Job Summary

The Customer Experience Partner (CXP) will manage and oversee the delivery of exceptional customer service while fostering positive relationships with our internal customers, our users. They will play a pivotal role in ensuring customer satisfaction by understanding their needs, advocating for their best interests, understanding the technologies, support, and service offerings of ISS, and championing innovative solutions and ideas to improve the customers’ experience. Collaborating closely with various internal ISS teams, the Customer Experience Partner will act as a bridge between customers (users) and ISS, contributing to the continuous improvement of our technology, equipment, services, training, and support based on customer feedback and insights driven by Experience Level Agreements (XLAs). The Customer Experience Partner will work closely with all of the ISS teams to ensure effective implementation, integration, utilization and ongoing support of systems and technology solutions.

Accountabilities

• Relationship Management: Build strong relationships with users, serve as the primary point of contact for user feedback and sentiment, build and maintain strong relationships with key stakeholders and leaders to understand their business needs, challenges, and goals.
• Solution Consulting: Collaborate with functional teams to identify technology requirements and provide guidance on selecting and implementing appropriate technology solutions, ensuring alignment with organizational objectives. Understand the customers business goals and challenges to tailor technology solutions that align with their objectives. Work closely with internal technical teams and vendors to ensure proposed solutions are feasible and well-aligned with technology standards.
• Customer Advocacy: Act as a voice of the customer (user) within FHI 360. Provide feedback and insights gathered from customer interactions and surveys to improve technology and ISS offerings based on customer needs and preferences.
• ISS Advocate & Technology Champion: Function as ISS’s representative to the customer, acting as a dedicated ISS champion. Effectively convey the ISS strategy, technologies, equipment, support, and services to customers, providing relevant information to enhance customer awareness market ISS offerings, and offer valuable solutions and suggestions to improve their overall customer experience.
• Stakeholder Communication: Communicate effectively with functional teams, internal ISS teams, executives, and external vendors, providing regular updates on system status, project progress, and issue resolution. Establish and drive regular prioritization discussions across the portfolio of the functional department work.
• Vendor Management: Collaborate with ISS teams on enterprise and product level roadmaps, vendor roadmaps and ensuring user feedback and sentiment is considered as appropriate.
• Market ISS: Promote ISS and its array of services, trainings, and support offerings creatively. Explore innovative approaches to market ISS effectively. Collaborate with different teams within ISS to work collectively towards customer-centric strategies and initiatives.
• Experience Level Agreement (XLA) Management: Take charge of overseeing, executing, and supervising the ISS XLAs. Methodically gather, evaluate, and present customer feedback and data. Utilize these insights to detect patterns, propose enhancements, and actively contribute to customer-centric projects and solutions. Set initial customer success metrics as a foundation and continually enhance the XLA metrics over time.
• Project
• Management: Coordinate with customer engagement team to ensure appropriate management, especially communication of project status and ensuring successful delivery within defined timelines.

Applied Knowledge and Skills

• Strong understanding of business processes, systems, and related technologies.
• Demonstrated project management skills, with the ability to prioritize tasks, manage multiple projects simultaneously, and deliver results within established timelines.
• Excellent interpersonal and communication skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.

Problem Solving & Impact

• Strong problem-solving and analytical abilities to identify and address system issues, recommend solutions, and troubleshoot effectively.
• Certifications or experience with software, such as MS Power BI, Excel, data analytics software, survey software, or other similar software, is a plus.
• Project Management or ITIL certification is also desirable.
• Demonstrated ability to navigate a complex, fast-paced environment – government contracting, international development, etc.

Supervision Given/Received

• The Customer Experience Partner will report to a manager or associate director.
• No direct reports.

Education

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.

Experience

• Proven experience (8-10years) in technology roles or similar roles, specifically focused on organizational systems and technology.

Typical Physical Demands

• Typical office environment.
• Ability to sit and stand for extended periods of time.

Technology to be Used

• All technologies (software and hardware) generally expected for the role, current and future

The expected hiring salary range for this role is listed below. FHI 360 pay ranges represent national averages that vary by geographic location. When determining an offer amount, FHI 360 factors in multiple considerations, including but not limited to: relevant years of experience and education possessed by the applicant, internal equity, business sector, and budget.

Base salary is only one component of our offer. FHI 360 contributes 12% of monthly base pay to a money purchase pension plan account. Additionally, all US based staff working full-time, which is calculated at 40 hours/week, receive 18 days of paid vacation per year, 12 sick days per year, and 11 holidays per year. Paid time off is reduced pro rata for employees working less than a full-time schedule.

Hiring Salary Range: $100,000 – $133,000

This job posting summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be assigned to carry out these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time.

FHI 360 is an equal opportunity and affirmative action employer whereby we do not engage in practices that discriminate against any person employed or seeking employment based on race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, marital status, physical or mental disability, protected Veteran status, or any other characteristic protected under applicable law.

Our values and commitments to safeguarding: FHI 360 is committed to preventing any type of abuse, exploitation and harassment in our work environments and programs, including sexual abuse, exploitation and harassment. FHI 360 takes steps to safeguard the welfare of everyone who engages with our organization and programs and requires that all personnel, including staff members and volunteers, share this commitment and sign our code of conduct. All offers of employment will be subject to appropriate screening checks, including reference, criminal record and terrorism finance checks. FHI 360 also participates in the Inter-Agency Misconduct Disclosure Scheme (MDS), facilitated by the Steering Committee for Humanitarian Response. In line with the MDS, we will request information from job applicants’ previous employers about any substantiated findings of sexual abuse, exploitation and/or harassment during the applicant’s tenure with previous employers. By applying, job applicants confirm their understanding of these recruitment procedures and consent to these screening checks.

FHI 360 will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.

FHI 360 will never ask you for your career site username or password, and we will never request money, goods or services during the application, recruitment or employment process. If you have questions or concerns about correspondence from us, please email CareerCenterSupport@fhi360.org.

FHI 360 fosters the strength and health of its workforce through a competitive benefits package, professional development and policies and programs that support a healthy work/life balance. Join our global workforce to make a positive difference for others — and yourself.

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