Head of Customer Insights and Transformation

  • Atlanta, GA, USA
  • Employees can work remotely
  • Full-time
  • Role type: People Leader
  • Department: Account Management
  • Division: Fitness & Wellbeing

Company Description

At Xplor, we help businesses thrive by making life simple for daily activities with a recurring nature. We do that by offering smart software, payments, and commerce-enabling solutions across five “everyday life” verticals: Education, Fitness and Wellbeing, Field Services and Personal Services.

Job Description

CX Analytics & Insights

  • Develop an efficient portfolio of customer experience insights and analytics that provide a complete customer lifecycle view for each product and reports that compel strategic action. 
  • Define, develop, and analyze lagging & leading indicators to increase LTV, reduce Churn, and bring about process improvement, strategic direction and change. 
  • Conduct ongoing analyses of CX data to drive process improvement for Onboarding, Customer Support and Account Management. 
  • Conduct ongoing and ad-hoc analyses of customer behavior (and oversee a team doing the same) across the customer journey, turning them into actionable insights and strategic recommendations that inform growth of the business. 
  • Develop core growth analyses and critical metrics to evaluate and support onboarding, account management, customer support and strategic initiatives.
  • Work cross-functionally to define and develop CX dashboards, workflows and metrics for teams and products. 
  • Define and develop analytics supporting the voice of customer program and provide strategic recommendations to key stakeholders for customer journey, process improvement, and product development. 
  • Lead the analysis, collection and measuring customer data, evaluate results, generate actionable insights, ensure data integrity in CX systems, and provide data-driven recommendations for strategic direction, change and prioritization.  
  • Leverage data to identify gaps, assess goals and targets, produce gap analysis and promote process iteration work cross functionally to establish consistent metrics and a source of truth and standardization for KPIs, customer data and analytics. 
  • Partner with the central data team on data infrastructure, tooling, automation, data management, data quality, and QA needs. 
  • Continuously identify new ways to utilize data to fuel change, strategic impact, process improvement, product recommendations and customer experience enhancements.
  • Communicate on-going and ad-hoc customer analytics and insights to key stakeholders and cross-functional teams by providing findings and recommendations that directly inform the overarching strategy.
  • Team leader: mentor and develop analysts; retain and recruit analytics talent.

CX Experience / Adoption

  • Define and develop the customer experience strategy of product migrations and operational key initiatives include product feature parity, migration tooling, customer feedback, communications, incentives, resourcing, customer operation process alignment/definition/mapping, product/process training plans and customer journey mapping. 
  • Review and identify gaps and opportunities within the customer experience journey with each product to drive an efficient, best in class customer experience engaging customers at key points in the customer life cycle to drive product adoption, value realization, and delight Xplor customers. 
  • Drive customer experience change through analytics and customer feedback.  
  • Collaborate cross-functionally, to ensure we are delivering best in class, efficient customer experience to our clients in all key initiatives and strategy and ensure the voice of the customer is heard through all processes and products. 
  • Testing of the customer journey tooling and experience to provide product feedback, customer experience refinement. 

CX Operations

  • Act as an internal knowledge expert/resource and partner with stakeholders, working collaboratively with respective (team(s) as well as other cross-company and cross-functional partners to develop features, tools, dashboards, reporting and process improvement. 
  • Act as a strategic thought leader to solve unique and complex problems with broad impact in Customer Success and cross-functionally.
  • Collaborate with cross-functional partners; develop strong working relationships across products and business units’ key stakeholders. Coordinate with analytics colleagues.
  • Acts as a change agent in helping teams identify areas of improvement, efficiency, and consistency in processes and workflows across products. 
  • Extend impact beyond Customer Success by sharing insights across departments, advocating for product and process improvements, and partnering on cross-team integration and end-to-end customer analytics projects.
  • Review tools used for analytics, KPIs, customer feedback, onboarding, customer support and account management and work cross-functionally to drive strategic direction regarding customer management & analytic tools and create consistency across products for collecting, analyzing and managing data and processes across products.

Qualifications

Experience/Education:

  • 3-5 years of experience in software support, SaaS preferred
  • 5-7 years of experience in Client Success/Strategic Account Management/Customer Experience
  • 7-10 years’ experience building, growing and managing a team
  • Background in sales and post sales, preferred
  • BA or BS degree required

Work Skills/Personal Characteristics:

  • Deep knowledge of data manipulation, harmonization & integration for analytics purposes. 
  • Experience in CRM dashboard design/development
  • Highly proficient with Microsoft Excel for data analysis
  • Ask "Why?" and question the status quo. View unexpected data results as a puzzle to be solved, a challenge accepted enthusiastically. 
  • Ability to prioritize, multitask and organize workload
  • Demonstrated knowledge of the CRM technology and CX Analytics
  • Ability to work both individually and collaboratively within a team environment
  • Excellent communication, written and oral presentation, and negotiation skills
  • Metrics driven mentality
  • Experience operating in a profitable growth environment
  • Experience with a subscription-based SaaS revenue model
  • History of acting as an agent of change within an operations organization
  • Has set up and managed well-defined metrics and KPIs to track performance
  • Ability to maintain a collaborative and flexible leadership style
  • Internally motivated to accomplish results with the ability to work both independently and effectively within a team
  • Exceptional attention to detail and organizational skills
  • Able to multi-task and efficiently manage time and priorities for self and team
  • Passion for fitness, our vision, and the problem we are solving
  • Experience working with a remote leader while maintaining high levels of accountability and productivity
  • Passionate about developing and motivating people as well as building world class teams with high integrity and determination to meet and exceed goals
  • You align with our four core values and you’re simply a good human 

Additional Information

What does it mean to work for Xplor?

Our four core values - Make life simple, Build for people, Move with purpose and Create listing communities - are key to who we are and guide us from how we hire to how we recognize our team members.

Some of the perks of working with us: 

  • Flexible PTO
  • Monthly Wellness Stipend
  • up to a 4% 401k Match
  • Unparalleled opportunities to learn and accelerated career development
  • A collaborative, team environment with people who truly love what they do
  • 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
  • Unlimited access to Udemy for Business, 10% of your time devoted to growing you and your career, and further support to help you grow
  • Access to mental health support
  • Flexible work arrangements

More About us

We’ve recently expanded our reach by merging the two software and payments powerhouses TSG and Clearent. The resulting company is Xplor Technologies serving over 82,000 businesses that processed over $27 billion in payments, operating across 158 countries in 2020. 

Xplor is headquartered in the United States in Atlanta, GA, with operations across North America, Australasia, Europe, and the United Kingdom. We now have over 2,000 Xplorers, working across five “everyday life” verticals: Education, Health and Fitness, Boutique Wellness, Field Services and Personal Services.

To learn more about us, our brands and products, please  visit: https://www.xplortechnologies.com/

Xplor is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Sheryl Sandberg once said, “If you're offered a seat on a rocket ship, don't ask what seat! Just get on.” We couldn't agree more. So, are you ready to get on board?

To learn more about us and our products, please visit www.xplortechnologies.com. 

Xplor is proud to be an Equal Employment Opportunity employer. We're dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, veteran status and age. Applications are encouraged from all sectors of the community. 

All Information will be kept confidential according to EEO guidelines.

We’re committed to replying to each application and look forward to getting in touch with you soon.

Sheryl Sandberg once said, “If you're offered a seat on a rocket ship, don't ask what seat! Just get on.” We couldn't agree more. So, are you ready to get on board?

To learn more about us and our products, please visit www.xplortechnologies.com/us/careers. 

Xplor is proud to be an Equal Employment Opportunity employer. We're dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, veteran status and age. Applications are encouraged from all sectors of the community. 

All Information will be kept confidential according to EEO guidelines.

We’re committed to replying to each application and look forward to getting in touch with you soon.

Videos To Watch