Customer Experience Specialist - Ciena
Ciena is the network specialist. In the marketplace we’re known primarily for our innovative products and attentive customer service. But we also pride ourselves on being a great place to work with a culture that reflects our corporate values. We are a company that is driven to perform, passionate about our work, flexible in our approach to technology and business, creative in our thinking, and accessible to our customers.
We are currently seeking a passionate Customer Experience Specialist whose mission will be to provide communications, training and qualitative expertise within a highly skilled team of customer experience professionals working to continue maturing Ciena’s customer experience as a competitive advantage.
Specific Responsibilities
- Contribute expertise in Customer Experience industry standard methodology to enable the organization to execute on Ciena’s global customer experience strategy.
- Develop, design and implement innovative Voice of Customer programs.
- Measure and translate the Voice of the Customer into actionable plans to further improve Ciena’s customer experience.
- Execute qualitative interviews, analysis and reporting.
- Create and execute an effective communications plan to drive Customer Experience deeper within the Ciena culture. Including a content strategy for:
- Employee-wide publications
- Customer consumable messaging
- Training material
- Engage directly with Ciena’s customer base to determine which touch points need improvement to achieve outstanding customer satisfaction and loyalty.
- Implement regional initiatives based on the global customer experience strategy by establishing yourself as a thought leader in customer experience for the APAC region including traveling into the region twice a year.
- Travel within North America a minimum of once a month.
- Benchmark best in class approaches to obtain competitive intelligence on Customer Experience.
For complete job description please see attached file, or reach out to Sandra Fornasier.
