Customer Experience; CX) Program Specialist

Busch Vacuum Solutions
is a leading manufacturer of vacuum pumps, compressors, and blowers for use in industries such as semiconductor manufacturing, food processing, metallurgy, biomedical, and material handling.

We currently have an exciting direct-hire opportunity for a Customer Experience (CX) Program Specialist at our U.S. headquarters in Virginia Beach, Virginia!

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. This position is well suited for someone who is analytical, organized and comfortable working across multiple departments. The ideal candidate will be able to manage recurring programs independently while also supporting new CX initiatives and smaller projects.

Targeted Compensation:
The targeted compensation range for this position is $84,000.00 - $98,000.00 annually, depending on the selected candidate's qualifications, skills, and relevant experience.

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…