Customer Experience Program Manager

Join the ResMed Sleep and Respiratory Care Team today!

ResMed is a global leader in connected devices and digital health. We help millions of people sleep, breathe and live better lives. Are you ready to help fuel our growth? As ResMed continues to evolve with the future of healthcare, our customer-centric organization focuses on cloud-connected devices and digital health technologies that are designed to help treat and manage sleep apnea, COPD, and other chronic respiratory diseases that, together, affect over one billion people worldwide.

If you share a passion for transforming care, keeping people healthy and out of the hospital, and lowering healthcare costs, ResMed invites you to apply to an applicable role (e.g. marketing, sales or product development) within the diverse and talented Sleep and Respiratory Care team.

Let's talk about the role:

• Lead the VoC platform strategy for ResMed that results in widespread adoption across functions
  
  • Own the implementation of a new VoC platform across the organization. Manage all aspects of the program from set up through delivery and ongoing support
  • Engage with project stakeholder audience (internal and external) and communicate project status, progress and risks to Executive Sponsors and Senior Leadership Team
  • Be the first point of contact in regard to CX platform inquiries or new use cases
• Own existing listening posts as well as the launch of new touchpoint measurement in the VoC platform
  
  • Manage customer and employee feedback collection across all channels and synthesize feedback to provide a holistic customer view to the business
  • Make sure listening channels are optimized for each audience
  • Understand customer journey maps and engage with key business stakeholders to prioritize listening needs
  • Implement new listening posts based on agreed upon roadmaps and business priorities
• Develop closed loop processes and manage implementation
  
  • Collaborate with customer-facing teams to define a process for customer feedback follow-up
  • Document closed loop process and train teams on adoption
• Analyze VoC data and socialize within the organization
  
  • Analyze CX data sets (CSAT, NPS) to integrate information and identify trends that result in actionable insights for improvement in operations, service delivery and customer experience
  • Communicate insights, trends and roadblocks effectively to appropriate audiences and stakeholders
• Empower teams to improve CX
  
  • Serve as the organizational expert on best practices for VOC and Customer-Centricity and establish industry benchmarking

Let's talk about Key Skills:

• Proven track record in the strategy, setup, execution, management and measurement of scalable VOC programs, including survey design, strategy and methodology, closed-loop feedback and Experience Management
• Skilled in teaching VOC improvement concepts and principles to diverse audiences from senior management to frontline staff
• Customer-obsession with an appetite for continuous improvement
• Strong presentation skills, experience communicating and visualizing complex and abstract ideas and concepts, storytelling and presenting to executive-level stakeholders
• Highly respected team player and a collaborative teammate
• Ability to build relationships with cross-functional teams with ease, delivering impact consistently through seamless communication, influencing teams towards achieving goals

Let's talk about you:

Required

• Bachelor's degree in business, marketing or other related field
• 5+ years of experience in a CX role
• Experience managing a VoC platform like Qualtrics, Medallia or InMoment
• Working knowledge of NPS, CX fundamentals and change management principles
• Excellent analytical and critical thinking skills and the ability to translate findings into actionable recommendations
• Ability to multi-task and work in a fast-paced, collaborative, team-oriented environment
• Excellent communication and presentation skills; ability to communicate effectively with all levels of the organization
• Deep customer empathy and decision making that demonstrates customer obsession

Preferred

• Certified Customer Experience Professional (CCXP)
• Experience in healthcare and understanding of the North America healthcare market
• Experience working with Jira-driven workflows

Joining us is more than saying "yes" to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now!