Customer Experience (CX) Program Specialist

We currently have an exciting direct-hire opportunity for a Customer Experience (CX) Program Specialist at our U.S. headquarters in Virginia Beach, Virginia!

The Customer Experience (CX) Program Specialist supports the execution, management and continuous improvement of Customer Experience programs across the organization. This role will help manage Voice of Customer initiatives, customer surveys, CX reporting, customer insights and established CX processes while supporting cross functional improvement projects. The Customer Experience (CX) Program Specialist will take day to day ownership of assigned CX programs and ensure they continue to operate effectively after implementation. The role will also analyze customer feedback and performance data, identify trends and improvement opportunities and coordinate actions with teams across the organization. This position is well suited for someone who is analytical, organized and comfortable working across multiple departments. The ideal candidate will be able to manage recurring programs independently while also supporting new CX initiatives and smaller projects.

Targeted Compensation: The targeted compensation range for this position is $84,000.00 - $98,000.00 annually, depending on the selected candidate's qualifications, skills, and relevant experience.

Job Responsibilities:

Voice of Customer and Survey Programs

• Manage ongoing Voice of Customer programs including CSAT, CES, NPS and other customer feedback initiatives.
• Administer customer surveys and associated processes using approved survey platforms and tools.
• Coordinate survey scheduling, customer audience preparation, deployment and response monitoring.
• Monitor survey participation and identify opportunities to improve response rates and feedback quality.
• Analyze quantitative and qualitative customer feedback to identify trends, recurring themes and emerging concerns.
• Categorize customer comments, pain points and root causes to support broader CX improvement efforts.
• Maintain survey documentation, processes and reporting standards.
• Recommend improvements to survey programs based on customer feedback, business needs and program performance.
• Support the development of new customer feedback programs as Customer Experience capabilities evolve.

CX Reporting and Insights

• Maintain recurring Customer Experience dashboards, scorecards and reporting.
• Prepare monthly, quarterly and ad hoc CX reports for business stakeholders and leadership.
• Monitor key Customer Experience metrics including CSAT, CES, NPS, response rates and other defined KPIs.
• Maintain and enhance Power BI dashboards and reporting solutions as business requirements evolve.
• Validate reporting data and investigate inconsistencies or data quality concerns.
• Identify meaningful trends, changes and patterns in customer feedback and performance data.
• Translate customer and business data into clear observations, insights and recommended actions.
• Prepare reporting materials and summaries for Customer Experience and leadership reviews.
• Partner with the CX Business Systems Analyst and other stakeholders when reporting requires new data sources, system changes or data improvements.

CX Program Ownership

• Take day to day ownership of assigned Customer Experience programs and processes following implementation.
• Coordinate recurring program activities, stakeholders, deliverables and timelines.
• Monitor program performance and recommend improvements when needed.
• Maintain program documentation, procedures and supporting materials.
• Ensure established CX initiatives continue to operate consistently and effectively.
• Identify risks, issues or improvement opportunities and escalate them to the Customer Experience Program Manager when appropriate.
• Support the transition of newly implemented CX initiatives into sustainable ongoing programs.
• Continuously identify opportunities to improve program efficiency, effectiveness and customer impact.

Closed Loop Customer Experience

• Support and administer customer detractor, service recovery and closed loop feedback programs.
• Monitor customer follow up and resolution activities.
• Coordinate with Customer Service, Service, Sales and other departments when customer action is required.
• Track recurring customer concerns, root causes and resolution trends.
• Identify systemic issues that may require broader process or experience improvement.
• Maintain processes and tools used to track customer feedback through follow up and resolution.
• Monitor program performance against established follow up and resolution expectations.
• Provide recurring insights on customer issues and areas of opportunity.

Project and Process Improvement

• Independently manage smaller Customer Experience projects and improvement initiatives within the scope of the role.
• Support larger cross functional Customer Experience and business transformation initiatives led by the Customer Experience Program Manager.
• Coordinate stakeholders, project activities, timelines and follow up actions for assigned initiatives.
• Support customer journey mapping and process improvement efforts.
• Document customer pain points, process gaps and improvement opportunities.
• Assist with current state and future state process documentation.
• Support implementation, communication, training and adoption of new CX processes and programs.
• Monitor implemented changes to determine whether they are achieving intended customer and business outcomes.
• Take ownership of assigned projects or programs after implementation when appropriate.

Cross Functional Collaboration

• Build effective working relationships with Customer Service, Service, Sales, Marketing and other customer facing and support teams.
• Gather feedback from internal stakeholders to better understand customer and business challenges.
• Coordinate actions and follow up activities associated with Customer Experience initiatives.
• Participate in and facilitate working sessions, project meetings and program reviews as needed.
• Communicate customer insights and CX priorities in a clear and actionable manner.
• Support efforts to strengthen customer centric thinking and decision making across the organization.
• Act as a resource for teams seeking customer feedback, CX reporting or program support.

Required Experience:

• High School Diploma or GED required; Bachelor's degree in Business, Marketing, Analytics, Customer Experience, Communications, or related field preferred. Equivalent relevant professional experience may be considered in place of a degree.
• Two (2) or more years of experience in Customer Experience, customer insights, analytics, marketing, business analysis, program coordination, or related role required.
• Experience working with data, reporting and performance metrics, including creating or maintaining business reports, dashboards or performance measurement solutions required.
• Experience supporting Voice of Customer programs, closed loop feedback, customer journey work or smaller projects and improvement initiatives is preferred.
• Experience using Excel, Power BI or similar reporting tools to create or maintain dashboards and performance reporting required.
• Microsoft Power BI including dashboard maintenance, data visualization and report development; Microsoft Excel and Microsoft 365; customer survey or feedback management platforms; familiarity with CRM or ERP systems and customer data is preferred.

Personal Qualifications:

• Accountability & Dependability - Takes personal responsibility for the quality and timeliness of work, and achieves results with little oversight
• Adaptability & Flexibility - Adapts to changing business needs, conditions, and work responsibilities
• Analytical Skills - Examines data to grasp issues, draw conclusions, solve problems, and process into meaningful data
• Autonomy - Ability to work independently with minimal supervision
• Communication, Oral - Ability to communicate effectively with others using the spoken word
• Communication, Written - Ability to communicate in writing clearly and concisely
• Customer Focus - Builds and maintains customer satisfaction with the products and services offered by the organization
• Detail Oriented - Ability to pay attention to the minute details of a project or task
• Initiative - Ability to make decisions or take actions to solve a problem or reach a goal
• Planning & Organizing - Coordinates ideas and resources to achieve goals
• Problem Solving - Resolves difficult or complicated challenges
• Project Management - Ability to organize and direct a project to completion
• Relationship Building - Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect
• Teamwork - Ability to give and receive team member assistance in working toward a common goal with a positive spirit
• Time Management - Ability to utilize the available time to organize and complete work within given deadlines

Job Requirements:

• Ability and willingness to pass a 10-panel drug screen, 7-year criminal history check
  • Most felonies are a disqualifier, misdemeanors are considered on a case-by-case basis
• Willingness and ability to wear required personal protective equipment (PPE)
• Willingness and ability to travel domestically up to 10% as business needs require
• Valid Drivers' License must be maintained throughout employment that meets Busch insurance standards
• Employment with Busch Vacuum Solutions requires current work authorization in the United States. Visa sponsorship is not available for this position.

Physical Requirements:

• Frequent sitting, grasping, speaking
• Occasional standing, walking, reaching, squatting, kneeling, bening
• Ability to lift and carry up to 25 lbs occasionally
• All applicants must be able to hear and see audible and visual alarms and must be able to wear all required PPE, such as safety shoes, electrical hazards, safety glasses, and hearing protection.

Benefits & Opportunities

offers an attractive benefits package, which includes medical, dental, vision, EAP, tuition reimbursement, Legal Plan, 401K, PTO, and more!

Opportunity for growth and advancement via on-the-job training, paid training/certifications, tuition reimbursement, and opportunities for advancement within the company. values promoting from within!

Work Environment

Professional office or remote work environment with frequent use of a computer, virtual collaboration tools and standard office equipment. The position may be performed remotely or from the Virginia Beach office based on the approved work arrangement. Occasional travel may be required based on business and project needs.

Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions. To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily.