Customer Advocate - CCXP Certification
About the job
- A Bachelor of Arts or Bachelor of Science degree and/or equivalent relevant experience.
- At least 6 years of experience leading cross-functional projects and driving customer experience improvements in a complex environment.
- Experience managing multiple stakeholders and influencing outcomes without direct authority.
- Detailed knowledge of company policies, practices, and procedures applicable to customer engagement and operational effectiveness.
- Strong project management skills, including planning, execution, risk management, stakeholder alignment, and change management.
- Knowledge of customer experience methodologies and tools, including Net Promoter Score, Customer Effort Score, Voice of Customer programs, customer journey mapping, root cause analysis, and closed-loop feedback systems.
- Experience facilitating workshops, action-planning sessions, and cross-functional team discussions.
- Ability to analyze customer feedback, survey results, operational data, and business metrics to identify trends and support informed decision-making.
- Experience identifying customer pain points and translating insights into measurable improvement initiatives.
- Ability to drive accountability and follow-through across multiple business functions.
- Experience creating executive presentations, dashboards, status reports, and customer experience performance measurements.
- Act as a customer experience champion by embedding Voice of Customer insights into business processes, decision-making, and continuous improvement activities.
- Partner with cross-functional teams to identify, prioritize, and address customer experience pain points through structured improvement initiatives.
- Lead customer experience improvement projects from discovery through implementation, managing milestones, risks, dependencies, and outcomes.
- Ensure that the organization integrates the voice of the customer into improvement, design, and operational activities.
- Serve as the primary point of contact for customer complaints submitted through Voice of Customer surveys, feedback channels, incoming calls, and emails, responding within established service-level expectations.
- Analyze customer feedback, complaint trends, survey results, operational data, and journey insights to identify systemic issues and improvement opportunities.
- Facilitate root cause analysis sessions and work with business stakeholders to develop corrective and preventive actions addressing recurring customer issues.
- Document customer feedback, root causes, actions, project status, and outcomes in Salesforce and applicable reporting systems.
- Develop and manage customer experience action plans, tracking ownership, milestones, deliverables, risks, and business impact measures.
- Partner with Business Units, Regional Teams, and Functional Leaders to drive customer-focused improvements across the end-to-end customer journey.
- Communicate customer feedback, insights, project progress, risks, and outcomes to management and stakeholders through executive-ready reports and presentations.
- Develop monthly and quarterly management reports measuring customer experience improvements, complaint reduction efforts, and action plan progress.
- Participate in accreditation audits and demonstrate compliance with customer complaint-handling and customer feedback-management processes.
- CCXP, Project Management Professional, Lean Six Sigma, or related certification.
- Experience conducting customer journey mapping, process improvement, customer research, and Voice of Customer analysis.
About the company
UL Solutions tests, inspects, and certifies products and systems to ensure they are safe, secure, and sustainable across electronics, mobility, cybersecurity, and energy. It uses rigorous laboratory tests and conformity assessments to issue the UL Mark on products that pass, guiding manufacturers through compliance and safety improvements. Its long history since 1894, its move to a for-profit structure and IPO in 2024, and its global scope across risk domains set it apart from peers. The goal is to help companies navigate complex supply chains and bring safer, more reliable products to market.
Company Size
10,001+
Company Stage
IPO
Headquarters
Northbrook, Illinois
Founded
1894
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Simplify's Take
What believers are saying
- Q2 2026 revenue reached $816 million, with 6.6% organic growth and raised full-year outlook.
- September 24, 2026 prefabricated data-center power certification won Schneider Electric as first customer.
- AI infrastructure demand lifts UL Solutions' liquid cooling, power distribution, and EMC testing pipelines.
What critics are saying
- June 2026 restructuring exits cut about 1% of revenue and finish only by Q1 2027.
- Q2 2026 margins faced pressure from compensation, professional fees, and acquisition-related integration costs.
- Intertek, SGS, and TÜV compete directly; certification commoditization threatens UL's pricing power.
What makes UL Solutions unique
- UL Solutions monetizes century-old safety standards, certification, and follow-up testing across 110 countries.
- September 29, 2026: UL 4501 certification targets direct-to-chip liquid cooling for AI data centers.
- Toyota City EMC lab, opened July 1, 2026, deepens automotive safety-testing breadth.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
401(k) Retirement Plan
Paid Vacation
Paid Holidays
Paid Sick Leave
Hybrid Work Options
Remote Work Options
Wellness Program
Mental Health Support
Company News
UL Solutions has launched a certification programme for direct-to-chip liquid cooling equipment used in AI data centres. The certification evaluates liquid cooling subassemblies for safety, performance, leak integrity and interoperability. AI chips generate intense heat that traditional air cooling may not adequately address. Direct-to-chip liquid cooling uses coolant flowing through a cold plate attached to the chip to absorb and carry away heat. The certification covers components including cold plates, manifolds and quick disconnects. UL Solutions evaluates these using UL 4501, assessing coolant compatibility, pressure integrity, durability and interoperability. Global data centre electricity use is expected to more than double between 2024 and 2030, with cooling accounting for up to 40% of energy consumption. The certification aims to help manufacturers demonstrate product readiness whilst enabling data centre operators to make informed purchasing decisions.
UL Solutions has launched a certification programme for vehicle-to-grid (V2G) technologies, enabling electric vehicles to supply power back to the grid during high demand periods. The programme aims to build confidence in technologies that transform parked EVs into backup power resources. V2G systems allow parked vehicles to send electricity to the grid when demand is high and recharge during lower-demand periods. According to the Electric Power Research Institute, approximately 90% of electric vehicles remain parked at any given time under typical driving patterns. A recent E3 study commissioned by General Motors estimates V2G could potentially deliver 5 to 15 times more per-vehicle value than one-way managed charging in many markets. The certification programme helps manufacturers demonstrate safety and reliability whilst supporting grid stability.
UL Solutions has launched Retail Total Access, a software platform designed to help retailers manage product quality and supply chain risk through unified data visibility. The platform consolidates testing, inspection, and audit information into a single system, enabling teams to monitor supplier performance and identify recurring issues. The software addresses common challenges retailers face, including limited supplier visibility and disconnected systems. It allows users to track which vendors are performing well, identify repeat failures, monitor shipment delays due to quality issues, and assess regional risk levels. Retail Total Access includes tools for submitting requests, tracking progress, accessing reports, managing failures, and reviewing performance analytics. The platform was developed based on customer input and will continue evolving to support changing quality and compliance needs across global supply chains.
UL Solutions reported second-quarter revenue of $816 million, meeting analyst expectations, with adjusted earnings per share of $0.59 beating estimates of $0.56. The company posted 5.2% year-on-year revenue growth and maintained an operating margin of 18.4%. CEO Jennifer Scanlon attributed performance to demand across Industrial and Consumer segments, driven by electrification, automation, and energy transition. The company saw double-digit growth in data centre-related power and automation services. However, higher employee compensation, incentives, and professional fees pressured margins. CFO Ryan Robinson said integration expenses and performance-based compensation created near-term headwinds, though management reaffirmed its full-year margin outlook. Despite meeting expectations, the market reacted negatively to the results.
UL Solutions Inc. reported strong second quarter 2026 results with revenue growing 5.2% to $816 million, driven by 6.6% organic revenue growth led by Industrial and Consumer segments. Net income surged 161.9% to $254 million, whilst adjusted net income increased 17.3% to $129 million. The company's net income margin expanded to 31.1%, up 1,860 basis points year-over-year, boosted by the sale of its Employee Health and Safety software business. Adjusted EBITDA rose 11.2% to $219 million, with margin expansion of 140 basis points to 26.8%. Diluted earnings per share climbed 168.9% to $1.21, and adjusted diluted earnings per share increased 13.5% to $0.59. CEO Jennifer Scanlon highlighted the company's alignment with megatrends and strong positioning for the remainder of 2026.