Mobilizes resources across all UL functions and geographies to proactively address and/or solve any problems that impact the fulfillment of UL services and overall customer satisfaction and loyalty. Holistically addresses actionable insights submitted through the Voice of Customer program as well as resolving all formalized complaints. Partners with various Business Unit & Regional Leaders to identify, set plans, and make recommendations for addressing issues and needs of customers
ResponsibilitiesAct as a CX culture champion, embedding VoC insights into company processes and decision-making.
Partner with internal teams to implement CX enhancements to improve customer experience
Supports CX improvement projects and initiatives that positively transform the end-to-end experience
Assures the organization integrates the voice of the customer as part of all design activities
Acts as the main point of contact for all customer complaints submitted through Voice of Customer surveys, incoming calls, e-mails, and the internal online customer feedback form for various Divisions and Regions. Responds within 24 hours of receipt of the complaint
Documents customer feedback, root cause, preventative actions, and corrective actions in the Salesforce CRM.
Investigates and resolves customer grievances including, navigating through a Matrix Organization to identify the appropriate leader to partner with.
Collaborates with region-based teams to service specific key client needs and/or industry needs, as agreed with the regional directors, general managers, and/or operating units.
Communicates customer feedback to management and staff.
Develops monthly and quarterly management reports to provide CX improvement project updates for the Divisions/Regions supported and ad hoc reporting as requested.
Participates in accreditation audits to demonstrate UL’s compliance with the Customer Complaint Handling SOP.
Qualifications
BA/BS and/or equivalent relevant experience
CCXP strongly preferred
Proven track record driving positive change in a complex environment
Understands and can teach CX methods and tools (e.g. NPS, CES, closed-loop systems, mapping)
Experience facilitating cross-functional team discussions, including well-developed negotiation skills and providing direction while not having direct authority
Detailed knowledge of company policies, practices and procedures that can be applied to positively affect customer engagement
Strategic Agility
Project Management
Listening Skills - proficiency in active listening skills to broaden understanding, absorb different perspectives and help diffuse perceived obstacles and potential gaps in understanding
Communicates and collaborates well within and across organizational level
Exceptional problem solving-skills
Interpret Data - ability to interpret data and insights to objectively and consistently drive CX objectives
Customer Journey Mapping - ability to employ data and research to create Customer Journey Maps that help stakeholders “see” where the gaps and opportunities are to increase success
Fluent in French and English preferred, as the position can be in any UL office the United States and Canada.
Total Rewards: We understand compensation is an important factor as you consider the next step in your career. The estimated salary range for this position is $73,200 to $97,500 and is based on multiple factors, including job-related knowledge/skills, experience, geographical location, as well as other factors. This position is eligible for annual bonus compensation with a target payout of 10% of the base salary. This position also provides health benefits such as medical, dental and vision; wellness benefits such as mental and financial health; and retirement savings (401K) commensurate with the standard rewards offered in each individual location or country. We also provide full-time employees with paid time off including vacation (15 days), holiday including floating holidays (12 days) and sick time off (72 hours).
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