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Customer Journey Ownership:
- Develop and maintain high-level customer journey maps.
- Identify key touchpoints and magical moments.
- Identify friction points in the customer journey.
Program Management & Coordination:
- Lead cross-functional initiatives to ensure alignment and execution of customer experience goals.
- Provide regular updates to leadership and stakeholders on program status, risks, and outcomes.
- Collaborate with product and engineering teams to ensure customer experience initiatives.
CSAT & NPS Strategy:
- Implement and monitor customer satisfaction (CSAT) and Net Promoter Score (NPS) programs.
- Drive initiatives like “Make It Right” to resolve negative experiences.
- Push positive reviews to platforms like Trustpilot and BBB.
Porch Group
Porch Group is a leading vertical software and insurance platform positioned to be the best partner to help homebuyers move, maintain, and protect their homes. They are a global team hiring for positions across the United States, Mexico, and India and values guide them in everything they do.