Customer Experience Program Lead

$116,000 - $166,000/Yr

Meta - Burlingame, CA

Full-time - Senior

Burlingame, CA

5,001-10,000 employees

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About the position

The Customer Experience Program Lead at Meta is responsible for enhancing the customer experience across the entire customer journey within the Reality Labs division. This strategic role involves managing and maturing the B2C customer experience practice, enabling customer listening solutions, and driving customer-centric improvements. The lead will act as a liaison between internal and external partners, coordinating efforts and defining the strategy for the program, ultimately contributing to the growth and success of the organization.

Responsibilities

• Define team's insight collection and analytics strategies leveraging best practices to gather high-quality insights and develop analytics capabilities to drive customer experience improvements
• Collaborate with cross-functional teams and partners to design and implement customer experience initiatives that drive business growth and customer satisfaction
• Initiate, lead, and deliver the CX team's key strategic efforts in maturing the program and expanding insight collection capabilities, including transactional and relationship surveys
• Define and drive implementation strategy and requirements, develop short and long-term roadmaps, and collaborate closely with cross-functional teams and external vendors to ensure timely and successful delivery of initiatives
• Stay up-to-date with industry trends and best practices in customer experience management and apply this knowledge to inform program strategy and innovation
• Facilitate communication and coordination between teams to ensure alignment on customer experience goals and objectives
• Design surveys and research programs for new listening touchpoints and support the improvements of existing survey programs
• Manage and maintain our CX management platform, ensuring it is optimized for data collection, analysis, and reporting
• Create engagement with the CX program and advocate for customer centricity by continuously evangelizing and building relationships with CX influencers across the organizations
• Manage the relationships with vendors, coordinating the efforts across teams by acting as a liaison between external and internal partners

Requirements

• 6+ years of experience in Customer Experience or Voice of the Customer program management, customer success, or similar roles
• Proven track record of developing and implementing successful customer experience programs
• Experience working autonomously and proactively, implementing the CX projects and leading the internal and external stakeholders
• Analytical and problem-solving skills
• Knowledge of customer experience software and tools (e.g. Medallia, Qualtrics)
• Knowledge of CX and VoC best practices and metrics (NPS, CSAT, CES, etc.)
• Experience designing surveys for CX/VoC programs, including transactional and relationship surveys

Nice-to-haves

• Degree in Management, Business, Marketing, Economics, or a related field of study
• Experience working with Medallia solutions
• Customer journey mapping experience
• Experience working in an omni-channel CX team focused on the entire customer journey
• Customer experience management certifications

Benefits

• Bonus
• Equity
• Comprehensive health benefits
• Flexible working hours
• Professional development opportunities