Director Member Insights and Experience in Memphis

Job Description

Join Frontdoor as Director Member Insights and Experience in Memphis, Frontdoor is a company that’s on a mission to make home ownership simple at all refer details to know more about role and responsibility.

Post:  Director Member Insights and Experience

Work Location:  Memphis, Tennessee, United States

 Overview

Frontdoor is a company that’s obsessed with taking the hassle out of owning a home. With services powered by people and enabled by technology, it is the parent company of four home service plan brands (American Home Shield, HSA, Landmark and OneGuard) and an expanding portfolio of home services. Frontdoor serves more than two million customers across the U.S. through a network of 16,000 pre-qualified contractor firms that employ over 45,000 technicians. The company’s customizable home service plans help customers protect and maintain their homes from costly and unplanned breakdowns of essential home systems and appliances. With more than 45 years of experience, the company responds to over four million service requests annually (or one request every eight seconds). For more details, visit frontdoorhome.com.

Job overview: 100% Remote/Virtual

Develops and executes strategies and analysis and unearth insights to improve the member experience. Works cross functionally to deliver CX performance metrics and insights along with process improvement recommendations.

Responsibilities

Is a subject matter expert in the member lifecycle and experience.

Leads the development of surveys and analysis that further the member experience and ultimately renewal/retention.

Cultivates and develops cross functional relationships

Manages external vendors, agencies, and cross-functional projects from initiation to completion.

Identifies infrastructure and process enhancements, and supports and leads respective initiatives to improve member communications and overall experience.

Creates and executes specific performance tracking and the identification of gap-closing measures.

Communicates success metrics to internal stakeholders and management.

Monitors and analyzes metrics and outcomes of each initiative.

Display ownership behavior in identifying and solving business problems.

Must be able to build relationships and influence across all functional areas of the business.

Regularly work with other team members to ideate on new campaigns, automations, strategies and workflows to help drive member experience improvements.

Qualifications

Bachelor’s degree in a related field and 5 years experience.

Experience in CX, surveys, research, and process improvement strategies preferred

Excellent analytical skills required

Master’s degree preferred, big firm consulting experience a plus

Knowledge of CRM (Customer Relationship Management) preferred

Excellent business writing skills required

Strong public-speaking and presentation skills required

Strong project management and time management skills required

Computer skills with Microsoft Office (Word, Excel, PowerPoint, Outlook) required

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Job Locations US-TN-Memphis | US-WA-Olympia | US-FL-Tallahassee

ID 2022-2544

Category Marketing

Type Full Time

Company AHS American Home Shield Corp

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