JOB DESCRIPTION
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.
RESPONSIBILITIES
- Act 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
Background:
- Graduate with minimum of 5 year's exp. in related domain.
- CCXP (Customer Experience Certification) 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
Skills:
- Salesforce experience
- Strategic Agility
- 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
- Fluency in English
ABOUT US
A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers' product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers' products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.
