CX Loyalty Lead

ROLE : CX Loyalty Lead

Location: Columbus, Ohio (Onsite)

Top Skills

Regional Wireless Single Point of Contact (SPOC)

Problem Management

Customer Surveys, Personas, Requirements Gathering, and Customer Analytics

Job Summary

We are seeking an experienced CX Loyalty Lead to serve as the regional wireless Single Point of Contact (SPOC), managing the relationship between wireless services and the people who rely on them. This role combines problem management, user research, and customer analytics to evaluate Wi-Fi service performance and user experience, translating insights into actionable requirements and service improvements that enhance customer satisfaction and loyalty across the region.

Key Responsibilities

1. Regional Wireless SPOC

Serve as the primary regional contact for wireless-related matters, representing client stakeholders to the delivery team and the delivery team to the client.

Maintain regular engagement with regional IT teams, site leaders, and business stakeholders through service reviews and governance meetings.

Coordinate with operations, engineering, and vendor teams to ensure regional issues, service requests, and action items are tracked and resolved.

Communicate service status, planned changes, and improvement initiatives clearly and proactively.

Manage regional escalations and lead stakeholder communications during high-impact incidents and service disruptions.

2. Problem Management

Identify recurring wireless service issues and coordinate root cause analysis.

Work with technical and operational teams to develop corrective and preventive action plans.

Track problem resolution, mitigation activities, and service improvement initiatives.

Monitor service trends and collaborate with stakeholders to minimize recurring incidents.

3. Customer Experience and Loyalty

Gather customer feedback through surveys, interviews, and other user research methods.

Develop customer personas and analyze user needs, expectations, and pain points.

Translate customer insights into business and technical requirements.

Analyze customer experience metrics and wireless service performance to identify improvement opportunities.

Recommend initiatives that improve Wi-Fi usability, customer satisfaction, and service loyalty.

4. Customer Analytics and Reporting

Analyze customer feedback, survey results, and service performance data.

Identify trends, recurring concerns, and opportunities to improve the wireless experience.

Prepare reports, dashboards, and presentations for regional stakeholders.

Track customer experience KPIs and the effectiveness of improvement initiatives.

Required Qualifications

Experience managing wireless services as a regional SPOC or service relationship lead.

Strong background in IT service management and problem management.

Experience with customer surveys, user personas, requirements gathering, and customer analytics.

Excellent stakeholder management, communication, and escalation management skills.

Ability to translate customer feedback and analytical findings into actionable service improvements.

Experience coordinating across IT operations, engineering, vendors, and business teams.

Strong analytical, problem-solving, and reporting skills.