Self Service CX Optimization Manager

Symantec   •  

Tempe, AZ

Industry: Technology

  •  

8 - 10 years

Posted 23 days ago

About Symantec:

The mission of Symantec's Consumer Digital Safety Segment is to protect our customers' information, identities, devices, homes, and families with Norton and LifeLock technology solutions. Every day we protect more than 50 million consumers and small businesses in over 60 countries around the globe. Norton's broad array of industry-leading, award-winning technologies include device protection for PC, Mac and mobile (iOS and Android), secure backup, password management, and parental controls. Norton recently developed a new set of innovative technologies to protect internet connected devices and families in the home (IoT). Norton and LifeLock have also joined forces to provide the broadest set of digital safety solutions by leveraging LifeLock's comprehensive Identity Protection Services.

About the Role:

We are looking for an entrepreneurial leader with Digital Performance Marketing Experience. This role will drive business optimization programs for digital omni-channel customer service experiences for Norton & LifeLock. The ecosystem is primarily for direct customer facing communication channels and the goal is to improve customer satisfaction via information technology and automation while reducing human agent cost. The role is part of eServices Business Optimization team, which is a part of eServices organization within the Consumer Services & Inside Sales division.

eServices are responsible for end-to-end experience and performance for all interactions beyond human agents. eServices Business Optimization drive increased adoption & optimization of self service channels. The role will be an individual contributor, driving eServices optimization and adoption programs. The business optimization team are responsible for quarterly financial business result – forecast & delivery. The individual will need to collaborate with our platform team to align future strategy/priority; and partner with channel team to deliver optimal cost effectiveness and customer experiences for 25M of Norton & LifeLock members.

Responsibilities:


  • Manage an eService Business optimization program responsible for driving live agent cost reduction & upgrade revenue via a series of automated bot experiences.
  • Drive live agent cost reduction by:
  • Optimizing our customer service web & product UI support portal experience
  • Improve containment rate of calls handled by our Natural Language powered Virtual Assistant by optimizing call scripts and CX flows.
  • Develop automated bot experiences for Social, Messaging and Chat interactions.
  • Drive upgrade revenue selling our new Cyber Safety Plans by
  • Identifying the moments of truth in support experience to upgrade existing customer to better protection plans
  • Offer new customers protection when interacting with our bot experiences
  • Work in partnership with sales team to refer warm sales leads to live sales agents
  • Build predictive data models with our business intelligence teams to segment and target customers with appropriate offers.
  • Identify opportunities for new Bot, AI & Machine Learning experiences that drive cost reduction and upgrade revenue generation.
  • Advocate for eServices and work with cross-functional teams across the Consumer Business Unit to resolve customer issues.
  • Contribute to financial planning & forecast.

Qualifications:

The candidate must be strong in problem solving, strategic thinking, digital marketing, conversion optimization & business analytics. Excellent collaboration and communication is also imperative given the nature of this role.


  • Bachelors Degree or equivalent experience required
  • 8+ years of business/conversion optimization experience
  • Digital/performance marketing
  • Direct/lifecycle marketing experience
  • Growth hacking/marketing experience
  • Consumer business experience is a must
  • Consumer support/service experience is a plus