Own VoC surveys across TwS and related reporting, as well as SSAT and CSAT measurement for the org
Own a backlog of experience fixes; prepares snapshots and recommendations for a regular roadmap of support and business optimization opportunities
Identify and investigate opportunities to improve customer experience at touchpoints across the support journey, including service interactions across channels, help.twitter.com, and @TwitterSupport
Maintain detailed understanding of customer needs for critical journeys and interactions in the support ecosystem; document needs in new or existing journey maps, and provide related recommendations to TwS and Twitter
Conduct user research and customer insight forums
Embed insights into employee and vendor trainings as appropriate
Facilitate cross-functional insight reviews with TwS, product, and policy teams
Own relationship with experience research vendors and manage vendors as needed
Skills
Track record of executing with high attention to detail in a fast-paced, fluid environment
Ability to tell compelling stories with data
Strong understanding of analytics and analytics tools (Medallia, Qualtrics, etc.)
Experience with survey design and operations
Ability to produce executive-level and company-level reports and read-outs
Strong critical thinking, influencing, and relationship management skills
Familiarity with Customer Experience and Service Design tools and methodologies (ex: journey mapping, Jobs to Be Done framework, top issues, survey approaches, insight tools, etc.)
