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Senior Business Experience Specialist - HVACR One Customer Experience (Remote)

Company: Rheem Manufacturing
Location: Kansas City
Posted on: June 25, 2022

Job Description:

A Career at Rheem: Where Comfort Is Your Calling
At Rheem, we are dedicated to bringing comfort to people's lives. As a leading global manufacturer of heating, cooling and water heating equipment, we are innovating all-new ways to deliver just the right temperature while saving energy, water and supporting a more sustainable future. It is an exciting challenge that requires a team of talented, passionate people with a diverse set of skills. From engineers to accountants, sales professionals to support experts, Rheem depends on people to power our innovations. Join Rheem and help shape the future of products that impact lives-every day.
The Customer Experience Specialist will be responsible for supporting the One Customer Experience (OCE) Lead and OCE Customer Experience Owners throughout the One Customer Experience Project. This support will span Sales, Service and Marketing and drive foundational change for Rheem's customer experience. This role will report to the Business Unit Lead and collaborate with project Experience Owners to support bringing the OCE vision to life.
This position will proactively engage with all business units to enable broad exposure to all customer types, including Distributor, Contractor, Homeowner and Commercial. It will proactively pursue continuous application of data analysis to extract meaningful and actionable insights to improve the CX and communicate with OCE program teams to ensure key insights are integrated into strategies, processes, technology and customer-facing training and development.
This position will serve our Air Division. This position can be fully remote, but must be based near a major US city, per Rheem's Remote Working Policy.
What You'll Do

  • Support ongoing customer type analysis:
    • Work closely with OCE Lead and Experience Owners to help identify business challenges and opportunities for improvement using data analytics, as well as customer/colleague feedback, Voice of Customer and Voice of the Employee input, surveys, and pain points specific to homeowners and contractors
    • Support the development of OCE and Experience strategies:
    • Partner with colleagues to develop hypothesis about root cause and collaborate on the enhancement roadmap to improve the overall customer experience
    • Engage in strategic design sessions to help quantify the value of key OCE initiatives
    • Support the collection and maintenance of key data to measure pilot performance against expectations.
    • Execute and measure strategy:
      • Engage with project leaders and digital product owners to support the execution of digital tool builds.
      • Partner with cross divisional Experience Owners and digital Product Owners to roll out initiatives flawlessly for customers
      • Measure performance against expectations; revisit analysis and strategy to modify approach when a variance is recognized
      • Support implementation and training of key project initiatives, partnering with Air Division Experience Owners and subject matter resources to provide training and support when needed
      • Contribute to continuous OCE innovation:
        • Participate in customer segmentation design and provide support to Lead and Experience Owners in analysis and iteration of segments and customer treatments
        • Provide support to Experience Owners in building and maintaining key communication channels with Subject Matter Resources
        • Review designs and participate in user experience testing for digital-first initiatives
        • Other duties as assigned.Job Qualifications
          What You Need
          • Bachelor's Degree in Business, Statistics, Economics, or related field
          • 5 years' experience in Manufacturing or Wholesale, Customer Experience Role
          • Customer-facing experience in lead to support functions (Marketing, Sales, and/or Customer Experience) and the industry
          • Strong computer skills including Microsoft Office Suite
          • Advanced problem-solving skills, grounded in data and feedback and driven toward process simplification
          • Able to maintain a customer-centric view of problems/solutions that balances the company's finances with its brand promise
          • Forward-thinking and able to extrapolate learnings and industry trends to build a roadmap for the future
          • Successful track record of delivering results in a fast paced, entrepreneurial, and dynamic environment; effectively balances short and long-term goals to make meaningful progress
          • Proven ability to work effectively in a variety of situations and collaborate across teams and at all levels of the organization
          • Adept at influencing stakeholders through interpersonal and negotiation skills; can form relationships through a shared vision
          • Excellent written and oral communication skills; able to flex style based on the audience
          • Experience in sales, service and marketing functions, Digital solutions, and/or an understanding of related industry is preferred
          • Proficient with Microsoft Office applications to include MS Excel and PowerPoint
            How To Stand Out
            • Advanced Degree in Business, Statistics, Economics, or related field
              Rheem is an Equal Opportunity Employer
              Notice To Third Party Recruitment Agencies
              Please note that Rheem and its subsidiaries do not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee.
              In the event a recruiter or agency submits a resume or candidate without an agreement, Rheem and its subsidiaries shall explicitly reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, will become the property of Rheem.
              Primary Location
              Other Locations
              US-AR-Fort Smith, US-AL-Scottsboro, US-IN-Indianapolis, US-NC-Randleman
              Work Locations
              Rheem Atlanta Office (GA)
              Business Management
              Air Conditioning Division
              Day Job
              Employee Status
              Job Type
              Job Level
              Yes, 25 % of the Time
              Job Posting
              Apr 1, 2022, 8:07:01 AM

Keywords: Rheem Manufacturing, Kansas City , Senior Business Experience Specialist - HVACR One Customer Experience (Remote), Accounting, Auditing , Kansas City, Kansas

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