Your Role and Responsibilities
The Experience Insights team delivers feedback from clients, prospects, ecosystem partners, and employees at key moments of truth in their journey with IBM. Holistic views of feedback are consolidated and reported so we understand the entirety of a client's/partner's/employee's experience with IBM. Listening to and acting on this feedback informs decisions, improves IBM's client experience and employee engagement, and helps drive business growth.
As a Client Experience Program Leader, you will partner with business stakeholders to understand business needs, design and implement feedback approaches, and deliver ongoing feedback program enhancements. You will also analyze the data and provide insights to leadership. The work could span client, business partner, and employee touchpoints where IBM gathers feedback.
Your primary responsibilities will include:
Managing client feedback program implementation and ongoing execution to provide real-time, actionable feedback.
Creating reporting on feedback program results, insights, and actions, and providing feedback to team leadership on how to improve in the next cycle.
Driving continuous improvements in our programs by identifying enhancements to enrich feedback programs by keeping up to date with feedback trends and IBM strategies.
Collaborating across the Experience Insights team to provide a holistic approach to feedback.
Partnering with leadership to promote Client Experience program awareness and adoption.
We offer a dynamic blend of personal flexibility and a thriving in-office environment. This role requires three days of in-office presence per week, with two days for remote work.
Required Technical and Professional Expertise
Ability to develop and implement cross-functional program(s) aligned to business strategies.
Effective collaborator, team player, and conscious problem solver.
Ability to work with colleagues, stakeholders, and vendors in an agile environment to effectively prioritize and manage multiple projects simultaneously.
Apply creativity and judgment to professional, technical, or operational problems.
Fluency in English is required, both written and verbal.
Required Education
Bachelor's Degree
About IBM
IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason, and science, we can improve business, society, and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing, and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
Country/Region
Brazil
State / Province
São Paulo
City / Township / Village
Sao Paulo
Employment Type
Full-Time
Company
(0022) IBM Brasil-Industria, Maquinas e Servicos Limitada
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