Job Description

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client is an American multinational information technology services and consulting company and is a leading provider of information technology, consulting, and business process outsourcing services, dedicated helping the world's leading companies build stronger businesses.

Job Title: CX Loyalty Lead
Location: Columbus, OH
Duration: 6 Months
Job Type: Temporary Assignment
Work Type: Onsite

Job Description:

Summary:

• We are seeking a CX Loyalty Lead to act as the regional wireless single point of contact (SPOC) for the Client, owning the relationship between the wireless service and the people who rely on it.
• You will combine problem management, user research, and customer analytics to understand how the Wi-Fi experience is perceived and how it performs, and turn those insights into requirements and improvements that build satisfaction and loyalty across the region.

Key responsibilities

Regional wireless SPOC

• Serve as the primary regional contact for wireless matters, representing the Client's stakeholders to the delivery team and the delivery team to the Client
• Maintain regular engagement with regional IT, site, and business leaders, including service reviews and governance meetings
• Coordinate across operations, engineering, and vendor teams to ensure regional issues and requests are progressed and closed
• Communicate service status, planned changes, and improvement initiatives clearly and proactively
• Manage regional escalations and own communication during high-impact situations

Years of Experience:

• 10.00 Years of Experience

Top Skills:

• Regional wireless SPOC
• Problem Management
• Surveys, personas, requirements, customer analytics

TekWissen Group is an equal opportunity employer supporting workforce diversity.

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