[Hiring] Customer Experience Program Specialist @Busch Group

Role Description

The Customer Experience (CX) Program Specialist supports the execution, management, and continuous improvement of Customer Experience programs across the organization. This role will help manage Voice of Customer initiatives, customer surveys, CX reporting, customer insights, and established CX processes while supporting cross-functional improvement projects. The Customer Experience (CX) Program Specialist will take day-to-day ownership of assigned CX programs and ensure they continue to operate effectively after implementation. The role will also analyze customer feedback and performance data, identify trends and improvement opportunities, and coordinate actions with teams across the organization.

Job Responsibilities

• Voice of Customer and Survey Programs
  • Manage ongoing Voice of Customer programs including CSAT, CES, NPS, and other customer feedback initiatives.
  • Administer customer surveys and associated processes using approved survey platforms and tools.
  • Coordinate survey scheduling, customer audience preparation, deployment, and response monitoring.
  • Monitor survey participation and identify opportunities to improve response rates and feedback quality.
  • Analyze quantitative and qualitative customer feedback to identify trends, recurring themes, and emerging concerns.
  • Categorize customer comments, pain points, and root causes to support broader CX improvement efforts.
  • Maintain survey documentation, processes, and reporting standards.
  • Recommend improvements to survey programs based on customer feedback, business needs, and program performance.
  • Support the development of new customer feedback programs as Customer Experience capabilities evolve.
• CX Reporting and Insights
  • Maintain recurring Customer Experience dashboards, scorecards, and reporting.
  • Prepare monthly, quarterly, and ad hoc CX reports for business stakeholders and leadership.
  • Monitor key Customer Experience metrics including CSAT, CES, NPS, response rates, and other defined KPIs.
  • Maintain and enhance Power BI dashboards and reporting solutions as business requirements evolve.
  • Validate reporting data and investigate inconsistencies or data quality concerns.
  • Identify meaningful trends, changes, and patterns in customer feedback and performance data.
  • Translate customer and business data into clear observations, insights, and recommended actions.
  • Prepare reporting materials and summaries for Customer Experience and leadership reviews.
  • Partner with the CX Business Systems Analyst and other stakeholders when reporting requires new data sources, system changes, or data improvements.
• CX Program Ownership
  • Take day-to-day ownership of assigned Customer Experience programs and processes following implementation.
  • Coordinate recurring program activities, stakeholders, deliverables, and timelines.
  • Monitor program performance and recommend improvements when needed.
  • Maintain program documentation, procedures, and supporting materials.
  • Ensure established CX initiatives continue to operate consistently and effectively.
  • Identify risks, issues, or improvement opportunities and escalate them to the Customer Experience Program Manager when appropriate.
  • Support the transition of newly implemented CX initiatives into sustainable ongoing programs.
  • Continuously identify opportunities to improve program efficiency, effectiveness, and customer impact.
• Closed Loop Customer Experience
  • Support and administer customer detractor, service recovery, and closed loop feedback programs.
  • Monitor customer follow-up and resolution activities.
  • Coordinate with Customer Service, Service, Sales, and other departments when customer action is required.
  • Track recurring customer concerns, root causes, and resolution trends.
  • Identify systemic issues that may require broader process or experience improvement.
  • Maintain processes and tools used to track customer feedback through follow-up and resolution.
  • Monitor program performance against established follow-up and resolution expectations.
  • Provide recurring insights on customer issues and areas of opportunity.
• Project and Process Improvement
  • Independently manage smaller Customer Experience projects and improvement initiatives within the scope of the role.
  • Support larger cross-functional Customer Experience and business transformation initiatives led by the Customer Experience Program Manager.
  • Coordinate stakeholders, project activities, timelines, and follow-up actions for assigned initiatives.
  • Support customer journey mapping and process improvement efforts.
  • Document customer pain points, process gaps, and improvement opportunities.
  • Assist with current state and future state process documentation.
  • Support implementation, communication, training, and adoption of new CX processes and programs.
  • Monitor implemented changes to determine whether they are achieving intended customer and business outcomes.
  • Take ownership of assigned projects or programs after implementation when appropriate.
• Cross Functional Collaboration
  • Build effective working relationships with Customer Service, Service, Sales, Marketing, and other customer-facing and support teams.
  • Gather feedback from internal stakeholders to better understand customer and business challenges.
  • Coordinate actions and follow-up activities associated with Customer Experience initiatives.
  • Participate in and facilitate working sessions, project meetings, and program reviews as needed.
  • Communicate customer insights and CX priorities in a clear and actionable manner.
  • Support efforts to strengthen customer-centric thinking and decision-making across the organization.
  • Act as a resource for teams seeking customer feedback, CX reporting, or program support.

Qualifications

• High School Diploma or GED required; Bachelor’s degree in Business, Marketing, Analytics, Customer Experience, Communications, or related field preferred.
• Two (2) or more years of experience in Customer Experience, customer insights, analytics, marketing, business analysis, program coordination, or related role required.
• Experience working with data, reporting, and performance metrics, including creating or maintaining business reports, dashboards, or performance measurement solutions required.
• Experience supporting Voice of Customer programs, closed loop feedback, customer journey work, or smaller projects and improvement initiatives is preferred.
• Experience using Excel, Power BI, or similar reporting tools to create or maintain dashboards and performance reporting required.

Requirements

• Ability and willingness to pass a 10-panel drug screen, 7-year criminal history check.
• Most felonies are a disqualifier; misdemeanors are considered on a case-by-case basis.
• Willingness and ability to wear required personal protective equipment (PPE).
• Willingness and ability to travel domestically up to 10% as business needs require.
• Valid Drivers’ License must be maintained throughout employment that meets Busch insurance standards.
• Employment with Busch Vacuum Solutions requires current work authorization in the United States. Visa sponsorship is not available for this position.

Physical Requirements

• Frequent sitting, grasping, speaking.
• Occasional standing, walking, reaching, squatting, kneeling, bending.
• Ability to lift and carry up to 25 lbs occasionally.
• All applicants must be able to hear and see audible and visual alarms and must be able to wear all required PPE, such as safety shoes, electrical hazards, safety glasses, and hearing protection.

Benefits

• Medical, dental, vision, EAP, tuition reimbursement, Legal Plan, 401K, PTO, and more.
• Opportunity for growth and advancement via on-the-job training, paid training/certifications, tuition reimbursement, and opportunities for advancement within the company.
• Busch values promoting from within!

Work Environment

Professional office or remote work environment with frequent use of a computer, virtual collaboration tools, and standard office equipment. The position may be performed remotely or from the Virginia Beach office based on the approved work arrangement. Occasional travel may be required based on business and project needs.

Why work for Busch Vacuum Solutions?

As diverse and boundless as the world of vacuum is, so are the jobs and tasks at Busch. We welcome all talents, regardless of education, age, gender, or nationality; worldwide.