At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.
We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
Position Overview
Are you a Customer Experience leader skilled in VoC research and translating insights into programs that improve customer experience and lead to expanded relationships with customers? If yes, Iron Mountain is looking for you to be an important part of the company fulfilling its growth strategy, which rests on winning new types of customers and expanding our relationships with existing ones.
This position is a key member of the Global CX Center of Excellence, creating CX strategies and managing CX programs that deliver positive impact for our customers. The CX Manager serves as a consultant and advisor to our Digital Solutions business unit, partnering with its leadership to execute CX programs that fuel growth by increasing retention, solution adoption, and advocacy.
This role listens carefully to understand business goals and recommends VoC research and journey management programs that provide actionable insights and facilitate impactful operational changes. The CX Manager leads the execution of these programs -managing research initiatives, synthesizing insights into business recommendations, and facilitating improvement workstreams.
This person will have strong interpersonal and project management skills and be able to interface effectively with functional leaders.
Key Accountabilities
● Build and maintain strong relationships with stakeholders in the Digital Solutions business unit. Develop a deep understanding of their business, strategic objectives, operational mechanics, and customer dynamics.
● Partner with business unit leadership to set, measure, and achieve strategic multi-year CX goals for NPS, CSAT, and/or CES as key growth enablers. Measure and report progress against annual improvement goals. Determine if efforts are driving desired outcomes and recommend course corrections when necessary.
● Execute qualitative and quantitative VoC research that identifies and illustrates customer expectations, sentiment, challenges, preferences, and delight opportunities across the customer journey.
● Apply analytics to VoC survey and operational data to generate insights into journey dynamics, customer behavior, and drivers of CX improvement. Evaluate if particular segments of the customer population are disproportionately impacted or have unique CX requirements.
● Engage with operational leaders to facilitate customer improvements using root cause analysis and design thinking methods. Develop customer journey maps for critical moments in the customer experience, highlighting where and how changes can improve satisfaction and business outcomes.
● Support the annual CX planning process to ensure that accurate and appropriate goals/timelines are established.
● Contribute to maturing the team’s operational standards, processes, and policies to scale and optimize the CX COE.
Qualifications
● BA/BS in business, marketing or related fields.
● 3+ years experience in CX, research, strategy, or other transformational role with a provider of business SaaS solutions.
● Subject matter expertise in Customer Experience, preferably with professional CX certification.
● Understanding of best practice research techniques and data analytics methods.
● Ability to think conceptually, manage ambiguity, solve complex problems, and make thoughtful recommendations.
● Solid project management and prioritization skills to meet deadlines, taking responsibility for deliverables and ensuring other project stakeholders understand what is needed from them.
● Ability to synthesize data analysis and research findings into strategic insights and practical recommendations.
● Strong communication and presentation skills, projecting professionalism and credibility to connect with and influence mid and senior management.
● Proficiency with Qualtrics or other enterprise CX management platform.
● Expert proficiency with Excel or other desktop data manipulation.
● Additional consideration for experience with Google Looker Studio and Salesforce platforms.
#LinkedIn-Remote
Reasonably expected salary range: $76,900.00 - $102,500.00
Category: Marketing
What We Do
Iron Mountain Incorporated (NYSE: IRM) is the global leader for storage and information management services. Trusted by more than 220,000 organizations around the world, Iron Mountain boasts a real estate network of more than 80 million square feet across more than 1,350 facilities in 45 countries dedicated to protecting and preserving what matters most for its customers. Iron Mountain’s solutions portfolio includes records management, data management, document management, data centers, art storage and logistics, and secure shredding help organizations to lower storage costs, comply with regulations, recover from disaster, and better use their information. Founded in 1951, Iron Mountain stores and protects billions of information assets, including critical business documents, electronic information, medical data and cultural and historical artifacts.
Gallery
