Sr Manager, Customer Insight

About the Company

DigitalGlobe is a leading provider of commercial high-resolution earth observation and advanced geospatial solutions that help decision makers better understand our changing planet in order to save lives, resources and time.  Sourced from the world’s leading constellation, our imagery solutions deliver unmatched coverage and capacity to meet our customers’ most demanding mission requirements.   Each day customers in defense and intelligence, public safety, civil agencies, map making and analysis, environmental monitoring, oil and gas exploration, infrastructure management, navigation technology, and providers of location-based services depend on DigitalGlobe data, information, technology and expertise to gain actionable insight.  DigitalGlobe is a public company listed on the NYSE as DGI, and is headquartered in Westminster, Colorado.

Summary

The Customer Insight Sr. Manager will lead DigitalGlobe’s customer listening and insight program to capture feedback, design the customer experience roadmap and implement best practices throughout the customer journey. The Sr. Manager will collect and analyze feedback through DigitalGlobe’s global customer facing teams and directly from customers. The Sr. Manager will compile customer feedback in a centralized platform, assess trends and determine what customer action is required to improve ease of doing business, promote loyalty and increase lifetime value. 

Responsibilities

• Define Customer Experience Strategy that informs the design and implementation of differentiated customer experiences and KPI’s to drive competitive differentiation, measureable customer satisfaction, and financial results
• Develop, assess and test customer experience innovation strategies, ensuring alignment with broader corporate strategy and approach
• Create and manage a customer insight platform and provide consistent reporting to executive and business stakeholders
• Analyze customer feedback and behavioral information to understand why customers are satisfied/dissatisfied, along with their attitudes and motivations to develop deep insights into customer needs and behaviors
• Lead customer focus groups to capture insight and test ordering, process and other technical improvements in order to validate ease of doing business improvements and inform business requirements
• Attend customer events to present customer experience innovations and capture first-hand feedback
• Ensure effective holistic data capture, beyond surveys, from all customer touch points to inform an intentional experience customers
• Collaborate closely with Sales, Product and Marketing teams to maintain consistent DigitalGlobe messaging and branding
• Work with internal teams to review customer feedback, recommend changes for implementation, and action on those to improve the Customer Experience
• Serve as a customer experience thought leader and effectively represent the voice of the customer in different capacities within the organization
• Work with leadership to build holistic relationships internally to drive a customer-centric culture, including driving CX projects with functional teams where CX issues arise
• Play a role in ensuring the department delivers a consistent, high-quality experience with built-in metrics

Job Requirements

• BA / BS Business Mgmt., Communications, Marketing or related undergraduate/graduate degree
• Excellent communication and customer experience skills with the ability to focus on both the big picture and the details
• Understanding of and previous achievements employing key customer experience metrics and methodologies, NPS or similar preferred
• Demonstrated ability to work cross-functionally and in alignment with corporate customer satisfaction initiatives
• Market research, product marketing and qualitative/quantitative research methodologies desirable
• Excellent foundational skills in customer presence, relationship development, facilitation and presentation skills
• Understanding of Customer Experience best practices and benchmarks, including journey mapping and similar CX related tools
• Knowledge of change management and agile methodologies a plus
• Some domestic, International travel possible

Location

Westminster, CO

Compensation

DigitalGlobe offers a generous compensation package including a competitive salary; choice of medical plan; dental, life, and disability insurance; a 401(K) plan with competitive company match; paid holidays and paid time off

Applicants for this position will be required to take and pass a drug test.