Senior Manager - Customer Experience Operations Researcher

Welcome to the intersection of energy and home services. At NRG, we're driven by the idea of a smarter, cleaner, more connected future-and the possibilities that will bring to the world and to the 7.3 million customers we serve.

Vivint Smart Home, an NRG-owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes. More information is available at www.nrg.com or www.vivint.com. Connect with NRG and Vivint on Facebook, Instagram, LinkedIn and X.

Summary:

We are looking for a Customer Experience Operations Researcher to help design and execute test pilots on various products & processes used at Vivint.

As a Sr. Manager of the CX Operations Researcher in our company, you will lead the learning lab and work closely with various stakeholders to understand friction points in the customer journey. Then you will design and execute tests with different products, services, processes, and policies to fix that failure. As a result of the test performed, you will share the learnings and recommend a) what to move forward with and scale and b) what not to do.

Job Responsibilities

Establish a "mini Vivint" Learning Lab

• Define Templates for Test Intake; design; communications during tests and test results.
• Define process for Intake, Prioritization, and Readouts
• Work closely with the Call Center/Technician leadership to Identify 1 - 2 teams from CC to be part of the lab.
• Work with key stakeholders to establish a compensation plan for the LL frontline teams.
• Define Geo aspects of the lab.
• Identify and build any technology needed for lab setup.
• Identify and build any reporting needed for lab setup.
• Lead and operationalize the LL processes.

Oversee the execution of the tests

• Design tests to ensure test criteria are met.
• Prioritize the test based on the level of customer impact & urgency to the dept.
• Communicate expectations of when the test will be conducted & completed to stakeholders.
• Create and maintain a roadmap for the LL.
• Design risk mitigation & control strategies to ensure test failure points are addressed.

Lead the design & implementation of impact measurement strategies.

Work closely with frontline test teams to ensure that:

• They are trained in testing procedures.
• Their questions are answered.
• They can address concerns with the core team and determine if the core team needs to iterate on testing procedures to ensure a more accurate test.

Analyze test results & prepare findings/recommendations into a presentation.

Present test pilot findings & recommendations to stakeholders & executives.

Partner with various stakeholders to implement the recommendations at scale.

Job Qualifications

• A minimum of bachelor's degree; MBA preferred.
• 8 years of experience
• 6 years of CX-related work experience (e.g., customer-facing roles/customer loyalty projects / VOC research/journey mapping etc.); B2C businesses preferred.
• Experience in technology role required
• Experience in regular updates to senior executives (VP and above) at a mid-to-large company, with proven success in synthesizing multiple sources of information and creating real and actionable insights for leadership.
• Experience in collaborating in a cross-functional environment and driving alignment with different stakeholders.
• Strong strategic thinking ability and demonstrated risk assessment acumen.
• Strong communication and facilitation skills with proven ability to work with diverse teams, develop trustworthy relationships, and create influence.
• Strong desire to gain deep subject matter depth on a multitude of topics on short notice.
• Self-starter with proven ability to successfully kick-start new initiatives and drive complex issues through analysis and resolution.
• Possess high energy, motivation, and a commitment to both customer and business impacts.
• Leadership experience is a plus.

Here are some highlighted perks you should ask us about:

• Free daily lunch and drinks on site
• Paid holidays and flexible paid time away
• Employee/Friends/Family Discounts
• Onsite health clinic, gym, gaming tables
• Medical/dental/vision/life coverage & 24/7 Medical Hotline
• 401(k) Employer Match
• Employee Resource Groups

WORKING CONDITIONS:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

SAFETY:

We enforce a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each new employee is responsible for completing all training requirements. Additionally, the employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public. Employees must adhere to all written and verbal instructions, promptly report and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues.

If you are an active Vivint employee, please apply through Workday by searching "Find Jobs".