COMPLETE Client Experience Program Leader

Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities
Deliver client feedback to inform business decisions and identify actions to improve IBM’s client experience. A strong client experience will drive strong business results for IBM. A Client Experience Program Leader partners with business stakeholders to understand business needs, design and implement feedback approaches and deliver ongoing feedback program enhancements. They analyze the data to provide insight to business leaders. The work could span clients, business partner and employee touchpoints where IBM gathers feedback. Some examples of a Program Leader’s work could include instrumenting a new feedback program (e.g., a new focus area for IBM), updating existing surveys (e.g., Adding social media links in surveys to encourage respondents to share more feedback) and integrating feedback results to inform business initiatives (e.g., Consolidating holistic account feedback views to support new business areas). Other examples include providing project management support to their own work efforts as well as to other Program Leaders to ensure a strong, holistic program runs for the benefit of IBM. The Client Experience Program Leader will learn the vendor’s technology and deepen their vendor management skills. This team adjusts to business requirements quickly to deliver business value to IBM.

Responsibilities could include:

• Manage feedback program design, implementation, and ongoing execution to provide real-time, actionable feedback.
• Provide individual and team project/program management to ensure a well-run program for IBM.
• Provide guidance and consultative Points of View to IBM Leadership teams on feedback program, results, insights, and actions • Identify enhancements and new capabilities to enrich feedback programs.
• Partner with leadership teams to promote Client Experience program awareness and adoption

Required Technical and Professional Expertise

• Ability to work with colleagues and vendor to effectively prioritize and manage multiple projects simultaneously.
• Excellent communication and teamwork skills.
• Quick learner.
• Self-motivated, flexible, and able to operate independently with limited direction.
• Desire to learn and apply new skills • Intermediate Microsoft Office program and collaboration tool skills (e.g., Trello, Box, Mural).
• Project Management skills.
• Fluent in English to work effectively with a worldwide team and US-based vendor.
• Minimum Bachelor’s degree in a social science or quantitative discipline, or past experience in a related area

Preferred Technical and Professional Expertise

• Experience in client or market research.
• Experience working with a vendor.
• An understanding of IBM business units and strategy