Oracle Customer Experience Lead in Orlando, Florida

Responsible for the delivery of Product Specifications Documents to supplier partner(s) or delivery of process specifications to meet business specifications.

May be done in partnership with business partner(s) or via guidance to business partner(s) for execution. Defines system specifications needed to roll out flexible business models. Responsible for understanding business objectives. Performs process or functional analysis to identify gaps compared to specifications, confers and/or drives issues with management for resolution, and ensures overall fulfillment of business specifications. Responsible for day-to-day engagement with business and/or process subject matter experts. Advises and consults with business teams prioritizing allocation of people resources, addressing project team problems ensuring that all team deliverables are met, and developing and presenting proposals of project plan and getting agreement from appropriate stakeholders. Understands and applies theories to policies and operating environment needed to effectively and efficiently complete assignments.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 5 years relevant work experience. BS/BA preferred.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

Why NetSuite?

To start, you ll be surrounded by smart, innovative, caring people invested in our customers and the community. If you re looking to share your unique perspective and ideas at a collaborative table and help equip all kinds of businesses achieve their visions, check us out.

Summary:

At NetSuite, we are revolutionizing cloud-based business applications for lower-mid, mid-market and enterprise companies, and create user experiences that delight users and drive growth.

We are looking for a hard-working, self-starter to join our Strategic Initiatives Insights team as our customer experience Sr. Solutions Lead. This individual will be responsible for leading the development and management of customer engagement (journey maps) to identify the best possible customer experience across the organization. This position will be responsible for primarily focusing on designing, viewing and then providing recommendations on how to improve the interactions between Oracle NetSuite and our customers from the customers perspective and across the entire journey they have with our business. The role provides an outstanding opportunity for cross-functional learning with exposure to the senior management team and to the issues typically faced by a team in a rapidly growing cloud software industry. If you are a problem solver who enjoys making a connection between the customer experience and company success, then we invite you to apply to join our growing team

Responsibilities:

Work directly with the senior leadership team of the Strategic Initiatives team to determine key projects of focus

Develop reports and presentations for the management team to support performance of executed projects

Create and utilize customer-centric tools such as journey maps and personas to inform decision-making

Maintain a library of CX journeys and outcomes Map end-to-end customer experience touch-points Update and validate key customer personas Incorporate segmentation of customer base and varying strategies and analyses within key customer and prospect journeys Identify opportunities for continuous improvement

Partner to identify opportunities to repair, enhance, an innovate customer experiences

Prioritize the most critical gaps in providing an enjoyable customer experience; lead the development of a roadmap to address root-causes and redesign journeys. Provide recommendations, present, and influence relevant stakeholders to address gaps in the customer experience, impacting an operation or departments

Leverage voice of the customer insights on all aspects of customer interactions to identify customer pain-points, challenges, and hurdles; advise on approaches to eliminate and positively enhance customer interactions

Develop KPIs and metrics (NPS, etc.) that track Customer Experience performance to provide visibility to the executive team

Act as the "voice of the customer" and bring customer insights (direct and from other teams) into Strategic Initiatives decisions

Inspire and enable game-changing ideas for our customers and the company

Minimum Qualifications:

Bachelors degree in Marketing, Business Administration or equivalent experience required

Demonstrated ability to communicate ideas clearly and concisely to leadership

Customer Journey mapping & persona development experience is necessary

3-5 years of experience in business process re-engineering or process improvement, involving information systems and utilizing tools and techniques to effect business change

Experience working in a SaaS enterprise software company is highly preferred

Experience and comfortability working with all levels of leadership, decision makers, stakeholders, and external entities, to include public speaking, presentations, and selling strategic direction of a Customer Experience organization

Excellent communication skills both verbal and written in English, and cross-functional teamwork skills

Job: *Business Operations

Organization: *Oracle

Title: Customer Experience Lead

Location: United States

Requisition ID: 180017DM