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Researcher

Company: Cisco Careers
Location: San Jose
Posted on: November 11, 2019

Job Description:

Education - Bachelor's Degree - Master's Degree Skills - Marketing - Data Analysis Skills - Sales Experience - Project Management - Program Management Who You'll Work With You will work cross-functionally with the Customer Experience, Sales, Marketing, and IT organizations, playing a leadership role in transforming Cisco by developing and implementing analytical models and intelligent automation to drive us toward a data-focused digital organization. The Digital Lifecycle Journeys (DLJ) team expertise makes us uniquely qualified to ress the evolving expectations of today's connected customers and partners, along with Cisco sellers. Using real-time connected data, machine learning, and automation, coupled with robust customer listening, the team enables Cisco sellers and partners to deliver a powerful, personalized experiencethroughout the entire customer lifecycle. DLJ is focused on providing customers with an immersive digital experience with Cisco. This, in turn, drives improvements in recurring revenue, cost savings and sales effectiveness for Cisco and its partners. Who You Are The DLJ team seeks a Researcher responsible for building customer empathy in the business by using qualitative and quantitative data to build a complete picture of the customer, identifying their needs and expectations, roadblocks and pain points, to drive the evolution of our products and services for optimal customer experience. What You'll Do Facilitate the complete research lifecycle, including defining sample strategies, recruiting participants, creating protocols, conducting customer experience research, facilitating/moderating events, data analysis, creating summary reports of findings and recommendations, and presentations to key partners Execute on Voice of the Customer strategies that capture the end-to-end customer journey as part of the CX methodology and practice Identify and track business and customer experience metrics that correlate to our customers' outcome/effort/experience performance Collaborate on customer experience improvement efforts, using human-centered design methods and co-creation to ensure we tackle the right problems for our customers. Build cross-functional relationships and drive Customer Experience guiding principles throughout Cisco's culture and business processes Drive regular reviews to give key partners visibility to CX portfolio improvements Participate in UX/UI concept testing & research to guide the business in developing products, solutions and services that are right for the customer Contribute to external communications that our CX improvements with employees, customers and partners We are seeking high energy and qualified candidates who possess the following skills and experience: 5 years project management/program management experience in a large enterprise business 3 years' experience designing, planning, and driving customer research efforts 3 years of customer-facing roles preferred Bachelor's Degree required; MBA is a plus CCXP desirable Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records. We Are Cisco #WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here's how we do it. We embrace digital, and help our customers implement change in their digital businesses. Some may think we're 'old' (30 years strong!) and only about hardware, but we're also a software company. And a security company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can't put us in a box! But 'Digital Transformation' is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.) Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward. So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool.

Keywords: Cisco Careers, San Jose , Researcher, Other , San Jose, California

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