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International Data Group Director of Customer Experience in Needham, Massachusetts

IDC is looking for a Director of Customer Experience who can manage and optimize all customer experience strategy and operations across all product lines and clients at IDC. Using extensive data analysis, research tools and customer feedback, the Director of Customer Experience will act as the Voice of the Customer, ensuring IDC customers have a world class customer experience throughout their journey, as well as evangelizing CX culture and ROI across our company and with our senior management team.

This is a key strategic role that will take an energetic and proactive approach towards customer retention and revenue growth. Equal parts CX practitioner and executive leader, the Director will report into the Group Vice President of Customer Experience and Customer Success. Building off the foundation and existing CSM/VOC platforms, the Director of Customer Experience will help architect the future of the program, with the ultimate goal of increasing customer loyalty and advocacy. They will rely on strong partnership skills with various business and tech leads across IDC, as well as directly with valued customers to become intimately aware of the customer journey and needs through the entire lifecycle.

Why IDC?

IDC is the most respected global technology market research firm. We are changing the way the world thinks about the impact of technology on business and society. Our people, data, and analytics create global technology insights that accelerate customer success. IDC was recognized by the Institute of Industry Analyst Relations (IIAR) as the 2021 Analyst Firm of the Year for delivering critical, timely insights in coordinated efforts around the world, during a time when our customers faced unprecedented challenges.

Our collaborative, innovative and entrepreneurial culture is the perfect place for you to discover your future! We are just getting started!

  • Internal thought leader on customer experience excellence

  • Capture and communicate the ongoing ROI of CX and CSM

  • Provide insights for key decision makers on service model, digital journey, and product design

  • Drive the correct prioritization of customer experience improvements

  • Increase customer retention and customer acquisition through data analysis and investigations, understanding pain points and translating analytical findings into actionable items

  • Design optimal coherent and streamlined customer journey(s) across various client segments including all customer touch points

  • Utilizing regional and product-specific performance data, identify trends and implement customer interaction changes and continuous process improvement.

  • Design build and scale practices across business units

  • Engage with our customers through various channels to gain qualitative feedback

  • Collaborate with business analysts on customer survey design and reporting needs

  • Work collaboratively with multiple teams across the business, to design and develop improvements to the customer journey

  • Manage a CX data analyst and work closely with the IDC Client Services organization

  • Bachelor’s degree or equivalent practical experience

  • Required 5-7+ years of operational CX experience or CX consulting and minimum of overall 10 years experience either in sales, marketing or business development

  • Passion to build and improve our customer experience

  • Experience using data sources to build and deliver customer stories and using this information to build an experience they are looking for

  • Ability to work effectively cross-functionally to achieve strategic goals

  • Strong project management skills and an ability to multitask

  • Experienced in executive communication and KPI reporting to business leaders

  • Ability to craft the CX storytelling and messaging to the most senior audiences at IDC

  • Commitment to building a world-class, enterprise-class global customer experience

  • Travel expectations 20% (post covid)

  • This role may be based in an approved remote US East Coast location or in our Needham, MA headquarters

Successful applicants for this position must be fully vaccinated against COVID-19 as a condition of employment. Requests for reasonable accommodation based on disability or religion will be considered on an individual basis.

About IDC: International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications and consumer technology markets. IDC helps IT professionals, business executives, and the investment community make fact-based decisions on technology purchases and business strategy. More than 1,200 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries worldwide. For 50 years, IDC has provided strategic insights to help our clients achieve their key business objectives. IDC is a subsidiary of IDG, the world's leading technology media, research, and events company.

IDC is an Equal Opportunity Employer. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, handicap, race, color, religion, gender, gender identity and expression, ancestry, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or other categories protected by law.

ID: 2022-2448

External Company Name: International Data Group, Inc.

External Company URL: http://www.idg.com

Street: 140 Kendrick St

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