OVERVIEW:

LOCATION: Needham, MA (Hybrid)

In this role the Consumer Experience Specialist will be responsible for the design and report out of the pre and post purchase experiences within their allocated brand.  The Consumer Experience Specialist will follow a buyer-centric approach to deliver a smooth, unfragmented and consistent customer experience across all touchpoints and at all stages of the buyer journey, examining each touchpoint where customers interact, transact or engage with the brand is and seeing this as an opportunity to build a positive predisposition towards the brand. The Consumer Experience Specialist will analyze consumer data from various channels and share meaningful insights on the post purchase customer experience to the rest of the organization coordinating with all internal stakeholders such as product design or development, sales, marketing. This will include but is not limited to reviewing contact center call notes, monitoring trends and socializing the content as required to various departments /stakeholder groups within SharkNinja.  The goal being to provide valuable and actionable insights to the Customer Experience leadership team on how to improve the business/strategy whilst maintaining the highest standard of customer service. 

The Consumer Experience Specialist is also responsible to communicate and follow up implementation of various recommendations made by the Consumer Excellence Team. These recommendations may take the form of process reviews, new KPI introductions, and deep dive analysis and business transformation projects.

Duties and Responsibilities:

• Analyze and extract meaningful trends from large amounts of data to be presented/shared with internal departments.
• Leverage BI Tools to identify areas of opportunity.
• Enroll internal stakeholders to drive necessary corrective actions.
• Weekly Product, CSAT, FCR and NPS Summaries from contact center data.
• Monitor call trends for designated category.
• Work with Product Marketing and Quality Engineering to ensure information is shared cross-functionally as it relates to customer experience.
• Ensure samples, collateral and other materials are available on time for contact center readiness initiatives.
• Collaborate with cross functional teams and vendors as needed to support business initiatives related to new product launches as assigned. (EX: Test calls, IHUT support, product tournaments, secret shopper analysis, Out of Box surveys etc.)
• In-depth product knowledge for assigned Brand/category.
• Assist with developing training content, agent product testing, review collateral for new products.
• Develop positive working relationships with various levels of management in different departments.
• Participate fully as a member of the team and contribute to a positive and inclusive work environment.
• Other tasks as required.

Attributes and Skills:

• Collaboration and stakeholder management.
• Speed, flexibility and agility - Ability to manage multiple projects simultaneously and meet tight deadlines.  
• Adapts well to change and manages time effectively to meet deadlines.
• Data management and analytics - Ability to create visualizations of data trends to present to cross functional teams and management.
• Intermediate to advanced proficiency of Excel and Power Point.
• Excellent communication skills, both verbal and written. - Creativity that will help you capture the attention of your audience.
• Organized and detail orientated.
• Able to work with substantial amounts of data and easily identify meaningful trends.

Education and Experience:

• Minimum 3 years of experience in a customer experience support role, product development, or product marketing role, ideally in the consumer goods space.
• Experience in product market research is an asset.
• Previous experience working with Zendesk, DOMO and/or Sprinklr software an asset