At Cox, we’re forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and we’re looking for people to join our mission to be a force for good in the world. Come build a better future with us across automotive, communications, the environment and more.

We want to do everything we can to keep our employees safe and healthy. Therefore, where permitted by applicable law, you will need to be fully vaccinated against COVID-19 to be considered for this U.S.-based job. Reasonable accommodations for medical and religious objections will of course be considered.

The Sr Client Experience Spec will play a role in building a world class example of a client-centric organization that effectively delivers a continuously improving end to end client experience that drives the largest financial benefit to Cox Automotive. This role will support initiatives including, but not limited to, analyzing the Voice of the Customer (VOC), driving operational improvement, measuring the client experience, strategy and design of the client experience and creating a customer-centric culture. This role will support the QA initiatives of ISS Operations through client interaction evaluations, reporting and analysis. In addition, the role will partner with training and operations, in support of root cause discovery and correction to maintain a high level of service and client satisfaction. This position requires the ability to identify problems, mediate issues, develop solutions, and implement appropriate course of action. Open working environment conducive to overall success of organizational goals through team collaboration, commitment, and shared objectives The role will assist in advocating for improvements in the client experience by gathering and analyzing internal evaluation data, Voice of the Customer and Voice of the Employee data. The CXS will assist facilitating the alignment of consumer experiences to Cox Automotive’ s business plan and strategy by participating collaboratively with departments, leaders and staff to infuse “the Voice of the Customer” across all stakeholder touch points. The role will work with all relevant stakeholders to assist them in critically examining, rethinking, proposing redesigned business processes, designing new consumer-centric business processes and assisting them in driving sustainable consumer experience improvements.

Assist with analysis of consumer engagement and in the development of improvements based on usercentered design principles.

• Provide support in developing stakeholder touch points and workflows that are aligned with the Cox Auto brands promise. Support includes but is not limited to organizing, researching, scheduling mapping/design sessions, visual design assistance, developing facilitation skills and proactively contributing feedback.

• Work with relevant stakeholders in developing problem solving processes to analyze how users are likely to apply a product or react to an engagement. Learn to develop, and design real world tests with actual users to validate assumptions about their behaviors, preferences, and feelings.

• Assist in developing and collecting internal evaluation data and voice of the customer surveys and develop analysis skills to create user-centered recommendations for the client experience team by incorporating user/audience analysis, market analyses, task/purpose analysis, information architecture analysis, workflow analysis, client feedback, usability findings, applicable business requirements, and other market research sources.

• Develop collaboration skills by participating with functional teams to communicate and implement recommendations for improvements to the client experience across all touch points.

• Assist in promoting the value of consumer-centered design approaches throughout Cox, while helping to ensure the execution of these approaches. • Assist in building client-centric business process designs for various projects and initiatives throughout Cox Automotive.

• Assist in creating conceptual diagrams, mock-ups of new business processes, and consumer engagement workflows that are built on best practice consumer experience design principles for multiple channels across Cox.

• Assist and develop skills to build journey maps to illustrate specific consumer experiences.

• Present information clearly and assist in designing details that impact desired client behaviors and focus on reducing wasted effort and errors. • Assist and develop skills in user-centered design to create, and assist others in creating useful, usable, and engaging workflows and business processes that effectively integrate physical and emotional requirements into meaningful experiences.

• Performs daily QA of ISS Operations Team Members by observing phone calls/cases with their clients compared to the Quality Scorecard which outlines expectation.

• Assists with identifying Technical Support team members not meeting Quality standards and recommends necessary coaching to their managers

• Manage special projects as needed and other duties as assigned.

Qualifications:

BA/BS or equivalent experience

Prior experience and knowledge of Client Experience team’s systems, tools and processes.

 Requires a results-driven self-starter with the ability to prioritize and work with minimal supervision.

 2+ years’ demonstrated Contact Center experience preferred in the Customer Service industry

 Strong knowledge of Good Customer Service Practices and Good Quality Assurance Practices.

 Requires attention to detail and the ability to adapt to change.

 Proficient bi-lingual Spanish verbal communication skills

 Knowledge of various computer applications including experience with business support applications such as MS Office (Word, Power Point, and Excel) required.

Excellent oral and written communication skills.

Experience working in a team environment, multi-task, effectively solve problems in a fast-paced everchanging environment and assist others as applicable.

Demonstrable skills in the following technologies: Outlook; various web browsers (FF, IE, Chrome, etc.); various Operating Systems (OS; Windows; Linux, etc.).

Time management and troubleshooting skills.

Knowledge of dealership needs and desires for quality systems and compliance.

Ability to identify problems and initiate corrective actions and preventative actions.

Perceptual and analytical problem solving relating to removal of obstacles.

Ability to use Quality Tools such as auditing standards for ticket analysis, phone monitoring for quality assurance, and process mapping for fact base decisions making

Less than 10% travel.

Who We Are

About Cox Automotive

There’s nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling and owning (or simply using) cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at industry-facing brands like Dealer.com, Manheim and vAuto.

About Cox 

We are the Cox family of businesses. We’ve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us.  Our primary divisions – Cox Communications and Cox Automotive – are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators.  We’re also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation.  We’re looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope you’ll be going with us, and the common purpose that unites us at coxenterprises.com.

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).  For more details on what benefits you may be offered, visit our benefits page.

Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.  Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.  

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.   Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.