Customer Experience Consultant - Telecommunications

Company Profile

At Sand Cherry Associates, we excel in the design and delivery of strategic customer-centric initiatives through digitally-native, data-empowered solutions.  Our client’s confidence in us is centered on exceptionally skilled, high-energy talent working with the support of the full Sand Cherry team.  Finding the right match for this role is a critical aspect of continuing that success.

Overview

This role is a critical team member who is responsible for building and implementing a Customer Experience and Operations optimization initiative for a broadband company. The successful candidate will understand the customer journey and be able to analyze processes to identify customer pain points and build data focused solutions. The role will be responsible for end-to-end programming from strategic planning to gaining approvals of approach with an executive team, prioritizing and structuring the initiatives, program and project managing the overall implementation, and providing hands-on implementation of the approved path forward. This position is remote with occasional optional travel to the client site.

Duties & Responsibilities

• Assess customer experience pain points using data and LBGUPS methodology.
• Create current state and future state customer journey maps.
• Build Customer Experience strategy that drives increase in NPS.
• Recommend and facilitate decision making of strategic plan and approach to include timelines and resource needs.
• Structure, manage, facilitate and provide hands on delivery of customer operations process improvement initiatives through immediate, medium, and long-term improvements
• Daily, hands-on program/project management throughout the program and project life cycle
• Build and maintain program and project deliverables; complete project and program communication documents using PowerPoint, Excel, MS Project, and other tools.
• Complete process maps, and associated KPI analysis in support of improvement initiatives
• Establish risk management, escalation paths, and take corrective measurements
• Facilitate and lead project meetings and manage stakeholders’ communication
• Coordinate, manage and monitor the workflow of cross-functional teams
• Drive progress by engaging and influencing cross functional participants
• Function as owner of overall project plan and manage cross-functional resources, ensuring on-time delivery, meeting budgetary demands, and achievement of business goals
• Consistently exercise informed judgment and discretion in matters of significance

Requirements

Desired Skills and Experience

Candidates must have strong practical experience in program and/or project management, gained through managing cross functional projects with customer experience and operations teams within the broadband industry.

• Experience using LBGUPS to assess and drive strategic planning.
• Prior experience creating current and future state customer journey maps to identify pain points.
• Excellent oral and written communications skills working with a range of stakeholders including the ability to influence, strategize and negotiate.
• Ability to think analytically and process information quickly, presenting it in a succinct and insightful format suitable for executives.
• Minimum of 8 years of experience in consulting and/or strategic planning and program management with a focus on operational improvements within a technology focused company.
• Experience working in the telecommunications/broadband industry is required.
• Experience working within or supporting a customer operations organization with strong cross-functional partnering required. Deep knowledge of Call Center, Customer Communications, Field Tech Operations team experience required.
• Strong analytical and documentation skills; prior experience with process mapping and KPI tracking.
• PMP certification or equivalent experience.
• Direct hands-on proficiency with Microsoft Project, Smartsheet or other project management tools.
• Strong PowerPoint and Excel skills.
• Excellent Executive level written and oral communication skills.

Education/Certifications

• Bachelor’s degree required, MBA strongly preferred.
• PMP certification or commensurate experience desired.
• Certifications in line with this role desired such as change management, customer experience, AI and automation, and broadband industry training.

Compensation

For individuals assigned and/or hired to work in Colorado, Sand Cherry Associates is required by law to include a reasonable estimate of the compensation range for this role. This compensation range is specific to the State of Colorado and takes into account a wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and delivery model. This is a consulting engagement, with an expected 3 months+ duration and has an hourly salary range of $75 - $90. Years of experience, level of education, geographic location, unique skills/qualifications for the specific role and potential certifications can be key factors in the final compensation for this role.

Benefits

Our team is unique — we are passionate about what we do. At Sand Cherry, our Consultants know they are impacting and shaping our clients’ industries. We recognize our employees for their contributions. Our culture is one of the most friendly and communicative in the consulting industry. Sand Cherry is not a top-heavy organization. We offer the opportunity to be part of a digital workforce. Discover the experience that only comes with self-responsibility in the workplace. Our team members manage their own workloads and are expected to deliver exceptional work for our clients. Professional career growth is one of our main priorities, as we affirm that investing in our Consultants and empowering our people will also deliver the best results and value for our clients.