the Global CX Lead for the development and execution of CX Measurement best practices globally, across all WW customer touchpoints.

This role requires a passion for insights-led customer experience intelligence and research tools, including the Qualtrics CX Platform and reporting dashboards, to further understand customer interactions and how they contribute to customer satisfaction and NPS. This knowledge is used to identify the major drivers of customer experience to improve all touchpoint experiences and drive loyalty. This role needs to understand and analyze key metrics and data such as CSAT, NPS and other customer behavioral measures to monitor customer experience trends.


Key Responsibilities: 

  • Create, program, deploy, analyze and report CX feedback surveys and measurement tools.
  • Support the integration of the WW CXM framework for analytics, activation and KPIs across countries and all customer touchpoints
  • Help create training programs, in collaboration with Qualtrics, to ensure optimized staff education, focusing on specific WW needs.
  • Connect learning with other market and consumer insights, data analytics team and competitive intelligence
  • Monitor and analyze NPS trends and drivers. Manage special data requests and analytics
  • Support the development of strong partnerships with key business/markets leaders and functional stakeholders to ensure reporting relevance for local business needs
  • Help identify customer experience improvements to standardize and drive CX best practices

Goals / Deliverables:

Support the organization needs for tools and training to analyze more effectively for all customer touchpoints:

  • Studio/Workshops
  • App/Digital
  • Guest Site
  • Customer Care
  • E-commerce
  • Consumer Products
  • B-2-B/Corporate Clients
  • Experiences (e.g. WW Cruise, WW Good Events)
  • Partnerships (e.g. Restaurants, Health Clubs, Retail Stores)

Support the creation and implementation of closed loop tactics with all customersSupport the goal of making real-time NPS the universal north star for every WW employee:

  • Become a certified technical expert of Qualtrics CXM software platform and applications, including survey development, programming, coding, data-based deployment methods, analytics, dashboard creation and standardize reporting.
  • Support the Global CX Center of Excellence for vision, guidance and governance
  • Help create operational standards to facilitate local market implementation
  • Provide ongoing project management support, ensuring all WW stakeholders stay supported, connected and informed 

 

Requirements: 

  • 2-5 years of relevant research/insights experience in B-2-C and/or B-2-B businesses
  • Degree – MBA a plus
  • Experience in working with cross-functional teams, global experience a plus
  • Experience in developing and executing customer research studies, Qualtrics and Braze knowledge a plus
  • Proven experience in leveraging consumer/customer data analytics, insights and competitive intelligence
  • Solid presentation development skills

As a company, our purpose is to inspire healthy habits for real life. And as an employer, we inspire the greatest people to do their best work. We provide benefits for real life to help protect your health, finances and overall well-being, including:

  • Competitive compensation and profit-sharing plan
  • A 401K plan to help you plan for your future, plus company match
  • Health care coverage starting on your first day 
  • Tuition reimbursement and online courses to help you reach your career aspirations
  • Commuter benefits 
  • Yearly well-being allowance for your physical, financial, social and emotional well-being
  • Free WW membership for you plus 3 free WW memberships for your friends and 3 for your family
  • Free fruit, snacks and coffee to get you through your day
  • Summer Fridays, happy hours, and company outings
  • Robust employee referral bonuses 
  • Developmental opportunities and assignments to grow your career 

WW is an equal opportunity employer. WW does not discriminate on the basis of sex, race, color, creed, national origin, marital status, age, religion, sexual orientation, gender identity, gender expression, veteran status, or disability.

Any offer of employment is contingent upon the satisfactory results of reference and background checks.